LAW DECREE 156/2005

SUMMARY
Establishes the obligation to make the complaints book available to all
suppliers of goods or service providers who have contact with the general
public
__________________________

The complaints book is one of the instruments that make the exercise of the right to
complain more accessible, by providing the consumer with the possibility to complain
in the place where the conflict occurred. The creation of this book was based on the
concern with a better exercise of citizenship through the demand for respect for the
consumers rights.
The justification for the measure, initially aimed at the tourism sector and for
accommodation establishments, catering and beverage establishments in particular,
was related to the need to speed up the resolution of conflicts between consumer
citizens and economic agents, as well as to allow the identification, through a standard
form, of conduct contrary to the law. It is for this reason that it is necessary to
encourage its use, introducing mechanisms that make it more effective as an
instrument for the protection of the users and consumers rights, in order to achieve the
material equality of the actors referred to in Article 9 of Law no. 24/96, of 31 July.
Currently, the complaints book is mandatory in the services and bodies of the Public
Administration in which it is carried out service to the public, in food or beverage
establishments, in tourist resorts, which include hotel establishments, complementary
means of tourist accommodation, public and private campsites and hotel complexes,
travel and tourism agencies, nature houses, rural tourism enterprises, thermal
establishments, tourist animation companies, in enclosures with aquatic amusements,
in entities organizing holiday camps, in operators subject to the regulatory activity of
the Health Regulatory Authority, in private units acting in the area of treatment or
recovery of drug addicts, in private health units that use, for diagnostic, therapeutic
and preventive purposes, ionizing radiation, ultrasound or magnetic fields, in private
dialysis units that carry out therapeutic activities in the field of haemodialysis and
related extracorporeal clearance techniques or chronic peritoneal dialysis, in private
health units, meaning as such 'establishments not integrated into the National Health
Service which have as their object the provision of any medical or nursing services,
with hospitalization or recovery room' in private health units of physical medicine,
rehabilitation, diagnosis, therapy and prevention and family and socio-professional
reintegration into private dental clinics and offices, private laboratories carrying out
diagnostic, therapeutic monitoring and prevention activities in the field of human
pathology, whatever the legal form adopted, in establishments where social support
activities are carried out in the field of social security relating to children, young
people, the elderly or people with disabilities, as well as those intended for the
prevention and remedying of situations of need, dysfunction and social
marginalisation, in the entities responsible for the home support service, in
establishments where the activity of real estate brokerage or real estate raising is
carried out, in driving schools, in periodic technical inspection centres for cars, at
funeral homes and consular posts.
Despite this long list, there are sectors of activity which are not covered by this
obligation, and this is not justified, especially with regard to the provision of essential
public services.
The Program of the XVII Constitutional Government establishes in chapter III,
paragraph V), the need to extend the obligation of existence of the complaints book to
more sectors. This is the main objective of this law: to make the existence of the
complaints book mandatory for all suppliers of goods and service providers who have
contact with the public, with the exception of the services and bodies of the Public
Administration, which continue to be governed by the provisions of article 38 of
Decree-Law no. 135/99, of 22 April.
In the development of this obligation, takes the opportunity to standardize the system
of the complaints book, including in this law all the entities and establishments to
which the obligation to own that book currently applies.
This law provides that the duty to send the complaint falls on the service provider or
the supplier of the good. However, in order to ensure that the complaint actually
reaches the competent authority, the decree allows the consumer to send the
complaint himself.
To this end, the consumer's right to information is reinforced, either through
identification on the sign of the competent authority or on the complaint sheet itself that
explicitly contains information about that option.
Thus, the guarantees of effectiveness of the complaints book are reinforced, as an
instrument of conflict prevention, contributing to the improvement of the quality of the
service provided and the goods sold.
The members of the National Consumer Council were consulted.
Thus: In accordance with paragraph a) of paragraph 1 of article 198 of the
Constitution, the Government decrees the following:
CHAPTER I
Subject matter and scope

Article 1
Subject matter
1 - This Decree-Law aims to strengthen procedures for the protection of the rights of
consumers and users in the context of the supply of goods and provision of services.2
- This Decree-Law establishes the obligation to exist and make available the
complaints book, in physical and electronic formats.3 - Suppliers of goods and service
providers may make available on their website instruments aimed at solving problems
of consumers or users, provided they ensure a clear distinction between them and the
complaints book.

