Digital Government Factsheet Portugal

Online Complaint book 
Responsibility: Central Government, Ministry of Economy, Consumer Directorate-
General (DGC) 
Website:
https://www.livroreclamacoes.pt/entrar
 
Description:
The 
Online Complaints Book
enables consumers to submit 
complaints and/or request information on issues related to essential 
public services (e.g. water, electricity, natural gas and electronic 
communications). From June 2018 the economic operators whose 
activity is supervised by the Economic and Food Safety Authority 
(ASAE) have been registering on the Platform. The other regulated 
activities have being integrated according to a schedule agreed with 
the respective Regulatory Entities. The DGC is under the Ministry of 
Economy and is the public body responsible for maintaining and 
updating the database of national consumer complaints, collecting 
all the necessary information from the public or private entities that 
are part of the consumer protection system, and analysing it. 
Energy supply
Regulation
Responsibility: Portuguese Energy Services Regulatory Authority 
Website:
http://www.erse.pt/eng/Paginas/extinctiontariffs.aspx
 
Description:
ERSE regulates the electricity sector and can advise consumers on 
electricity contracts. The information about the new laws are 
available on the ERSE’s portal, where also an online price calculator 
is available. 

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Digital Government Factsheets - Portugal 
Consumer dispute resolution
Alternative consumer dispute-settlement schemes 
Responsibility: Central Government, Ministry of Economy, Consumer Directorate-
General (DGC) 
Website:
https://www.consumidor.gov.pt/informacao-ao-consumidor2/-
conflitos-de-consumo.aspx
;  
https://cec.consumidor.pt/ligacoes-uiteis1111.aspx
  
Description:
DGC monitors the activity of ADR 
–
Alternative Disputes Resolution 
Entities and is responsible for the certification process of notified 
ADR- Entities. 
The European Consumer Centre (Portugal) is the national point of 
contact for the online dispute resolution platform (ODR platform), 
and lists the recognised alternative dispute resolution entities 
(Portuguese entities listed 
here
).