Decree-Law nº 156/2005, regarding the reinforcement of consumer and user protection in the scope of the supply of goods and service provision, was published on 15 September 2005.
Broadly, this diploma makes it mandatory for every establishment of any suppliers of goods and any service providers – as identified in annexes I and II and including electronic communications and postal service providers – to have a complaint book. It defines the proceedings for the implementation of this measure and for sending the complaints to the relevant regulatory or market control authorities. It also defines how these authorities should treat these complaints, the applicable administrative offences and it gives those authorities the powers to monitor the fulfilment of the rules set by this diploma and to prepare the respective infringement cases.
Every six months, the regulatory authorities and the relevant market control entities should send statistical information on the type and nature of the complaints that were received and handled, to Instituto do Consumidor (Institute of the Consumer). In the end of the third year counting from the date of its coming into force, Instituto do Consumidor should make an evaluation report on the application of this diploma, to be sent to the member of the Government in charge of consumer protection.
Consult:
- Decreto-Lei n.º 156/2005, de 15 de setembro https://www.anacom.pt/render.jsp?contentId=961674
Related information on ANACOM's website:
- Others https://www.anacom.pt/render.jsp?categoryId=333578
