{"id":3027,"date":"2023-11-07T08:46:28","date_gmt":"2023-11-07T08:46:28","guid":{"rendered":"https:\/\/ciab.frameworklab.pt\/?page_id=3027"},"modified":"2024-09-16T09:40:18","modified_gmt":"2024-09-16T09:40:18","slug":"what-we-do","status":"publish","type":"page","link":"https:\/\/ciab.pt\/en\/what-we-do\/","title":{"rendered":"What we do"},"content":{"rendered":"<h1>\n<p>Consumer Arbitration Network<\/p>\n<\/h1>\n<div>\n<p>Law n.\u00ba 144\/2015, of September 8<sup>th<\/sup> (RAL Law), creates the Consumer Arbitration Network that integrates consumer conflict arbitration centers (CACC) authorized to pursue information, mediation, conciliation and arbitration of these disputes.<\/p>\n<p>The place where the purchase and sale contract for the good or service provision is concluded will determine which is the competent RAL Entity.<\/p>\n<p>If there is no specific territorial center, you must contact the CNIACC.<\/p>\n<\/div>\n<p>\n    <a href=\"\/links-uteis\/\">Other Arbitration Centers<\/a>\n<\/p>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2024\/01\/Logo-RAL-.jpg\" alt=\"\"><\/p>\n<h1>\n<p>Competence of CIAB<\/p>\n<\/h1>\n<div>\n<p>Inform the consumers and companies about their rights and duties in the area of consumption;<\/p>\n<ul>\n<li>For example, the consumer who gets his water supply from a private catchment located on his land and receives a notification from the municipality to connect to the public network wants to know whether he is obligated to make the connection.<\/li>\n<li>Or the consumer who purchased a defective computer wants to know what their rights are in this situation.<\/li>\n<\/ul>\n<p>Resolve consumer conflicts through mediation, conciliation and arbitration;<\/p>\n<ul>\n<li>\u00a0For example, the consumer who has a dispute with their communications operator resulting from the termination of a contract, and whose company considers that there is a loyalty period in progress.<\/li>\n<li>Or the situation of the consumer who finds himself faced with a repair poorly carried out by the workshop where he placed the car.<\/li>\n<\/ul>\n<p>In these and other cases, in which the consumer is unable to directly resolve their problem with the economic agent and requests help from the Center, CIAB will seek a solution using the tools it has: mediation, conciliation and arbitration. CIAB&#8217;s resolution rate in complaint processes is over 80%.<\/p>\n<\/div>\n<ul>\n<li>\n        <a href=\"\/estatutos-e-regulamentos#art4\">Material Competence <\/a>\n    <\/li>\n<li>\n        <a href=\"\/estatutos-e-regulamentos#art4\"> Territorial Competence <\/a>\n    <\/li>\n<li>\n        <a href=\"\/estatutos-e-regulamentos#art4\">Competence due to Value<\/a>\n    <\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/background-square-05.png\" alt=\"\"><br \/>\n<img decoding=\"async\" src=\"\/wp-content\/uploads\/background-square-03.png\" alt=\"\"><\/p>\n<h1>\n<p>Phases of the complaint process<\/p>\n<\/h1>\n<ul>\n<li>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2024\/01\/115_team_meeting_flatline.svg\" alt=\"\"><\/p>\n<h3>Mediation<\/h3>\n<div>\n<div class=\"seta-mediacao\"><img decoding=\"async\" src=\"\/wp-content\/uploads\/2023\/12\/seta-slide.png\"\/><\/div>\n<\/div>\n<\/li>\n<li>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2024\/01\/002.svg\" alt=\"\"><\/p>\n<h3>Concilia\u00e7\u00e3o<\/h3>\n<div>\n<div class=\"seta-conciliacao\"><img decoding=\"async\" src=\"\/wp-content\/uploads\/2023\/12\/seta-slide.png\"\/><\/div>\n<\/div>\n<\/li>\n<li>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2024\/01\/118_team_work_flatline.svg\" alt=\"\"><\/p>\n<h3>Arbitragem<\/h3>\n<\/li>\n<\/ul>\n<div>\n<p>        <img decoding=\"async\" src=\"\/wp-content\/uploads\/2023\/11\/mediacao-01.png\" alt=\"\"><\/p>\n<h3>Mediation<\/h3>\n<div>\n<div class=\"read-more\" id=\"panel1\">\n<p>The legal notion of mediation currently in force is contained in Law n.