In case you need to make a complaint, it is necessary to distinguish two situations:
- Participation or withdrawal of a violation of law (eg. the lack of price marking, an item sold after the expiry date, a fake food, etc.). In these situations can act in two ways:
- .i. Or participates directly to the competent authority, for example, ASAE, the General Directorate for Consumer Protection, the National Institute of Civil Aviation, the Bank of Portugal...
- .ii. Or request the complaints book (if you refused to call a law enforcement officer). Do not forget to be delivered to him one of the sheets (copy) the claim submitted.
-
- The resolution of your particular case. In this case the help of the Office of Immigrant Support Consumer (GAIC) can be invaluable (see information GAIC), as it not only helps in the complaint as well as informing of the competent extra-judicial framework for a possible solution
The complaint follows the rules is fundamental to know:
- Expose your complaint in writing in a clear and objective way, keeping a copy of the letter to send;
- objectively describe the problem (to prove some facts can send a photocopy, but only the copy and not the original documents have, for example invoices, receipts, etc.);
- Say clearly what you want: refund, replacement or repair;
- Do not spend a lot of time to file your complaint (the law, most of the time imposed deadlines);
- Send the application by means capable of proving the sending and receiving - for example, by registered letter with acknowledgment of receipt.
- Give the professional a period of reasonable response, i.e. a minimum period - between 8-15 days;
The first step by the consumer, is to contact the provider who sold you the product or service and try to find a solution through an informal contact.
Unfortunately, this is not always the case. And if the understanding is not possible, the next step is to complain. Many companies already have their own services to consumer complaints of reception and often this is the quickest and most effective way to resolve conflicts. Incidentally, this is a necessary step to gain access to other forms of conflict resolution.
Further information on www.consumidor.pt, or directly with the GAIC- Office of Immigrant Support Consumer National Centre for Immigrant Support.