Article 2
Scope
1 - All suppliers of goods and service providers, in particular those identified in the
annex to this Decree-Law, of which it forms an integral part, are covered by the
obligation to make available the physical format of the complaints book in all
establishments that:
(a) are installed on a fixed or permanent basis, and in them is exercised, exclusively or
mainly, in a habitual and professional way, the activity; and
b) Have contact with the public, namely through customer service services intended for
the offer of products and services or maintenance of customer relations.
2 - All suppliers of goods and service providers, namely those identified in the annex to
this Decree-Law, are covered by the obligation to make available the electronic format
of the complaints book, or develop the activity in an establishment that complies with
the requirements set out in the preceding paragraph or through digital means.
3 - The regime provided for in this Decree-Law does not apply to the services and
bodies of the Public Administration referred to in articles 35-A and 38 of Decree-Law
no. 135/99, of 22 April, as amended by Decree-Laws no. 29/2000, of March 13, 72-
A/2010, of June 18, 73/2014, of May 15, and 58/2016, of August 29.
4 - The obligation to make the complaints book available is covered by the obligation to
make available the complaints book to non-profit associations that carry out activities
identical to those of the establishments identified in the annex to this Decree-Law.
5 - The complaints book may be used by any consumer or user in the situations and
under the terms provided for in this Decree-Law.
6 - With the exception of the provision in paragraph 3, the services and bodies of the
Public Administration in charge of the provision of public water supply, wastewater
sanitation and urban waste management services that are now subject to the
obligations contained in this Decree-Law.
7 - Without prejudice to the provisions of paragraph 3, it is incumbent upon suppliers of
goods and service providers whose activity is subject to regulation by a regulatory
body of the sector or competent market control entity ensure compliance with the
obligations provided for in this Decree-Law in cases where the supply of goods and
services are carried out, even if not exclusively or principally, in the places of the
services and bodies of the Public Administration that have contact with the public.
8 - The complaint presented in the complaints book in electronic format has the same
validity as the complaint presented in the complaints book in physical format.

CHAPTER II
The physical format of the complaints book and the procedure of the supplier of goods
or service provider

Article 3
Obligations of the supplier of goods or services
1 - The supplier of goods or service provider shall be obliged to:
a) have the complaints book in the establishments to which the activity relates;
b) Provide immediately and free of charge to the consumer or user the
complaints book whenever requested by it, without prejudice to the observance of
the rules of the service order provided for in the commercial establishment, with
respect for the priority service scheme;
c) display in its establishment, in a clearly visible place and with characters easily
readable by the consumer or user, the following information:
(i) 'This establishment has a complaints book';
(ii) 'Entity competent to assess the complaint: [full identification and address
of the entity]'.
d) Maintain, for a period of at least three years, an organized archive of the
 complaints books that it has closed;
e) Send the originals of the complaint sheets and documents referred to in
paragraph 2 of article 5.º
2 - The supplier of goods or service provider cannot, under any circumstances, justify
the lack of a complaints book in the establishment where the consumer or user
requests it by the fact that it is available in other establishments, dependencies or
branches, or because it provides the electronic format of the complaints book.
3 - The supplier of goods or the service provider may not impose any alternative
means of formalizing the complaint before having made the complaints book available,
nor condition the submission of the complaint, in particular, on the need to identify the
consumer or user.
4 - When the complaints book is not immediately made available to the consumer or
user, the latter may request the presence of the police authority in order to remove
such refusal or for that authority to take note of the occurrence and bring it to the
competent authority to supervise the sector concerned.
5 - The essential public service provider, referred to in Law no. 23/96, of 26 July, as
amended by Laws no. 12/2008, of February 26, 24/2008, of June 2, 6/2011, of March
10, 44/2011, of June 22, and 10/2013, of January 28, is obliged to respond to the
consumer and user within a maximum period of 15 working days from the date of the
complaint drawn up in the complaints book.