\u00ba 29\/2013, of April 19<sup>th<\/sup>, which establishes the general principles applicable to mediation carried out in Portugal, as well as the legal regimes for civil and commercial mediation, mediators and public mediation (Mediation Law) which provides in paragraph a) of article 2\u00ba a definition of mediation stating that this is \u201cthe form of alternative dispute resolution, carried out by public or private entities, through which two or more parties in dispute voluntarily seek to reach an agreement with the assistance of a conflict mediator.\u201d<\/p>\n<div class=\"read-more-content\" style=\"display: none;\">\n<p>Ao n\u00edvel doutrin\u00e1rio \u00e9 poss\u00edvel encontrar as mais diversas formula\u00e7\u00f5es, mais pr\u00f3ximas ou mais distantes da no\u00e7\u00e3o legal referidas, que n\u00e3o \u00e9 poss\u00edvel apresentar aqui. Podemos, por\u00e9m referir aquelas que ser\u00e3o as caracter\u00edsticas fundamentais deste procedimento:<br \/>&#8211; Administra\u00e7\u00e3o do conflito pelas partes, procurando assim a sua auto-responsabiliza\u00e7\u00e3o;<br \/>&#8211; Apelo \u00e0 interven\u00e7\u00e3o de um terceiro imparcial que auxilia as partes na busca de uma solu\u00e7\u00e3o;<br \/>&#8211; Confidencialidade, informalidade e flexibilidade do procedimento.<br \/>A media\u00e7\u00e3o realizada nos centros de arbitragem tem algumas particularidades em rela\u00e7\u00e3o, por exemplo, \u00e0 media\u00e7\u00e3o oferecida no \u00e2mbito dos sistemas p\u00fablicos de media\u00e7\u00e3o, referenciados acima. Grosso modo, trata-se de promover a interven\u00e7\u00e3o de um terceiro imparcial que procura auxiliar as partes a encontrar um acordo que resolva o lit\u00edgio que as op\u00f5e.<\/p>\n<p>Existem Centros de Arbitragem de Conflitos de Consumo (CACC) que disponibilizam a media\u00e7\u00e3o presencial, com aplica\u00e7\u00e3o dos princ\u00edpios e regras usadas nos sistemas p\u00fablicos de media\u00e7\u00e3o, adaptados \u00e0 realidades dos centros. Em praticamente todos os CACC tamb\u00e9m \u00e9 efetuada uma media\u00e7\u00e3o de forma mais simples, considerando a necessidade de resolver esses conflitos de forma c\u00e9lere, designadamente por via indireta, com o aux\u00edlio de meios de comunica\u00e7\u00e3o \u00e0 dist\u00e2ncia (telefone, fax, e-mail, internet). Ver a prop\u00f3sito da media\u00e7\u00e3o o disposto no art.\u00ba 9.\u00ba do Regulamento do CIAB-Tribunal Arbitral de Consumo<\/p>\n<\/div>\n<div class=\"read-more-button\"><a href=\"#\" class=\"read-more-link\">Read More<\/a><\/div>\n<div class=\"read-less-button\" style=\"display: none;\"><a href=\"#\" class=\"read-less-link\">Ler menos<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<div>\n<p>        <img decoding=\"async\" src=\"\/wp-content\/uploads\/2023\/11\/conciliacao.png\" alt=\"\"><\/p>\n<h3>Conciliation<\/h3>\n<div>\n<div class=\"read-more\" id=\"panel2\">\n<p>If the process is not resolved at the mediation phase and continues, an attempt is made, before the arbitration hearing, for conciliation purposes. In