I got bad service

Restaurant, shop, repair shop, gym or clinic: how to complain with the Complaints Book and when to use arbitration.

All paths

For those who prefer to read everything at once.

Ask for the Complaints Book now

Who to contact: Livro de Reclamações

What to do

  1. Ask for the Complaints Book at the counter. Establishments must display, in a visible place, that they have it and which authority handles complaints. Official source ↗
  2. Keep the duplicate: if you decline it, the business files it noting the refusal. Official source ↗
  3. You can also complain at livroreclamacoes.pt with the same validity. Official source ↗Official source ↗

Deadlines and timing

  • The business must send the original complaint sheet to the competent authority within 15 working days. Official source ↗
Complain online at livroreclamacoes.pt

Who to contact: Livro de Reclamações

What to do

  1. Submit the complaint against the business in the Electronic Complaints Book at livroreclamacoes.pt. Official source ↗
  2. An electronic complaint has the same validity as a paper one. Official source ↗
  3. Suppliers must provide the book in electronic format. Official source ↗
Business did not fix it: consumer arbitration

Who to contact: Centros de Arbitragem de Consumo

What to do

  1. Ask a consumer dispute arbitration centre to step in; they use mediation, conciliation and arbitration. Official source ↗Official source ↗
  2. At CNIACC you can ask for help by phone, online, by letter or in person. Official source ↗
  3. The agreement or arbitral award has the same value as one obtained in a court. Official source ↗
  4. For essential public services arbitration is mandatory, meaning the company cannot refuse it. Official source ↗

Deadlines and timing

Costs

Healthcare: use the Electronic Complaints Book

Who to contact: ERS

What to do

  1. Private, cooperative and social healthcare providers regulated by the ERS must be registered on the Electronic Complaints Book platform. Official source ↗
  2. Submit the complaint at livroreclamacoes.pt. Official source ↗
  3. The electronic complaint is as valid as the paper one. Official source ↗
Energy, water or communications: complain and follow up

Who to contact: Livro de Reclamações

What to do

  1. Complain in the Electronic Complaints Book at livroreclamacoes.pt. Official source ↗
  2. For energy, the complaint goes to the company and ERSE receives a copy. Official source ↗
  3. For communications, an online complaint has the same value as one in the paper book. Official source ↗

Deadlines and timing

See also

Last checked: 6 November 2026