Article 4
Formulation of the complaint
1 - The complaint is formulated by completing the complaint sheet in the complaints
book.
2 - In the formulation of the complaint, the consumer or user must respect the rules of
completion provided for in the instruction sheet and the complaint sheet, and in
particular:
a) Fill in correctly and completely all the fields related to their identification and
address;
b) Correctly fill in the identification and location of the supplier of goods or
supplier of the service;
c) Describe clearly and fully the facts that motivate the complaint, respecting the
space that is intended for its description;
d) Affix the date of the complaint.
3 - For the purposes of point b) of the preceding paragraph, the supplier of goods or
the service provider must provide all the necessary elements for the correct completion
of the fields relating to its identification, and must also confirm that the consumer or
user has filled them out correctly.4 - When consumers or users are unable to fill out the
complaint sheet for reasons of illiteracy or physical disability, the supplier of goods, the
service provider or any person responsible for the service shall, at the time of
submission of the complaint and at the request of the consumer or user, fill it out in the
terms described orally by it.

Article 5
Submission of the complaint sheet
1 - After completing the complaint sheet, the supplier of the good, the service provider
or the employee of the establishment, shall, within 15 working days, unless a separate
period is established by special law, send the original of the complaint book sheet, as
the case may be:
a) to the competent market control authority or to the regulatory authority of the
sector identified in article 11;
b) to the competent market control entity or to the regulatory authority of the
sector, in the case of a supplier of goods or a service provider not identified in the
Annex to this Decree-Law;
c) to the entity that, in accordance with the law, issues the respective
accreditation, in the absence of a regulatory authority of the sector or of a
competent market control entity, in the case of a supplier of goods or a service
provider not identified in the Annex to this Decree-Law and subject to an
accreditation process;
d) to Food and Economic Safety Authority (ASAE), if there is no competent entity
under the preceding paragraphs.
2 - For the purposes of the preceding paragraphs, the shipment of the original of the
complaint sheet must be accompanied by the following elements:
a) The response already sent to the consumer or user by virtue of the complaint
made, when applicable;
b) The copy of the advertising message, through physical or digital support,
when the object of the complaint concerns advertising.
3 - The shipment of the original of the complaint sheet may also be accompanied by
clarifications on the situation subject to the complaint, including information on the
follow-up that has been given to it.
4 - After completing the complaint sheet, the supplier of the good, the service provider
or the employee of the establishment also has the obligation to deliver the duplicate of
the complaint to the consumer or user, keeping in his possession the triplicate, which
is an integral part of the complaints book and which cannot be withdrawn from it.
5 - If the consumer or user refuses to receive the duplicate of the complaint, the
supplier of the good or service provider must proceed to file the duplicate, with the
mention of this refusal.
6 - Without prejudice to the provisions of the preceding paragraphs, the consumer or
user may also send the duplicate of the complaint sheet to the competent market
control entity or to the regulatory authority of the sector, in accordance with the
instructions contained therein, or, in the case of a supplier of goods or a service
provider not identified in the annex to this Decree-Law and there being neither of these
entities, to the entity that under the law is competent to issue the respective
accreditation or, in the absence thereof, to ASAE.