conciliation, a more direct approach is sought. The conciliator can come up with forms of solution, unlike mediation, in which proposals must be created by the parties for the parties to reach an agreement, which, if reached, is approved by the arbitrator in a sentence. See the provisions of article 11\u00ba of the CIAB-Consumer Arbitration Court Regulations regarding mediation<\/p>\n<div class=\"read-more-content\" style=\"display: none;\">\n<p>Existe desde sempre uma grande discuss\u00e3o a prop\u00f3sito das diferen\u00e7as entre concilia\u00e7\u00e3o e media\u00e7\u00e3o. H\u00e1 quem considere que estas duas express\u00f5es s\u00e3o sin\u00f3nimos que se reportam \u00e0 mesma realidade.<\/p>\n<p>J\u00e1 para a maior parte dos autores, existem diferen\u00e7as. Assim, h\u00e1 quem defenda que na concilia\u00e7\u00e3o, o terceiro (conciliador) tem um tipo de interven\u00e7\u00e3o mais ativa que o mediador, avan\u00e7ando com propostas para que as partes escolham de entre elas a solu\u00e7\u00e3o para o seu diferendo. Situa\u00e7\u00e3o impens\u00e1vel na media\u00e7\u00e3o pura, em que \u00e9 absolutamente vedado ao mediador contaminar o procedimento com propostas, cabendo aqui fundamentalmente ao terceiro (mediador) criar e manter as condi\u00e7\u00f5es de di\u00e1logo, mas devendo todas as propostas de solu\u00e7\u00e3o partir das partes. \u00c9 esta tamb\u00e9m a posi\u00e7\u00e3o de Juan Carlos Vezzula que considera que a media\u00e7\u00e3o \u00e9 a forma de composi\u00e7\u00e3o ideal, quando existe um grande relacionamento entre as partes que \u00e9 importante preservar, devendo assim serem os mediados a procurar um acordo verdadeiramente satisfat\u00f3rio, constru\u00eddo por si. J\u00e1 a concilia\u00e7\u00e3o requer um investimento de tempo e esfor\u00e7o menos elevado, podendo ser utilizado para os diferendos em que as rela\u00e7\u00f5es entre as partes s\u00e3o normalmente meramente superficiais. Assim a media\u00e7\u00e3o pode e deve ser utilizada em conflitos que envolvem normalmente uma grande intensidade emocional, como \u00e9 o caso dos laborais ou familiares. Por seu turno, a concilia\u00e7\u00e3o pode ser usada com \u00eaxito em quest\u00f5es comerciais simples ou em conflitos de consumo.<\/p>\n<p>Mas para outros autores ainda, passa-se exatamente o inverso: na media\u00e7\u00e3o \u00e9 que o mediador deve ter uma interven\u00e7\u00e3o mais ativa, apresentando e discutindo propostas de acordo com as partes e o conciliador atua como referimos mais acima para o mediador, isto \u00e9 atua como um facilitador no di\u00e1logo entre as partes.<\/p>\n<p>Para outros ainda, a concilia\u00e7\u00e3o consiste na interven\u00e7\u00e3o do ju\u00edz ou \u00e1rbitro, previamente ao julgamento da quest\u00e3o, visando obter um acordo das partes, nos termos do previsto no art.\u00ba 594.\u00ba do C\u00ba de Processo Civil.<\/p>\n<\/div>\n<div class=\"read-more-button\"><a href=\"#\" class=\"read-more-link\">Ler mais<\/a><\/div>\n<div class=\"read-less-button\" style=\"display: none;\"><a href=\"#\" class=\"read-less-link\">Ler menos<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<div>\n<p>        <img decoding=\"async\" src=\"\/wp-content\/uploads\/2023\/11\/arbitragem.png\" alt=\"\"><\/p>\n<h3>Arbitration<\/h3>\n<div>\n<div class=\"read-more\" id=\"panel3\">\n<p>It is the Constitution of the Portuguese Republic (CRP) that states in paragraph 1 of article 202\u00ba that \u201cThe courts are the sovereign bodies with competence to administer