RAL & RLL
Alternative dispute resolution (RAL – For portuguese clients only) is the possibility that all consumers have of resorting to official entities that help them in the resolution of any conflict or that provide them with guidance in this regard, as an alternative to resorting to judicial courts.
Under the terms and for the purposes of article 18 of Law No. 144/2015, of 8 September, in its current wording, all consumers are informed that the entity Jocasori – Têxteis, Unipessoal Lda., with the corporate identification number 507986466 and headquartered in Quinta do Lameirinho, Lotes Nº 24 and 25 4835-326 Guimarães, is bound, by legal imposition resulting from necessary arbitration, to the arbitration courts attached to the consumer dispute arbitration centers legally authorized, in relation to consumer disputes whose value does not exceed the jurisdiction of the courts of first instance (ie € 5,000.00) when, at the express option of the consumer, these have been submitted to the aforementioned arbitration courts.
In the event of a dispute, we inform you that the consumer can resort to the entities for the alternative resolution of consumer disputes identified on the consumer portal, on the website www.consumidor.pt or for the resolution of online consumer disputes identified on the website https://webgate.ec.europa.eu/odr
Alternative dispute resolution procedures begin with the submission by the consumer of a complaint to legally authorized consumer dispute arbitration centers, triggering the intervention of an impartial third party in the resolution of the dispute.
In accordance with the provisions of article 14 of Law no. 00), are subject to necessary arbitration or mediation when, at the express option of the consumer, they are submitted to an arbitration court attached to legally authorized consumer dispute arbitration centers.
Within the framework/location of Jocasori – Têxteis, Unipessoal Lda., you can use the Consumer Conflict Arbitration Center of Ave, Tâmega and Sousa (TRIAVE)
In the event of a dispute, the consumer may resort to legally authorized consumer dispute arbitration centers, namely:
CNIACC – National Center for Information and Arbitration of Consumer Conflicts Generic competence
Geographical area covered: operations throughout the national territory, in areas not covered by another arbitration center of regional competence
Phone: 253 619 107
Algarve Consumer Dispute Information, Measurement and Arbitration Center
Geographical area covered: contracts concluded in the District of Faro
Phone: 289 823 135
Coimbra District Consumer Dispute Arbitration Center
Geographical area covered: contracts signed in the municipalities of Arganil, Cantanhede, Coimbra, Condeixa-a-Nova, Figueira da Foz, Góis, Lousã, Mira, Miranda do Corvo, Montemor-o-Velho, Oliveira do Hospital, Penacova, Penela, Soure , Tábua, Vila Nova de Poiares
Phone: 239 821 690
Lisbon Consumer Dispute Arbitration Center
Geographical area of coverage: contracts signed in the Lisbon Metropolitan Area: Alcochete, Almada, Amadora, Barreiro, Cascais, Lisbon, Loures, Mafra, Moita, Montijo, Odivelas, Oeiras, Palmela, Seixal, Sesimbra, Setúbal, Sintra and Vila Franca de Xira
Phone: 218 807 030
E-mail: firstname.lastname@example.org / email@example.com
Porto Consumer Information and Arbitration Center
Geographical area of coverage: contracts signed in the Porto Metropolitan Area: Arouca, Espinho, Gondomar, Maia, Matosinhos, Oliveira de Azeméis, Porto, Póvoa de
Varzim, Santa Maria da Feira, Santo Tirso, São João da Madeira, Trofa, Vale de Cambra, Valongo, Vila do Conde and Vila Nova de Gaia
Phone: 225 508 349
Ave, Tâmega and Sousa Consumer Dispute Arbitration Center (TRIAVE)
Geographical area of coverage: contracts signed in the municipalities of: Cabeceiras de Basto, Celorico de Basto, Fafe, Felgueiras, Guimarães, Mondim de Basto, Póvoa de Lanhoso, Póvoa de Varzim, Santo Tirso, Trofa, Vieira do Minho, Vila do Conde, Vila Nova de Famalicão, Vizela
Phone: 253 422 410
CIAB – Consumer Information, Mediation and Arbitration Center (Consumer Arbitration Court)
Geographical area of coverage: contracts signed in the municipalities of: Amares, Arcos de Valdevez, Barcelos, Braga, Caminha, Esposende, Melgaço, Monção, Montalegre, Paredes de Coura, Ponte da Barca, Ponte de Lima, Póvoa do Lanhoso, Terras do Bouro , Valença, Viana do Castelo, Vila Nova de Cerveira, Vieira do Minho and Vila Verde
Tel. Braga: 253 617 604
Tel. Viana do Castelo: 258 809 335
Email: firstname.lastname@example.org / email@example.com
Madeira Consumer Dispute Arbitration Center
Geographical area of coverage: contracts concluded in the Autonomous Region of Madeira
Phone: 291 750 330
Arbitration Center of the Autonomous University of Lisbon
Geographical area of coverage: operations throughout the national territory
Phone: 213 177 660
If you are a consumer residing in another Member State, you can also file a complaint through the European Consumer Center, by accessing the website http://cec.consumidor.pt/.
