Information on Alternative Dispute Resolution for Consumer Disputes

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Information on Alternative Dispute Resolution for Consumer Disputes
If they are not necessary, all the better, but the truth is that you must also phone number list state on your website which entities users/customers can turn to in the event of a dispute, as well as the arbitration courts that can mediate such cases and their respective RAL (Alternative Dispute Resolution Center).
The objective of this law (Law No. 144/2015, article 18, paragraph 2) is to streamline the entire process of resolving disputes related to the consumption of products, so that they do not have to go to court.



Electronic Complaints Book
Like the traditional printed Complaints Book, the Electronic Complaints Book aims to strengthen the protection of consumers' rights and interests when exercising their right to complain. The electronic version simplifies and dematerializes the procedure, with complaints being sent and processed via the Internet. This facilitates communication between suppliers of goods and service providers with ASAE (Food and Economic Safety Authority).



The Electronic Complaints Book is mandatory (Decree-Law no. 74/2017) for all activities included in the group of operators regulated and monitored by ASAE and can be purchased from Imprensa Nacional Casa da Moeda, in person or in the online store.



Legislation applicable to online stores
Let us now talk about the legislation applicable to online stores, which in addition to the three topics mentioned in the legislation applicable to websites, includes other rules that are worth remembering:

Legislation applicable to online stores in Portugal
Focus on the Distance Contracts Law (Decree-Law No. 24/2014) before putting your products up for sale on the Internet, as it is the main document applicable to online stores, as it regulates contracts concluded remotely and outside the commercial establishment. Even so, do not open your online store without first consulting more legislation on e-commerce in Portugal, namely the e-commerce law (Decree-Law 7/2004), the law on prices and price reductions (Decree-Law 138/1990 and Decree-Law 70/2007), the consumer law (Law 24/1996), the law on the protection of personal data and the protection of data and privacy in electronic communications (Law 67/1998 and Law 46/2012), the law on contracts, the copyright code (Decree-Law 63/1985) and the advertising code (Decree-Law 330/1990).



Prices, discounts and promotions
Pay close attention to prices, discounts and promotions! The legislation applicable to online stores is the same as that applied to physical stores, which means you need to check whether the price reduction you intend to advertise falls within the defined typology (Decree-Law no. 10/2015). And don't forget that you must include the following information:

Sales method (sales, promotions or clearance sales).
Type of products.
Percentage reduction.
Campaign start date and duration period.
Communication to ASAE (only in sales situations).


General information
By law, your online store must include some general information, such as:

Name or company name.
Address and email.
Commercial Registration Number.
Tax Identification Number.
General terms and conditions of sale (shipping, delivery, cancellation, return and exchange policy, etc.).
Online complaints book.
RAL Entity.