justice on behalf of the people\u201d. In turn, article 209\u00ba of the CRP, which deals with the categories of courts, expressly provides for the existence of arbitration courts. Paragraph 2 of that article provides that: &#8216;There may be maritime courts, arbitration courts and justices of the peace. &#8216;<\/p>\n<div class=\"read-more-content\" style=\"display: none;\">\n<p>A arbitragem encontra o seu escopo legal atual. Como j\u00e1 foi referido supra, a primeira lei a regular especialmente a arbitragem volunt\u00e1ria em Portugal foi a Lei n.\u00ba 38\/96, de 29\/08, revogada pela atual LAV, que se encontra vertida na Lei n.\u00ba 63\/2011, de 14\/12. na Lei da Arbitragem Volunt\u00e1ria (LAV)Lei n.\u00ba 63\/2011, de 14\/12 que permite a sua utiliza\u00e7\u00e3o num conjunto significativo de lit\u00edgios de car\u00e1ter patrimonial (ou mesmo extra patrimoniais, \u201cdesde que as partes possam celebrar transac\u00e7\u00e3o sobre o direito controvertido\u201dCfr. n.\u00ba 2 do art.\u00ba 1.\u00ba da LAV. ), desde que exista conven\u00e7\u00e3o de arbitragem subscrita pelas partes, a qual deve revestir forma escrita face ao disposto no n.\u00ba 1 do art.\u00ba 2.\u00baConsagrando os restantes n\u00fameros do art.\u00ba 2.\u00ba amplas possibilidades de considerar satisfeito este requisito de forma. . O tribunal arbitral pode ser constitu\u00eddo por um \u00fanico \u00e1rbitro ou por v\u00e1rios, em n\u00famero \u00edmpar, embora nos CACC, a primeira possibilidade constitua a regra, sem exce\u00e7\u00f5es. As regras aplic\u00e1veis ao processo arbitral podem ser escolhidas pelas partes, mas no caso dos CACC resultam do disposto nos respetivos regulamentos de arbitragem, que constituem atualmente um conjunto de regras semelhantes, ap\u00f3s um esfor\u00e7o de harmoniza\u00e7\u00e3o desenvolvido pelos CACC.<\/p>\n<\/p>\n<p>O art.\u00ba 30.\u00ba da LAV imp\u00f5e um conjunto de princ\u00edpios fundamentais a ser respeitados no processo arbitral: &#8211; O demandado \u00e9 citado para que se defenda; &#8211; A igualdade das partes; &#8211; Oportunidade razo\u00e1vel a ambas as partes para fazer valer os seus direitos, por escrito ou oralmente, antes de ser proferida a senten\u00e7a final; &#8211; Respeito pelo princ\u00edpio do contradit\u00f3rio em todas as fases do processo.<\/p>\n<\/p>\n<p>A atual LAV n\u00e3o determina a necessidade de uma audi\u00eancia antes de ser proferida a decis\u00e3o final. De facto, o n.\u00ba 1 do art.\u00ba 34.\u00ba permite que: \u201csalvo conven\u00e7\u00e3o das partes em contr\u00e1rio, o tribunal decide se ser\u00e3o realizadas audi\u00eancias para a produ\u00e7\u00e3o de prova ou se o processo \u00e9 apenas conduzido com base em documentos e outros elementos de prova\u201d.<\/p>\n<\/p>\n<p>Embora a LAV n\u00e3o o refira expressamente, as partes podem designar quem as represente ou assista no tribunal arbitral. Relativamente aos meios de prova, a LAV determina que compete ao tribunal arbitral determinar a admissibilidade e valor da prova a produzir. J\u00e1 os regulamentos arbitrais, comuns \u00e0 arbitragem institucionalizada realizada nos CACC v\u00e3o no sentido de permitir uma ampla admissibilidade de meios de prova, onde se inclui o depoimento de parte, documentos, per\u00edcias e exames. J\u00e1 no tocante \u00e0 prova testemunhal \u00e9 habitual limitar o n\u00famero de testemunhas a intervir No caso do CIAB-Tribunal Arbitral de Consumo, 3 por cada uma das partes, limite esse elevado ao dobro nos processos de valor superior a 5.000 euros (cfr. n.