I want to complain about healthcare

Complaints Book, ERS and SNS 24: how to complain about hospitals, health centres and clinics.

All paths

For those who prefer to read everything at once.

Emergency or health advice

Who to contact: SNS 24

What to do

  1. In an emergency, call the national emergency number 112. Official source ↗
  2. The SNS 24 line (808 24 24 24) advises users and directs them to the most suitable health unit, according to their symptoms. Official source ↗
Complaint about a public unit

Who to contact: ERS

What to do

  1. Before complaining, you can contact the healthcare provider, who may give support and information to reach a solution. Official source ↗
  2. In public-sector healthcare establishments, you can ask for the Complaints Book (Yellow Book). Official source ↗
  3. If the unit is not on the electronic complaints book, use the paper book or complain directly to the ERS. Official source ↗
  4. You can complain directly to the ERS through the online form or by email to [email protected]. Official source ↗Official source ↗
  5. Note the reference given to the complaint: you may need it to send further information. Official source ↗
  6. The ERS handles complaints about providers with establishments in mainland Portugal. Official source ↗

What to prepare

Deadlines and timing

  • There is no legal deadline to complain, but the closer to the events, the easier it is for the provider to identify the situation. Official source ↗Official source ↗
  • The provider must send the complaint to the ERS within 10 working days, with its statements and its reply to the complainant. Official source ↗
Complaint about a private or social unit

Who to contact: ERS

What to do

  1. Before complaining, you can contact the healthcare provider, who may give support and information to reach a solution. Official source ↗
  2. In private-sector establishments you can ask for the Complaints Book (Red Book) and keep the duplicate (blue sheet). Official source ↗Official source ↗
  3. You can also complain through the Electronic Complaints Book platform. Official source ↗
  4. You can complain directly to the ERS through the online form or by email to [email protected]. Official source ↗Official source ↗
  5. Note the reference given to the complaint: you may need it to send further information. Official source ↗

What to prepare

  • The ERS accepts complaints about, for example, hospitals, clinics, dental clinics, health centres and surgeries. Official source ↗

Deadlines and timing

I was refused the complaints book

Who to contact: ERS

What to do

  1. The provider must make the Complaints Book available immediately and free of charge whenever asked. Official source ↗
  2. If access is refused or conditioned, you can call the PSP, GNR or Municipal Police to the site, which draws up an incident report. Official source ↗
  3. The report is sent to the ERS, which follows it up. Official source ↗
  4. You can complain directly to the ERS through the online form or by email to [email protected]. Official source ↗Official source ↗
I disagree with the answer

Who to contact: ERS

What to do

  1. If you disagree with the provider's reply, you can challenge it with the provider or with the ERS. Official source ↗Official source ↗
  2. The provider answers the complaint. The ERS reviews and decides, and may give instructions, recommendations or sanctions if it finds a breach. Official source ↗Official source ↗
  3. Already complained about the same matter? Wait for the provider's reply; you can always give the ERS new facts and documents without repeating information. Official source ↗
  4. ERS call centre: 309 309 309, from 9h to 17h30. Official source ↗

Last checked: 6 November 2026