The Complaints Book in Portugal
What it is, what it’s for, and how to use it.
Sometimes, things don’t work out as well as expected. Perhaps a service that you paid for was not rendered, or the quality was not up to par. Or a purchase of a product wasn’t as described or was defective. Especially if you’re an immigrant/expat living in Portugal (or even just a visitor), you may not know if you have any recourse, or what the process is to register a consumer complaint. Fortunately, there’s the Complaints Book in Portugal - a tool for protecting consumer rights and ensuring that businesses operate fairly.
What Is the Complaints Book?
The "Livro de Reclamações," commonly known as the Complaints Book, is a legal tool available in Portugal that allows consumers to file complaints about goods or services. This system was implemented to ensure consumer rights and to hold businesses accountable for their practices. The Complaints Book is mandatory in almost all establishments that provide services or sell goods to the public, ranging from restaurants and hotels to banks and telecom companies.
Not for trivial complaints.
If you didn’t like the attitude of a customer service representative, or if your food order was delayed or not prepared to your liking, do not ask for the Complaints Book – that’s not its purpose.
Why is the Complaints Book used?
The Complaints Book is used as a way for consumers to express dissatisfaction with the service or products they receive. It serves several important purposes:
Consumer Protection: It provides consumers with an official platform to make their grievances known and ensures that their complaints are formally recorded.
Regulation and Accountability: The complaints lodged are forwarded to the relevant regulatory agency. These agencies can then investigate the issue and take appropriate actions if necessary. Here is a list of all regulatory agencies. Depending on the complaint, one of more of these agencies will receive the information.
Quality Control: For businesses, the Complaints Book serves as a feedback mechanism. It helps identify areas of improvement and ensures they maintain a certain standard of service.
Legal Evidence: In some cases, a complaint filed in the Complaints Book can be used as evidence in legal proceedings, providing consumers with an additional layer of protection.
Two Complaints Book versions available.
There are two versions of the Complaints Book: the traditional paper version and the digital version, which was introduced in 2017 to modernize the process and make it more accessible.
How to use the Complaints Book.
In person physical Complaints Book - If you are in a physical establishment and wish to file a complaint, you can request the Complaints Book. Usually, when you request this, the business may attempt to immediately rectify the situation (no one wants a complaint recorded). However, if the complaint cannot be resolved, the business is legally obliged to provide the Complaints Book without delay.
In shopping centers, consumers can find a single Complaints Book in the center’s customer service office.
The Complaints Book contains pre-printed forms. You will need to fill out your personal details, as well as a detailed description of the complaint including any relevant dates or evidence such as photos, contract, or invoice.
Write legibly and be as detailed as possible to help the regulatory authorities understand your issue. Using a ballpoint pen is recommended so that the document cannot be altered.
The red copy (original) is kept by the business and must be forwarded by the business to the appropriate regulatory agency within fifteen business days. The blue copy (duplicate) is kept by the consumer. The yellow copy remains in the book.
Digital version Complaints Book - To use the digital version, visit the official portal of the Livro de Reclamações Electrónico website. You must first read the Important Information and agree to the terms before proceeding to the online complaint form.
Choose the appropriate service - Select the type of service or establishment you are filing a complaint against. The portal provides options for various sectors, such as utilities, telecom, and public services.
Complete the form - Fill out the digital complaint form with the same level of detail as you would in the paper version. You can also attach documents or photos if necessary.
Submit and track - Once submitted, the complaint is automatically forwarded to the appropriate regulatory authority. You can track the status of your complaint through the portal and will be notified when a response is provided.
Legal obligations for businesses.
Businesses in Portugal are legally required to have a Complaints Book available for customers. You can often find a Complaints Book link on a business website (usually at the bottom). Failure to provide it upon request or failing to respond to complaints in a timely manner can result in fines and penalties. This legal framework ensures that consumer rights are respected and that businesses maintain a high level of accountability.
The Public Administration Complaints Book.
When you use a public service in person, online, or over the phone, you have the right to provide feedback, including complaints, suggestions, or compliments about the service. This feedback should be recorded in the Livro Amarelo (Yellow Book), also referred to as the Public Administration Complaints Book. This resource provides instructions on how to use the Yellow Book online.
Additional resources.
Complaints Book Support Line: +351 217 998 080
Citizens Helpline: +351 210 489 010
Livro de Reclamações app for Android
Livro de Reclamações app for iPhone
The Complaints Book online as well as the Yellow Book are available in Portuguese and English.
Want to learn more about an expat’s personal experience with the Complaints Book? Read this post from our good friends Mike and Mary Johnston.
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Until next time…
Obrigada!
Carol.
Great information, thanks for sharing
Excellent research and information! Shared at Americans and Friends in Portugal..