\u00ba 6 do art.\u00ba 14.\u00ba).. Os \u00e1rbitros decidem segundo o direito constitu\u00eddo, salvo se as partes acordarem no recurso \u00e0 equidadeCfr. n.\u00ba 1 do art.\u00ba 39.\u00ba da LAV e o n.\u00ba 3 do art.\u00ba 14.\u00ba do Regulamento do CIAB-Tribunal Arbitral de Consumo..<\/p>\n<\/p>\n<p>O n.\u00ba 7 do art.\u00ba 42.\u00ba da LAV determina que a senten\u00e7a arbitral \u201ctem o mesmo car\u00e1cter obrigat\u00f3rio entre as partes que a senten\u00e7a de um tribunal estadual transitada em julgado e a mesma for\u00e7a executiva que a senten\u00e7a de um tribunal estadual\u201d, correndo a execu\u00e7\u00e3o da senten\u00e7a arbitral proferida em Portugal \u201cno tribunal estadual de 1.\u00aa inst\u00e2ncia competente, nos termos da lei de processo aplic\u00e1vel\u201dCfr. n.\u00ba 9 do art.\u00ba 59.\u00ba da LAV. .<\/p>\n<\/div>\n<div class=\"read-more-button\"><a href=\"#\" class=\"read-more-link\">Ler mais<\/a><\/div>\n<div class=\"read-less-button\" style=\"display: none;\"><a href=\"#\" class=\"read-less-link\">Ler menos<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<hr>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/background-square-03.png\" alt=\"\"><br \/>\n<img decoding=\"async\" src=\"\/wp-content\/uploads\/background-square-02.png\" alt=\"\"><\/p>\n<h1>RACE<\/h1>\n<div>\n<p>At the end of 2012, RACE \u2013 Bank Customer Support Network was created, with CIAB being the entity that in the region provides the services that this network provides, which includes information on debt and over-indebtedness, such as for example, what should a consumer do who has an ongoing credit agreement and is having difficulty meeting the agreed installments.\u00a0 Support and accompany consumers in the negotiation process between them and banks, with a view to preventing non-compliance or resolving non-compliance situations.<\/p>\n<\/div>\n<p>\n    <a href=\"\/race\/\">Know More<\/a>\n<\/p>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2023\/10\/a-mao-de-um-homem-sai-de-uma-montanha-de-cheques-e-contas-um-homem-esta-se-afogando-em-dividas-credito-hipoteca-emprestimo-hipoteca-copy-2-scaled.jpg\" alt=\"\"><\/p>\n<hr>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2024\/01\/adesao-plena.jpg\" alt=\"\"><\/p>\n<h1>\n<p>Ades\u00e3o Plena<\/p>\n<\/h1>\n<div>\n<p>Full membership is a simple way for companies to convey confidence to consumers.<\/p>\n<p>By signing up, the company demonstrates that it is more attentive to the quality of its goods and services, contributing to consumer satisfaction.<\/p>\n<p>By fully adhering to the Arbitration Center, the company accepts its intervention in any consumer dispute that may arise. In this way, after analyzing the complaint by a lawyer, an attempt will be made to mediate, trying to establish an agreement between the parties.<\/p>\n<\/div>\n<ul>\n<li>\n        <a href=\"\/adesao-plena-processo\/\">How to join                <\/a>\n    <\/li>\n<li>\n        <a href=\"\/lista-de-empresas-aderentes\/\">List of members<\/a>\n    <\/li>\n<\/ul>\n<hr>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2023\/10\/agente-de-corretor-de-imoveis-apresentando-e-consultar-o-cliente-para-tomada-de-decisao-assinar-acordo-de-forma-de-seguro-copy-2-scaled.jpg\" alt=\"\"><\/p>\n<h1>Casa Pronta<\/h1>\n<div>\n<p>The \u201cCasa Pronta\u201d procedure allows all the operations necessary to transfer a property to be carried out in the same location (Land Registry Office) in a faster, simpler, cheaper and safer way.