Article 5a
Digital review of the sheets of the complaints book in physical format
1 - Sectoral regulatory authorities and competent market control entities may
determine the obligation to send the complaint sheet and the elements referred to in
paragraph 2 of article 5 by electronic means.
2 - Without prejudice to the provisions of the preceding paragraph, the supplier of
goods or service provider may send electronically the complaint sheet and other
elements to the sector regulatory authority or competent market control entity.
3 - The supplier of goods or the service provider shall maintain, for a period of three
years, a duly organised archive of the original documents and evidence of their
consignment in electronic format, unless a longer period is fixed by special legislation.
4 - For the purposes of paragraphs 1 and 2, the industry regulatory authority or the
competent market control entity shall, likewise, acknowledge receipt of the complaint
sheets and other documentary elements.
5 - When, for reasons of technical unavailability, it is not possible to comply with
paragraphs 1 and 2, the supplier of goods or the service provider sends the original of
the paper complaint sheet within the period provided for in paragraph 1 of article 5.
CHAPTER III
The electronic format of the complaints book and the procedure
Article 5b
Disputes between the supplier of goods and the service provider concerning
the electronic format of the complaints book
1 - The supplier of goods or service provider shall be obliged to have the electronic
format of the complaints book, in accordance with paragraphs 2 and 3 of article 9.º
2 - Suppliers of goods and service providers shall disclose on their websites, in a
visible and prominent place, access to the Digital Platform.
3 - Suppliers of goods and service providers who do not have websites shall be
holders of an e-mail address for the purpose of receiving complaints submitted through
the Digital Platform.
4 - The supplier of goods or service provider must reply to the consumer or user within
a maximum period of 15 working days from the date of the complaint, unless a shorter
period is established by special law, to the e-mail address indicated in the form,
informing it, where applicable, of the measures adopted following it.
5 - The provisions of paragraph 2 of article 5 shall apply, with due changes, to
complaints of the electronic format of the complaints book.
6 - The existence and availability of the electronic format of the complaints book does
not remove the obligation to make available, simultaneously, the physical format of the
complaints book, in the establishments referred to in Article 2(1).

Article 5c
Submission of the complaint in electronic format
1 - The consumer or user may formulate the complaint in electronic format through the
Digital Platform.
2 - The provisions of paragraph 4 of article 4 shall apply, mutatis mutandis, to the
formulation of the complaint in electronic format, if requested by the consumer or user,
without this implying the obligation to provide means of access to the Digital Platform.

CHAPTER IV
he procedure of the competent authorities
Article 6
Procedure of the competent market control authority and the regulatory
authority in the sector
1 - For the purposes of this Decree-Law, it shall be incumbent upon the competent
market control authority or the regulatory authority of the sector:
a) to receive complaints in physical or electronic format, accompanied by the
reply already sent to the consumer or user, where applicable, and other
additional elements sent to it by the supplier of goods or by the service provider,
in particular the respective clarifications and information on the follow-up that has
been given to the complaints;
b) Request the provision of clarifications on the situation subject to the complaint,
including information on the follow-up that has been given to it, when it deems
necessary;
c) Analyze the complaints, the documentation submitted by the supplier of goods
or service provider and initiate the appropriate procedure if the facts resulting
from the complaint indicate an administrative offence to the provisions of this
Decree-Law or in a specific rule applicable to the subject matter of the complaint.
2 - The competent market control entity or the regulatory body of the sector must also,
depending on the content of the complaint made by the consumer or user and the
clarifications submitted by the supplier of goods or the service provider, take the
measures it deems appropriate, in accordance with the powers conferred on it by law.
3 - The competent market control authority or the regulatory authority of the sector,
within the scope of the powers conferred on it by law, may, through written
communication, inform the complainant about the procedure or about the measures
that have been or will be adopted following the complaint made.
4 - Whenever the complaint results in a situation of dispute, the competent market
control authority or the regulatory body of the sector, within the scope of the tasks
conferred on it by law, shall, by means of written communication and after completion
of all the steps necessary for the legal restoration of the situation, inform the
complainant of the procedure or measures that have been or will be adopted following
the complaint made and, in the case of a consumer dispute not resolved by the
supplier of goods or service provider, it also informs the consumer or user about the
possibility of recourse to alternative means of dispute resolution.
5 - Without prejudice to the provisions of the preceding paragraphs, when the
complaint sheet results only suggestions, compliments or comments that do not
constitute a complaint, the sector regulatory authority or the competent market control
entity must close the complaint.
6 - For the purposes of applying the regime contained in this law, the supplier of goods
and the service provider must provide the cooperation required by the competent
market control entity or regulatory body of the sector, in particular by ensuring direct
access to the information and presenting the documents or records requested.
7 - For the purposes of the provisions of the previous chapter, the competent
regulatory authorities and market control bodies shall make available and disseminate,
in a prominent place, on their websites, access to the digital platform that provides the
electronic format of the complaints book, hereinafter referred to as the Digital Platform.

