What is the Electronic Complaints Book?
The Complaints Book is a citizenship tool that allows consumers to record non‑compliant situations when purchasing goods or services. It is available in both physical and electronic formats (website or mobile app). The electronic platform enables consumers to submit complaints, make suggestions for improvement, and leave compliments about the service received. The platform is available in Portuguese and English, and electronic complaints have the same legal validity as those recorded in the physical book.
Who must have it?
The Electronic Complaints Book is mandatory for:
- All physical and digital commercial establishments.
- Non‑profit associations engaged in commercial‑type activities.
- Public Administration services/bodies that provide customer service.
Obligations for economic operators
Economic operators must:
- Register on the Electronic Complaints Book platform.
- Reply to the complainant within 15 working days by email.
- Notify the regulatory/supervisory authority of the reply via the platform.
- Clearly display information on how to access the digital platform.
Consumer rights and procedures
Complaints: Submitting a complaint via the platform is free of charge. Users must have a valid email address to file and track their complaints, suggestions, or compliments.
Non‑compliance: If a service provider does not have an electronic book, consumers should report this to the relevant regulatory authority (e.g., ASAE). In urgent cases, they may request police assistance to verify the absence of the book on the premises.
Sanctions: Failure to register or provide access leads to administrative proceedings and the imposition of fines and/or ancillary sanctions by authorities such as ASAE or other supervisory bodies.
Teresa Martins Lança | [email protected]
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