<\/p>\n<p>The buyer and seller may, within the scope of this procedure, choose to entrust CIAB with the management of future and possible conflicts that may arise.<\/p>\n<\/div>\n<p><!--more--><br \/>\n<!-- {\"type\":\"layout\",\"children\":[{\"type\":\"section\",\"props\":{\"animation\":\"slide-bottom-medium\",\"image_position\":\"center-center\",\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"props\":{\"layout\":\"1-2,1-2\"},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"vertical_align\":\"middle\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"\n\n<p>Consumer Arbitration Network<\\\/p>\",\"text_align\":\"left\",\"title_color\":\"primary\",\"title_element\":\"h1\",\"title_style\":\"h1\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Law n.\\u00ba 144\\\/2015, of September 8<sup>th<\\\/sup> (RAL Law), creates the Consumer Arbitration Network that integrates consumer conflict arbitration centers (CACC) authorized to pursue information, mediation, conciliation and arbitration of these disputes.<\\\/p>\\n\n\n<p>The place where the purchase and sale contract for the good or service provision is concluded will determine which is the competent RAL Entity.<\\\/p>\\n\n\n<p>If there is no specific territorial center, you must contact the CNIACC.<\\\/p>\",\"margin\":\"default\"}},{\"type\":\"button\",\"props\":{\"grid_column_gap\":\"small\",\"grid_row_gap\":\"small\",\"margin\":\"medium\",\"text_align\":\"center\"},\"children\":[{\"type\":\"button_item\",\"props\":{\"button_style\":\"danger\",\"content\":\"Other Arbitration Centers\",\"icon_align\":\"left\",\"link\":\"links-uteis\\\/\"}}]}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"image\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/2024\\\/01\\\/Logo-RAL-.jpg\",\"image_border\":\"rounded\",\"image_box_shadow\":\"medium\",\"image_height\":\"500\",\"image_svg_color\":\"emphasis\",\"image_width\":\"600\",\"margin\":\"default\",\"text_align\":\"center\"}}]}]}],\"name\":\"Rede de Arbitragem de Consumo\"},{\"type\":\"section\",\"props\":{\"animation\":\"slide-bottom-medium\",\"animation_delay\":\"100\",\"header_transparent\":true,\"header_transparent_text_color\":\"dark\",\"id\":\"competencias\",\"image_position\":\"center-center\",\"padding_remove_bottom\":false,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"small\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"\n\n<p>Competence of CIAB<\\\/p>\",\"position\":\"relative\",\"position_z_index\":\"1\",\"text_align\":\"center\",\"title_color\":\"primary\",\"title_element\":\"h1\",\"title_style\":\"h1\"}},{\"type\":\"text\",\"props\":{\"block_align\":\"center\",\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Inform the consumers and companies about their rights and duties in the area of consumption;<\\\/p>\\n\n\n<ul>\\n\n\n<li>For example, the consumer who gets his water supply from a private catchment located on his land and receives a notification from the municipality to connect to the public network wants to know whether he is obligated to make the connection.<\\\/li>\\n\n\n<li>Or the consumer who purchased a defective computer wants to know what their rights are in this situation.<\\\/li>\\n<\\\/ul>\\n\n\n<p><\\\/p>\\n\n\n<p>Resolve consumer conflicts through mediation, conciliation and arbitration;<\\\/p>\\n\n\n<ul>\\n\n\n<li>\\u00a0For example, the consumer who has a dispute with their communications operator resulting from the termination of a contract, and whose company considers that there is a loyalty period in progress.