CHAPTER V
The edition and sale of the complaints book

Article 7
Complaint book template
The following are approved by order of the members of the Government responsible
for the areas of administrative modernization, finance and consumer protection:
a) The model of the physical format of the complaints book, as well as the rules
relating to its edition and sale;
b) The model form, edition, price, supply and distribution of the electronic format of the
complaints book.

Article 8
Acquisition of a new complaints book in physical format
1 - The closure, loss or loss of the complaints book shall oblige the supplier of goods
or the service provider to purchase a new book.
2 - The loss or loss of the complaints book shall oblige the supplier of goods or the
service provider to communicate this fact in writing to the regulatory authority of the
sector or to the competent market control entity, within a maximum period of five
working days.
3 - In the event of closure, loss or loss of the complaints book, the supplier of goods or
service provider, during the period of time in which he does not have the book, must
inform the consumer or user about the regulatory authority of the sector or market
control competent to submit a complaint.
4 - The change of address of the establishment, the change of the activity or the
respective CAE, or the change in the name of the establishment does not require the
acquisition of a new complaints book.
5 - In the cases provided for in the preceding paragraph, the supplier of goods or
service provider must electronically communicate, to Imprensa Nacional-Casa da
Moeda, S. A., the change made, for the purposes of endorsement in the complaints
book.

CHAPTER VI
Supervision and administrative proceedings

Article 9
Administrative offences
1 - Constitutes a serious economic offence, punishable under the Legal Regime of
Economic Offences (RJCE), the violation of the provisions of points a), b) and e) of
paragraph 1 of article 3, paragraphs 1 and 2 of article 5, paragraph 3 of article 5-A,
paragraphs 1 to 3 of article 5-B and paragraphs 1 and 3 of article 8.º
2 - Constitutes a minor economic offence, punishable under the RJCE, the violation of
paragraph 3 of Article 1, points c) and e) of paragraph 1 and paragraphs 2, 3 and 5 of
Article 3, paragraphs 3 and 4 of Article 4, paragraphs 4 and 5 of Article 5, paragraph 4
of Article 5-B, paragraph 6 of Article 6 and paragraphs 2 and 5 of Article 8.
3 - The violation of the provisions of point b) of paragraph 1 of article 3, plus the
occurrence of the situation provided for in paragraph 4 of the same article, constitutes
a very serious economic offense, punishable under the RJCE.
4 - Negligence is punishable under the RJCE.

Article 9a
Warning
1 - In addition to the cases provided for in the RJCE, the initiation of administrative
proceedings for violation of paragraphs 1 to 3 of article 5-B shall be preceded by
notification of warning to the offender for the adoption of the measures necessary to
comply with the obligations provided for in those provisions, within 90 consecutive
days.
2 - The competent authority for the supervision and investigation of administrative
offence proceedings shall determine the filing of the file or the initiation of proceedings
of administrative offense, depending on whether or not the offender complies with the
provisions of the preceding paragraph.3 - The provisions of the preceding paragraphs
shall not apply to providers of essential public services.

Article 10A
Additional penalties
1 - When the seriousness of the infringement justifies it, ancillary sanctions may still be
applied, under the terms of the general regime of administrative offences.
2 - (Revoked.)

