Alternative Dispute Resolution

In the event of a consumer dispute, the consumer may resort to an Alternative Dispute Resolution (ADR) entity, under the terms of Law no. 144/2015.

If you are dissatisfied with a purchase at the Quinta das Olelas store, you may contact:

• CNIACC — National Centre for Information and Arbitration of Consumer Disputes (www.cniacc.pt);
• the consumer dispute arbitration centre in your area of residence, where one exists.

The complete list of ADR entities is available on the Consumer Portal at www.consumidor.gov.pt.

You may also submit your complaint directly to Quinta das Olelas via email at eventos@quintadasolelas.pt or by phone at 968 325 518, or through the Electronic Complaints Book at www.livroreclamacoes.pt.

What is alternative dispute resolution?

It is a mechanism that allows the consumer to turn to an independent entity to resolve a dispute with a trader, without having to go to court.

What is the role of these entities?

These entities act as intermediaries between the consumer and the trader. They may seek an agreement between the parties through mediation or conciliation, or decide the dispute through arbitration. As a rule, this process is faster, simpler, and less expensive than legal proceedings.