<\\\/li>\\n\n\n<li>Or the situation of the consumer who finds himself faced with a repair poorly carried out by the workshop where he placed the car.<\\\/li>\\n<\\\/ul>\\n\n\n<p>In these and other cases, in which the consumer is unable to directly resolve their problem with the economic agent and requests help from the Center, CIAB will seek a solution using the tools it has: mediation, conciliation and arbitration. CIAB's resolution rate in complaint processes is over 80%.<\\\/p>\",\"margin\":\"medium\",\"position\":\"relative\",\"position_z_index\":\"1\",\"text_align\":\"left\"}},{\"type\":\"button\",\"props\":{\"grid_column_gap\":\"small\",\"grid_row_gap\":\"small\",\"margin\":\"default\",\"text_align\":\"center\"},\"children\":[{\"type\":\"button_item\",\"props\":{\"button_style\":\"primary\",\"content\":\"Material Competence \",\"icon_align\":\"left\",\"link\":\"estatutos-e-regulamentos#art4\"}},{\"type\":\"button_item\",\"props\":{\"button_style\":\"primary\",\"content\":\" Territorial Competence \",\"icon_align\":\"left\",\"link\":\"estatutos-e-regulamentos#art4\"}},{\"type\":\"button_item\",\"props\":{\"button_style\":\"primary\",\"content\":\"Competence due to Value\",\"icon_align\":\"left\",\"link\":\"estatutos-e-regulamentos#art4\"}}]}]}]},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"image\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/background-square-05.png\",\"image_svg_color\":\"emphasis\",\"image_width\":\"1000\",\"margin\":\"default\",\"position\":\"absolute\",\"position_bottom\":\"-300\",\"position_left\":\"-50vw\",\"position_z_index\":\"0\",\"visibility\":\"xl\"}},{\"type\":\"image\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/background-square-03.png\",\"image_svg_color\":\"emphasis\",\"image_width\":\"600\",\"margin\":\"default\",\"position\":\"absolute\",\"position_right\":\"-29vw\",\"position_top\":\"-700\",\"position_z_index\":\"0\",\"text_align\":\"right\",\"visibility\":\"xl\"}}]}]}],\"modified\":\"2021-01-06T11:46:05.180Z\",\"name\":\"Compet\\u00eancias CIAB\"},{\"type\":\"section\",\"props\":{\"animation\":\"slide-bottom-medium\",\"animation_delay\":\"100\",\"header_transparent\":true,\"header_transparent_text_color\":\"dark\",\"image_position\":\"center-center\",\"padding_remove_bottom\":false,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"\n\n<p>Phases of the complaint process<\\\/p>\",\"position\":\"relative\",\"position_z_index\":\"1\",\"text_align\":\"center\",\"title_color\":\"primary\",\"title_element\":\"h1\",\"title_style\":\"h1\"}},{\"type\":\"panel-slider\",\"props\":{\"content_column_breakpoint\":\"m\",\"content_column_divider\":false,\"css\":\"\\n\",\"icon_width\":80,\"id\":\"fases-do-processo-de-reclamacao\",\"image_align\":\"top\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-2\",\"image_height\":\"173\",\"image_svg_color\":\"emphasis\",\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin\":\"large\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"nav\":\"dotnav\",\"nav_align\":\"center\",\"nav_breakpoint\":\"s\",\"panel_match\":true,\"show_content\":true,\"show_image\":true,\"show_link\":true,\"show_meta\":true,\"show_title\":true,\"slidenav\":\"outside\",\"slidenav_breakpoint\":\"xl\",\"slidenav_margin\":\"medium\",\"slidenav_outside_breakpoint\":\"xl\",\"slider_autoplay_pause\":true,\"slider_divider\":false,\"slider_gap\":\"default\",\"slider_width\":\"fixed\",\"slider_width_default\":\"1-1\",\"slider_width_medium\":\"1-3\",\"text_align\":\"center\",\"title_align\":\"top\",\"title_element\":\"h3\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"title_hover_style\":\"reset\",\"title_margin\":\"medium\",\"title_style\":\"h3\"},\"children\":[{\"type\":\"panel-slider_item\",\"props\":{\"content\":\" \n\n<div