At the Arbitration Center of the Autonomous University of Lisbon (CAUAL), we are committed to offering an effective and accessible consumer dispute resolution service, helping consumers and suppliers find fair and balanced solutions to their disputes.
We believe that arbitration and mediation are effective ways to ensure justice in a fast and accessible manner, avoiding lengthy and complex legal proceedings. At CAUAL, we have specialized professionals who act as arbitrators and mediators, providing an impartial and safe environment where both parties can present their issues and collaborate in the search for an agreement that meets their needs.
To ensure the accessibility of this service, we provide a simple and transparent procedure, where consumers can submit their consumer disputes using the form below. Here, we work to ensure that each case is treated with the utmost dedication, promoting a relationship of trust and respect between the parties involved.
Make your ComplaintLegal documentationAcknowledgementsStatistical information
- Annual Activity Plan approved, in compliance with the provisions of art. 6.1 al. h of Law no. 144/2015
- Annual budget, in compliance with the provisions of art. 6, paragraph 1, letter h of Law no. 144/2015
Good morning,
I appreciate all your help, the issue has been resolved.
Yours sincerely.
I appreciate all your help, the issue has been resolved.
Yours sincerely.
Good morning,
Thank you for your care in this situation. I couldn't have done it without you! Thank you very much!
Thank you very much,
Kind regards
Thank you for your care in this situation. I couldn't have done it without you! Thank you very much!
Thank you very much,
Kind regards
Dr. Ana, thank you very much.
However, my boss contacted the boss of the team member belonging to another professional category, and I can say that the matter will be resolved in principle.
Best regards,
However, my boss contacted the boss of the team member belonging to another professional category, and I can say that the matter will be resolved in principle.
Best regards,
Good afternoon
Are you okay?
The conflict with the bank has been resolved, they sent me a letter admitting the error.
The refund of the amounts charged in excess, although barely noticeable, was made by returning the total amount paid to date and then charging the monthly fees with the contractual spread.
Greetings and thanks for your help, it was essential.
Are you okay?
The conflict with the bank has been resolved, they sent me a letter admitting the error.
The refund of the amounts charged in excess, although barely noticeable, was made by returning the total amount paid to date and then charging the monthly fees with the contractual spread.
Greetings and thanks for your help, it was essential.
Good afternoon, thank you very much.
I received a response that they would repair the air conditioning, as requested.
I would like to thank you once again for your intervention, Dr. Felícia, without which I would not have been able to resolve this situation.
I received a response that they would repair the air conditioning, as requested.
I would like to thank you once again for your intervention, Dr. Felícia, without which I would not have been able to resolve this situation.
Thank you very much for your clarification and for all your professionalism.
It helped a lot and it was great to be able to count on you.
Best regards,
It helped a lot and it was great to be able to count on you.
Best regards,
Good afternoon, I hope you are well. I am very grateful for your availability and attention to this matter. I confirm that everything has been resolved as I wanted.
Best regards,
Best regards,
Dear Mrs. Dr.
I am very grateful to you for your interest and intervention.
I wouldn't have made it without you!
Best regards,
I am very grateful to you for your interest and intervention.
I wouldn't have made it without you!
Best regards,
Good morning,
I appreciate the care taken in updating the process.
I inform you that the answer is in line with what I intended.
Thank you sooooooooo much.
I appreciate the care taken in updating the process.
I inform you that the answer is in line with what I intended.
Thank you sooooooooo much.
Good morning
I hope everything is fine with you. You can do the impossible.
Thank you for everything. Best regards
I hope everything is fine with you. You can do the impossible.
Thank you for everything. Best regards
Thanks for the help
Goodnight
I hope you had a very Happy Holidays.
Yes, the Executive Director agreed that all employees with vacations scheduled on those days could change them in order to benefit from the tolerance.
I thank you for all your support and wish you an excellent 2023.
I hope you had a very Happy Holidays.
Yes, the Executive Director agreed that all employees with vacations scheduled on those days could change them in order to benefit from the tolerance.
I thank you for all your support and wish you an excellent 2023.
ANNUAL ACTIVITY REPORT – YEAR 2023
- Systematic problems (art. 9 no. 2 subparagraph b) – consumer situations with telecommunications operators, billing and termination of contracts. Issues with airlines, namely flight delays and cancellations.
- Percentage rate of rejected disputes and grounds (art. 9 no. 2 al. c) – Since CAUAL has general and territorial jurisdiction, and can cover any legally arbitrable dispute, only complaints that do not fall within the scope of the Center's jurisdiction will be rejected, namely issues that may constitute the commission of a crime/criminal area. In 2023, CAUAL did not reject any cases.
- Average duration of procedures (art. 9 no. 2 subparagraph f) – The average duration of alternative dispute resolution procedures at CAUAL has, in principle, a maximum limit of 90 days, and this period may be extended depending on the complexity of the cases presented or the density of the cases in progress. In 2023, the average duration of alternative dispute resolution procedures at CAUAL was 30 working days.”
ANALYSIS OF CONFLICT CONFLICTS – TOTAL NUMBERS
| Process Entry and Filings | ||
|---|---|---|
| Incoming Processes | Archived Cases | Resolved Cases |
| 148 | 134 | 127 |
- In the archives we include resolved processes and those in which the action was withdrawn.
| Archiving results | |||||||
|---|---|---|---|---|---|---|---|
| Mediation with agreement | Conciliation | Arbitration | Incompetence | Withdrawal | Mediation without agreement | Refusal of arbitration | Others |
| 32 | 89 | 6 | 0 | 7 | 0 | 0 | 0 |
ANALYSIS OF CONFLICTS RELATING TO ESSENTIAL PUBLIC SERVICES
- The remaining cases that are not included here, but are in the total amount (148), concern other consumer issues, which are not requested here.
| Conflicts concerning essential public services | ||||||
|---|---|---|---|---|---|---|
| Postal Services | Electronic Communications | Water | Electricity | Gas | Public Transport | |
| Process entry | 8 | 37 | 8 | 23 | 11 | 5 |
| Filing of processes | 8 | 37 | 8 | 23 | 11 | 5 |
| Resolved processes | 7 | 37 | 5 | 21 | 9 | 3 |
| Detailed information tables | ||||||||
|---|---|---|---|---|---|---|---|---|
| Mediation with agreement | Conciliation | Arbitration | Incompetence | Withdrawal | Mediation without agreement | Refusal of arbitration | Others | |
| Postal services | 0 | 7 | 0 | 0 | 1 | 0 | 0 | 0 |
| Electronic Communications | 3 | 33 | 0 | 0 | 1 | 0 | 0 | 0 |
| Water | 0 | 5 | 0 | 0 | 3 | 0 | 0 | 0 |
| Electricity | 7 | 13 | 2 | 0 | 1 | 0 | 0 | 0 |
| Gas | 0 | 10 | 1 | 0 | 0 | 0 | 0 | 0 |
| Public transport | 0 | 3 | 1 | 0 | 1 | 0 | 0 | 0 |
GENERAL CONFLICT ANALYSIS - MAIN 10 TOPICS COMPLAINED
| Top 10 complained about topics | |||||||||
|---|---|---|---|---|---|---|---|---|---|
| Consumption (in general) | Electricity | Gas | Meo | Water | Vodafone | Us | Billing (miscellaneous) | Leisure (hotels, travel, spas...) | Gyms - Loyalty |
| 67 | 23 | 11 | 11 | 8 | 7 | 7 | 6 | 6 | 1 |