Online Dispute Resolution

Dear Customer,

The European Union created a website to support customers to submit their complaints about any dispute in which they might be involved. In this context, Casa do Olival provides all the information so that you can exercise your right of complaint with an official, third and impartial entity to the proceedings, (dispute settlement entity) which will help to resolve the dispute in question.

That said, if you’re unsatisfied with the acquisition of a good or service through our website, or with the solution by us presented to solve the situation, you can access this official website and expose your contestation.


What is the alternative dispute resolution?

The alternative dispute resolution is the possibility that all consumers have to have recur to official entities that assist them in the resolution, or orientation of any conflict, before opening litigation proceedings in courts.

As a general rule, the procedure is as follows: the client asks an impartial third party to intervene as an intermediary between himself and the merchant that is the target of the complaint. The intermediary can suggest a resolution for the complaint, impose a solution to both parties or gather both to find a solution.

Perhaps you know the concept of alternative dispute resolution by another name: “mediation”, “conciliation”, “arbitration” or “committee responsible in the context of consumer disputes”.

The alternative dispute resolution is, in general, less expensive, less formal and quicker than the judicial approach.

Casa do Olival provides the websites of some of the entities that might help you present your arguments:


Suggestions of alternative dispute resolution entities

CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo

CICAP – Centro de Informação e Arbitragem do Porto

CIAB – Centro de Informação, Mediação e Arbitragem de Consumo (Tribunal Arbitral de Consumo)

CIMPAS – Centro de Informação, Mediação e Provedoria de Seguros