01 Jul Complaints book: Digital format becomes mandatory as of July 1
The electronic complaints book, available from 1 July 2017 only for essential public services, has become mandatory for other economic activities since Sunday, July 1, 2018. Know the new rules, according to the Directorate General of Consumer.
The electronic complaints book is for whom?
The electronic complaints book is addressed to consumers and users, Portuguese and foreign, with an English version on the platform www.livroreclamacoes.pt.
If I have the physical complaints book, am I required to receive complaints through the electronic complaints book?
Yes, both book formats are required.
Am I required to inform the consumer that there is a possibility of making the complaint through the platform?
The service provider / supplier of goods is legally obliged to inform the consumer / user of the existence of the electronic format of the complaints book, and must disclose on the website in a visible and prominent place the access to the platform www.livroreclamacoes.pt.
Am I required to have a website to make this disclosure?
The new legal regime of the complaints book does not oblige service providers to have Internet sites, simply for the purpose of receiving the complaints presented on the platform the existence of a proper e-mail address.
I have a website. Can I also have a complaint form other than platform access?
The service provider / supplier of goods may have its own complaint channels, which should have a distinct appearance, and not be confused with the electronic complaints book.
Is the economic operator obliged to make the complaint book available in electronic form at your establishment?
The diploma does not oblige the service provider to make access to the complaints book in electronic form available in your establishment.
How do I get the copy submission submitted through the platform?
At the time the consumer submits a complaint through the electronic complaints book platform, the complaint is automatically sent to your email address and to the address of the competent authority.
How long do I have to respond to the consumer who submitted the complaint on the platform?
The service provider / supplier of goods must respond to the consumer / users’ complaint within 15 working days of receiving it.
Where can I get the electronic complaints book?
The electronic complaints book can be purchased from the National Press House of the Currency, having four dimensions, 25, 250, 500 and 1500 complaint sheets written in Portuguese and English.
How much will the electronic complaints book be available for most sectors?
As of July 1, 2018, mandatory will be extended to other economic sectors: