To resolve any dispute, without prejudice to the access of Consumers to common legal resources, TOURISTCARE guarantees a Client Support Office for its Clients which is possible to contact by:
Letter: Av. Marechal Craveiro Lopes, n.º 6, 1700-284 Lisbon
Telephone: +351 210 402 426
As an alternative to direct contact with its Manager, TOURISTCARE declares that Law No.144/2015, of 8th September, which transposed to the Portuguese legal system, Directive 2013/11/EU, from the European Parliament and Council, of 21st May 2013, on the alternative resolution of consumer disputes, established a new legal framework for mechanisms for the extra-judicial resolution of consumer disputes, creating the Consumer Arbitration Network in Portugal.
ATherefore, when a Consumer has a problem with the provision of a service marketed by TOURISTCARE, they can always use an Entity for the Alternative Resolution of Consumer Disputes (RAL), because these entities are authorized to mediate, conciliate and arbitrate consumer disputes in Portugal.
These RAL entities are independent and have specialized personnel who assist consumers and companies impartially to find an amicable solution through mediation or conciliation or, if this agreement is not achieved, allow a decision to be taken by arbitrators in a simple and rapid arbitration process.
In order to see a current list of RAL entities provided for by Law No.144/2015, and also the disputes they cover, consumers shall consult the portal of the Directorate-General for the Consumer, which is the competent national authority for organizing the registration and dissemination of the list of RAL entities at www.consumidor.pt or www.arbitragemdeconsumo.org.