Recorrer ao Centro Europeu do Consumidor para resolver conflitos de consumo
The European Consumer Centre (ECC) provides information and assistance in resolving cross-border consumer disputes that occur within the European Union (EU), Iceland, Norway, and the United Kingdom.
To resolve their issue, consumers should contact the ECC in the country where they reside.
Who can contact the European Consumer Centre to resolve consumer disputes?
What are the documents and requirements to contact the European Consumer Centre to resolve consumer disputes?
Before submitting a complaint to the ECC, you should first complain directly to the seller and keep the evidence.
You will need to attach copies of all the documentation (in PDF format) used in the complaint to the seller to the form:
- Proof of purchase or order
- Proof of payment or invoice
- Copy of the complaint made and the response, if any. If relevant, emails exchanged should be grouped into a single document in chronological order
- Any other document you consider useful
What is the price to contact the European Consumer Centre to resolve consumer disputes?
It is free of charge.
What is the deadline to contact the European Consumer Centre to resolve consumer disputes?
It depends on the specific circumstances, but it should always be within a reasonable time frame to avoid further inconvenience to the consumer.
How to contact the European Consumer Centre to resolve consumer disputes?
To resolve consumer disputes through the European Consumer Centre (ECC), you need to submit a complaint. Before submitting the complaint to the ECC, you should first complain directly to the seller.
If you reside in Portugal, to resolve a cross-border consumer dispute, you should contact the European Consumer Centre in Portugal. You can do this:
- Online
Fill out the complaint form available on the European Consumer Centre (ECC-Net) website.
- By phone
Call +351 21 356 47 50, Monday to Thursday, between 10:00 and 12:30.
- By mail or in person
You can visit the ECC office in Portugal at Praça Duque de Saldanha, 31-1.º, 1069-013 Lisbon. Alternatively, you can send mail to the same address.
When an amicable understanding with the seller is not reached, the consumer is advised on the most appropriate alternative dispute resolution method for their case. In some cases, the European small claims procedure may be recommended.
The intervention of the European Consumer Centre does not replace recourse to the courts, nor does it suspend any ongoing court action or the consequences of a judicial decision.