Article 11
Supervision and investigation of administrative offence proceedings
1 - The supervision of compliance with the provisions of this Decree-Law, as well as
the investigation of proceedings and the application of fines and ancillary sanctions
relating to administrative offences provided for in paragraph 1 of article 9, shall be:
a) ASAE, when practised in establishments supplying goods and providing
services referred to in points a) to k) of paragraph 1, in points a) to f) of
paragraph 3 and in paragraph 5 of the annex to this Decree-Law;
b) to the General Inspection of Cultural Activities, when practiced in
establishments mentioned in point m) of paragraph 1 and in paragraph 4 of the
annex to this Decree-Law;
c) to the Institute of Registries and Notaries, I. P., when practiced in
establishments mentioned in paragraph 1 (n) of the annex to this Decree-Law;
d) to the Mobility and Transportation Authority, when carried out in
establishments mentioned in paragraph 1 l), in paragraph 6 and in points a) to d)
of paragraph 11 of the annex to this Decree-Law;
e) to the Institute of Public Markets, Real Estate and Construction, I. P., when
practiced in establishments mentioned in points a) to i) of paragraph 2 of the
annex to this Decree-Law;
f) to the respective captaincies, when practiced in establishments mentioned in
 point h) of paragraph 3 of the annex to this Decree-Law;
g) to the Gaming Regulation and Inspection Service of Turismo de Portugal, I. P.,
when practiced in establishments mentioned in paragraph 8 of the Annex to this
Decree-Law;
h) to the Order of Veterinarians, when practiced in establishments mentioned in
paragraph 9 of the annex to this Decree-Law;
i) to the Regulatory Authority of Energy Services, when practiced in
establishments of the service providers referred to in paragraph 7 and in points b)
and c) of paragraph 10 of the annex to this Decree-Law;
j) to the National Communications Authority, when practiced in establishments of
the service providers mentioned in points d) and e) of paragraph 10 of the annex
to this Decree-Law;
k) to the Regulatory Authority of Water and Waste Services, when practiced in
establishments of the service providers referred to in points a), f) and g) of
paragraph 10 of the annex to this Decree-Law;
l) to the National Civil Aviation Authority (ANAC), when practiced in
establishments mentioned in point e) of paragraph 11 of the annex to this
Decree-Law;
m) to the Social Security Institute, I. P., and its district social security centers
when practiced in establishments mentioned in paragraph 12 of the annex to this
Decree-Law;
n) To Banco de Portugal, when practised in the establishments referred to in
paragraph 13 of the annex to this Decree-Law;
o) to the Insurance and Pension Funds Supervisory Authority, when carried out in
establishments referred to in paragraph 14 of the Annex to this Decree-Law;
p) to the Securities Market Commission, when carried out in establishments
mentioned in paragraph 15 of the Annex to this Decree-Law;
q) to the General Inspectorate of Education and Science, when practiced in
establishments mentioned in paragraphs 16 and 17 of the annex to this Decree-
Law;
r) To the Health Regulatory Authority, when practiced in establishments
mentioned in paragraph 3 (g) and in paragraph 18 of the annex to this Decree-
Law;
s) To INFARMED - National Authority for Medicines and Health Products, I. P.,
when practiced in establishments mentioned in paragraph 19 of the annex to this
Decree-Law.
2 - In cases where the entities to which refers to the preceding paragraph do not have
sanctioning powers, the application of the respective fines and ancillary sanctions is
competent:
a) The General Inspectorate of Justice Services, when the supervision and
investigation of cases is carried out by the entity referred to in point c);
b) the ASAE, when the supervision and instruction of the processes is carried out
by the entity referred to in point h).
3 - ASAE is responsible for the supervision, the investigation of the proceedings and
the imposition of fines and ancillary sanctions related to the administrative offences
provided for in paragraph 1 of article 9 when practiced in establishments supplying
goods and services not mentioned in the annex to this Decree-Law and when there is
no competent market control authority and regulatory authority of the sector.
4 - The proceeds of the fines imposed for the practice of the economic offences
provided for in this Decree-Law shall be apportioned in accordance with the terms of
RJCE.
5 - (Revoked.)

