The Livro de Reclamações (Complaints Book) is a legal instrument in Portugal that aims to protect consumers’ rights and regulate consumer complaints. It serves as a formal channel for consumers to submit complaints against goods or services provided by businesses.
Businesses that provide goods or services directly to consumers are required by law to have a physical or electronic Livro de Reclamações available for use. The book contains forms where consumers can write down their complaints, including details such as their name, contact information, the nature of the complaint, and any relevant documentation and once a complaint is filled out the consumer submits one copy to the business, which is then obliged to respond to the complaint within a specified timeframe. A duplicate copy of the complaint form is sent to the competent regulatory authority, which varies depending on the sector (e.g., consumer protection agency, tourism authority, health authorities, etc.). The regulatory authority then investigates the complaint and takes appropriate actions to ensure that the consumer’s rights are protected. This may involve mediation between the consumer and the business, issuing fines or penalties for non-compliance, or other corrective measures. The Livro de Reclamações provides consumers with a formal means to voice their complaints and seek resolution for any issues they encounter and by requiring businesses to maintain and respond to complaints registered, the system helps regulate business practices and ensure compliance with consumer protection laws. It also allows regulatory authorities to collect data on consumer complaints, which then can be used to identify patterns of misconduct or areas where regulatory action may be necessary.
