Complaints and dispute resolution
How to make a complaint and what options exist to resolve a dispute.
Direct contact
You can send any complaint in writing to geral@zigzaglimpezas.pt, giving your name, a contact for our reply and, if possible, the quote number.
Complaints book (Livro de Reclamações)
You can file a complaint in the electronic Livro de Reclamações (official complaints book) on the official platform. The complaint is sent to the Food and Economic Safety Authority (ASAE), the competent inspection authority, which examines it within its remit. This examination does not replace resolving the dispute through the means set out below.
Alternative resolution of consumer disputes
Consumer disputes worth no more than the amount up to which first-instance courts rule without appeal (€5,000) are subject to necessary arbitration or mediation where the consumer expressly chooses to bring them before the arbitral tribunal of a legally authorised consumer arbitration centre (Portuguese Law No. 24/96, Art. 14(2) and (3)).
Territorial competence depends on each centre’s rules: it generally depends on where the contract was concluded and, for some centres or in some situations, on the consumer’s home. Each centre can confirm whether it is competent. In the areas where we work, the centres are:
- CICAP — Porto Consumer Information and Arbitration Centre: municipalities of the Porto Metropolitan Area, including Santa Maria da Feira, Espinho, Oliveira de Azeméis, São João da Madeira, Arouca and Vale de Cambra.
- TRIAVE — Ave, Tâmega and Sousa Consumer Arbitration Centre: municipalities of the Ave valley and Tâmega e Sousa, including Guimarães, Penafiel and Amarante.
- CIAB — Consumer Information, Mediation and Arbitration Centre (Consumer Arbitration Court): municipalities of Minho and Alto Tâmega, including Braga and Barcelos.
- CACRC — Coimbra Region Consumer Arbitration Centre: all municipalities of the district of Coimbra.
- CNIACC — National Consumer Information and Arbitration Centre: areas not covered by the centres above, such as most municipalities of the districts of Aveiro and Viseu.
Official list
The list of consumer alternative dispute resolution bodies is published by the Portuguese Directorate-General for Consumers.