🧾 I dispute a bill or contract

Who to contact: ERSE

What to do

1. Complain through the Electronic Complaints Book: it goes to your energy company and ERSE receives a copy. Official source ↗
2. ERSE assesses the reply and acts within its powers. Official source ↗

What to prepare

• Check whether you received the payment request in writing with at least 10 working days notice: the company must prove it sent it. Official source ↗Official source ↗

Deadlines and timing

• The company must reply to the consumer within 15 working days. Official source ↗
• The right to be paid for an essential public service lapses six months after the service is provided. Official source ↗Official source ↗

Who to contact: ERSE

What to do

1. If the supplier has not replied within 15 working days or the reply is unsatisfactory, ask ERSE for help through its form. Official source ↗
2. ERSE cannot impose solutions in specific disputes, for example correcting your bill. Official source ↗
3. Electricity and gas are essential public services; any household consumer can ask the competent arbitration centre to step in. Official source ↗Official source ↗
4. The supplier must accept the decision of the centre arbitral tribunal. Official source ↗

Deadlines and timing

• The right to be paid lapses six months after the service is provided. Official source ↗

Costs

• Arbitration is free or has very low costs. Official source ↗

Who to contact: ERSAR

What to do

1. Users of water, sanitation and municipal waste services can file a complaint with ERSAR. Official source ↗
2. All service providers dealing with the public must provide the complaints book. Official source ↗
3. Water supply is an essential public service covered by the essential public services law. Official source ↗
4. In disputes over essential public services, arbitration is mandatory. Official source ↗

What to prepare

• Check whether you received the payment request in writing with at least 10 working days notice. Official source ↗

Deadlines and timing

• The right to be paid lapses six months after the service is provided. Official source ↗

Costs

• CNIACC services are free of charge. Official source ↗

Who to contact: ANACOM

What to do

1. If the operator does not solve the problem, file a written complaint. Official source ↗
2. An online complaint in the electronic book has the same value as the paper book. Official source ↗
3. ANACOM has no power to settle the problem between you and the operator. Official source ↗
4. Electronic communications are an essential public service. Official source ↗

Deadlines and timing

• The operator must reply within 15 working days. Official source ↗
• The right to be paid lapses six months after the service is provided. Official source ↗

Who to contact: Centros de Arbitragem de Consumo

What to do

1. If it is still unresolved, go to a consumer arbitration centre or a Justice of the Peace court. Official source ↗
2. For essential public services arbitration is mandatory. Official source ↗
3. ANACOM does not settle the dispute between you and the operator. Official source ↗

Deadlines and timing

• As a rule, a CNIACC case closes in under 90 days. Official source ↗

Costs

• CNIACC services are free of charge. Official source ↗

Who to contact: Banco de Portugal

What to do

1. The bank must have complaint-handling mechanisms and reply on paper or another agreed durable medium. Official source ↗
2. You can complain directly to the Bank of Portugal over breaches of the payment services rules. Official source ↗
3. In its reply, the Bank of Portugal tells you about alternative dispute resolution. Official source ↗

Deadlines and timing

• The bank must reply within 15 working days of receiving the complaint. Official source ↗