Online Dispute Resolution

Dear customer, In the event of a dispute, any consumer residing in Portugal and the European Union can exercise their right to complain to an official, third-party entity that is impartial to the process. In this context, iKOCOON provides all the information you need to exercise your right to complain. If you are dissatisfied for any reason, you can turn to a consumer Alternative Dispute Resolution (ADR) body, as listed below:

• Lisbon Consumer Conflict Arbitration Center
• CIAB – Consumer Information, Mediation and Arbitration Center (Consumer Arbitration Court)
• CNIACC – National Center for Consumer Conflict Information and Arbitration
• European Commission

You can also formalize your complaints and claims by contacting iKOCOON at geral@ikocoon.com. To find out more about these processes, we also suggest consulting the website of the Directorate-General for Consumer Affairs: www.consumidor.pt.

What is alternative dispute resolution?

This is a mechanism that allows all consumers to turn to official entities that can help resolve any conflict with a commercial entity, without first having to open a litigation process in the courts.

What role do these entities play in resolving the conflict?

These entities act as intermediaries between the consumer and the trader who is the subject of the complaint. The intermediary can impose a solution on both parties, or try to bring them together so that a solution can be reached. Alternative dispute resolution is generally less expensive, less formal and quicker than the judicial route.