CHAPTER VII
The other provisions
Article 12
Common telematic information network
1 - The common telematic information network (RTIC), established by the Directorate-
General for Consumer Affairs for the registration and handling of complaints from
consumers and users contained in the complaints book, shall be part of the Digital
Platform referred to in paragraph 1 of article 12-A.
2 - RTIC aims to ensure the communication and exchange of statistical information on
consumer conflict arising from complaints and ensures its storage and management by
entities competent regulators and market control, providing complainants and
complainants with access to information about their complaint, in compliance with the
provisions of Law no. 67/98, of 26 October.
3 - The competent regulatory and market control authorities are obliged to register and
deal directly with complaints received through the physical format of the complaints
book in RTIC or to provide connections between this network and its own network that
allow the communication of data between both, in order to comply with the objectives
set out in the preceding paragraph.
4 - The participation of the competent regulatory or market control authority in the
RTIC is formalized through a protocol to be concluded with the Directorate-General for
Consumers, and must respect the principles of cooperation and good management.
5 - The consumer or complaining user as well as the respondent professional have
access to RTIC for consultation of the stage in which their complaint is.
6 - The way RTIC operates, the way complaints are registered, as well as the access
of regulatory or market control authorities and complainants and claimants to the
network, are the subject of an ordinance of the Member of Government responsible for
the area of consumer protection, to be issued within 30 days from the date of
publication of this Decree-Law.7 - (Revoked.)

Article 12
Digital Platform
1 - The Digital Platform aims, in compliance with the provisions of Law no. 67/98, of 26
October, as amended by Law no. 103/2015, of 24 August, to enable the submission of
complaints in electronic format, as well as the submission of requests for information
related to consumer or user protection.
2 - The operation of the Digital Platform is approved by order of the members of the
Government responsible for the areas of administrative modernization and consumer
protection.
3 - Without prejudice to the provisions of the preceding paragraph, the electronic
complaint form must comply with the rules of digital accessibility, in order to allow the
autonomous submission of complaints by consumers or users with visual impairment.

Article 13
Other means of complaint
1 - The formulation of the complaint in accordance with the provisions of this Decree-
Law shall not exclude the possibility of the consumer or user submitting complaints by
any other means and shall not limit the exercise of any constitutionally or legally
enshrined rights.
2 - Without prejudice to the procedures provided for in this Decree-Law, the regulatory
bodies of the sector and competent market control entities may establish internal
mechanisms, within the scope of its powers, which allow a speedy resolution, namely
the joint treatment of complaints of the same consumer or user and with the same
object, and which do not diminish the guarantees of protection of the parties.

Article 13a
Report on conflict in consumption
The Directorate-General for Consumer Affairs shall annually prepare a comprehensive
statistical report on consumer conflict and may for this purpose request the
cooperation of the regulatory authorities of the sector and the competent market
control entities involved in the application of this Decree-Law.

Article 14
Evaluation of the implementation
(Revoked.)

Article 15
Standardisation of regime and revocation
(Revoked.)

CHAPTER VIII
Entry into force

Article 16
Entry into force
This law shall come into effect on January 1st, 2006.