In order to reinforce confidence in electronic purchases and thus make an important contribution to the European Union’s Digital Single Market strategy, the European Commission launches the European Platform for Online Dispute Resolution (RLL), which consists of a new free platform for alternative dispute resolution between consumers and online merchants.
1. Access link
The consumer can use the European online dispute resolution platform available at
2. About the platform
2.1. The online dispute resolution platform (RLL platform, also called ODR platform – online dispute resolution) will be available to consumers and suppliers of goods and service providers.
2.2. This new platform, accessible via the internet, should provide consumers with an easy and quick way to resolve their consumer disputes arising from a purchase or contracting of services made online.
2.3. If you are in the EU, Norway, Iceland or Liechtenstein, you can use it to find the best solution to your consumer problem, to discuss a solution to your problem directly with the trader or to agree on dispute resolution entity that will handle your case.
3. Contact the merchant
3.1. You can use the RLL platform to resolve your issue directly with the merchant, which can be useful if you have not yet contacted the merchant or if the merchant is open to dialogue.
3.2. The RLL platform will notify the merchant of your order. If the merchant wants to talk, through his dashboard he can exchange messages directly with him, send him attachments, such as product photos, and arrange an online meeting.
3.3. You have a maximum of 90 days to reach an agreement. You can, like the merchant, withdraw from direct conversations at any time.
3.4. The trader can also propose a list of dispute resolution bodies to turn to instead of finding a solution directly. In this event, you have 30 days to reach an agreement on the dispute resolution body; in the absence of agreement, your process will be terminated on the platform.
3.5. If the trader refuses direct conversations, one of the parties abandons the process or 90 days have passed without any results, you have the following options:
a) Trying to find a solution with the help of a dispute resolution body. In this case, you will have an additional 30 days to agree with the merchant on the approved dispute resolution body that will handle your case. Or:
b) Use a different dispute resolution tool.
4. Use a dispute resolution entity
4.1. You can use the RLL platform to resolve your issue with the help of an approved dispute resolution body. A dispute resolution body is an impartial third party that helps consumers resolve disputes in a non-confrontational manner. In general, going to a dispute resolution body is faster and cheaper than going to court.
4.2. The RLL platform will notify the merchant of your complaint. If the merchant agrees to use the RLL process, they will need to agree on the dispute resolution body that will handle their case. The merchant will propose a list of dispute resolution bodies; you can choose one or request a new list via your dashboard.
4.3. You have 30 days from the date you file the complaint to agree on a dispute resolution body to handle your case.
4.4. If you do not reach an agreement with a dispute resolution body within the deadline or if the trader ignores your complaint, you can use another dispute resolution tool available on the website https://ec.europa.eu/consumers/odr/main/?event=main.consumer.rights#inline-nav-2.