ATTACHMENT
(referred to in paragraphs 1, 2 and 4 of Article 2, paragraphs 1 and 6 of Article 5 and
paragraphs 1 and 3 of Article 11)
Entities which, pursuant to article 2, are covered by the obligation to make available
the complaints book:
1 Establishments for sale to the public and services providers of:
a) Retail and commercial establishments, as well as wholesale establishments
with resale to the final consumer;
b) Trade, maintenance and repair of new and used bicycles, mopeds,
motorcycles and motor vehicles;
c) Food or beverages;
d) Laundry, dry cleaning and ironing;
e) Hairdresser, beauty or others of a similar nature;
f) Tattoos and piercings;
g) Physical maintenance, regardless of the name adopted;
h) Repair of personal and household goods;
i) Studies and explanations;
j) Funeral homes;
k) Lenders;
l) Rental of bicycles, motorcycles and motor vehicles;
m) Rental of videograms;
n) Private notaries.
2 - Establishment of companies in the field of construction and real estate:
a) Civil construction;
b) Real estate promotion;
c) Administration of condominiums;
d) Real estate valuation;
e) Lease, purchase and sale of real estate;
f) Administration of real estate on behalf of others;
g) Real estate mediation;
h) Consultancy and mediation of works;
i) Management, planning and supervision of works.
3 - Establishments providing services in the area of tourism:
a) Tourist developments;
b) Local accommodation;
c) Travel agencies and tourism;
d) Tourism animation companies;
e) Enclosures with aquatic amusements;
f) Holiday camps;
g) Thermal facilities;
 h) Marinas.
4 - Performances of an artistic nature.
5 - Underground or surface car parks.
6 - Automobile inspection centers, driving schools and driving test centers.
7 - Gas stations.
8 - Casinos, machine rooms, bingo game rooms.
9 - Medical-Veterinary Care Centers.
10 - Establishment of public service providers essential:
(a) water supply;
b) electricity supply;
c) supply of natural gas and piped liquefied petroleum gases;
d) electronic communications;
e) Postcards;
f) Collection and treatment of waste water;
g) Urban solid waste management.
11 - Establishment of transport service providers:
a) Road;
b) Rail;
c) Maritime;
d) River;
e) Air; in particular, managing bodies of national airports and aerodromes,
coordinating bodies for the process of allocating and facilitating slots at national
airports, air navigation service providers with the exception of aeronautical
meteorological service providers, air transport operators and air work operators,
entities providing air transport support services and groundhandling service
providers.
12 - Private Social Security Institutions or similar institutions, as well as establishments
of the Institutions in respect of which there are cooperation agreements or protocols
concluded with the District Social Security Centres, I. P.:
a) in the context of support for children and young people: nursery, family
nursery, pre-school education establishment, leisure activity centres, family
support centres and parental counselling,
(b) in the context of support for the elderly: social centres, day centres, night
centres, residential structures for the elderly and family care for the elderly;
(c) in the context of support for persons with disabilities: occupational activity
centers, residential homes,
(d) In the context of support for people with mental or psychiatric illnesses: socio-
 occupational forums, shelters, protected, autonomous and supported living units;
e) within the framework of support for other groups: social reintegration
apartments, residences for people with HIV/AIDS, temporary accommodation
centers and insertion communities;
f) In the context of family and community support: social assistance and
accompaniment, community centres, social canteens, shelters, life support centre
and home support services;
g) in the context of social support: establishments in which activities similar to
those referred to in the preceding paragraphs are carried out, although under a
different name.
13 - Credit institutions, financial companies, payment institutions, electronic money
institutions, postal service providers with regard to the provision of payment services,
and credit intermediaries.
14 - Establishments of insurance undertakings, as well as establishments of insurance
intermediaries and pension fund management companies.
15 - Providers of financial intermediation services in relation to financial instruments or
similar under the supervision of the Securities Market Commission.
16 - Private and cooperative educational establishments pre-school and primary and
secondary education.
17 - Private and cooperative higher education establishments.
18 - Establishments of health care providers:
a) Private health units with hospitalization or recovery room;
b) Private health units with specific activity, namely laboratories; units for the
purposes of diagnosis, therapy and prevention of ionizing radiation, ultrasound or
magnetic fields; private dialysis units; clinics and dental offices and physical
medicine and rehabilitation units;
c) Other operators subject to the regulatory activity of the Health Regulatory
Authority;
d) Private health care units in the area of drug addiction.
19 - Pharmacies.