class=\\\"seta-mediacao\\\"><img src=\\\"\\\/wp-content\\\/uploads\\\/2023\\\/12\\\/seta-slide.png\\\"\\\/><\\\/div>\",\"image\":\"wp-content\\\/uploads\\\/2024\\\/01\\\/115_team_meeting_flatline.svg\",\"title\":\"Mediation\"}},{\"type\":\"panel-slider_item\",\"props\":{\"content\":\" \n\n<div class=\\\"seta-conciliacao\\\"><img src=\\\"\\\/wp-content\\\/uploads\\\/2023\\\/12\\\/seta-slide.png\\\"\\\/><\\\/div>\",\"image\":\"wp-content\\\/uploads\\\/2024\\\/01\\\/002.svg\",\"title\":\"Concilia\\u00e7\\u00e3o\"}},{\"type\":\"panel-slider_item\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/2024\\\/01\\\/118_team_work_flatline.svg\",\"title\":\"Arbitragem\"}}]}]}]}],\"modified\":\"2021-01-06T11:46:05.180Z\",\"name\":\"Fases do processo de reclama\\u00e7\\u00e3o\"},{\"type\":\"section\",\"props\":{\"animation\":\"slide-bottom-medium\",\"animation_delay\":\"100\",\"header_transparent\":true,\"header_transparent_text_color\":\"dark\",\"image_position\":\"center-center\",\"padding_remove_bottom\":false,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"panel\",\"props\":{\"attributes\":\"\\n\",\"content\":\"\n\n<div class=\\\"read-more\\\" id=\\\"panel1\\\">\\n\n\n<p>The legal notion of mediation currently in force is contained in Law n.\\u00ba 29\\\/2013, of April 19<sup>th<\\\/sup>, which establishes the general principles applicable to mediation carried out in Portugal, as well as the legal regimes for civil and commercial mediation, mediators and public mediation (Mediation Law) which provides in paragraph a) of article 2\\u00ba a definition of mediation stating that this is \\u201cthe form of alternative dispute resolution, carried out by public or private entities, through which two or more parties in dispute voluntarily seek to reach an agreement with the assistance of a conflict mediator.\\u201d<\\\/p>\\n\n\n<div class=\\\"read-more-content\\\" style=\\\"display: none;\\\">\\n\n\n<p>Ao n\\u00edvel doutrin\\u00e1rio \\u00e9 poss\\u00edvel encontrar as mais diversas formula\\u00e7\\u00f5es, mais pr\\u00f3ximas ou mais distantes da no\\u00e7\\u00e3o legal referidas, que n\\u00e3o \\u00e9 poss\\u00edvel apresentar aqui. Podemos, por\\u00e9m referir aquelas que ser\\u00e3o as caracter\\u00edsticas fundamentais deste procedimento:<br \\\/>- Administra\\u00e7\\u00e3o do conflito pelas partes, procurando assim a sua auto-responsabiliza\\u00e7\\u00e3o;<br \\\/>- Apelo \\u00e0 interven\\u00e7\\u00e3o de um terceiro imparcial que auxilia as partes na busca de uma solu\\u00e7\\u00e3o;<br \\\/>- Confidencialidade, informalidade e flexibilidade do procedimento.<br \\\/>A media\\u00e7\\u00e3o realizada nos centros de arbitragem tem algumas particularidades em rela\\u00e7\\u00e3o, por exemplo, \\u00e0 media\\u00e7\\u00e3o oferecida no \\u00e2mbito dos sistemas p\\u00fablicos de media\\u00e7\\u00e3o, referenciados acima. Grosso modo, trata-se de promover a interven\\u00e7\\u00e3o de um terceiro imparcial que procura auxiliar as partes a encontrar um acordo que resolva o lit\\u00edgio que as op\\u00f5e.<\\\/p>\\n\n\n<p>Existem Centros de Arbitragem de Conflitos de Consumo (CACC) que disponibilizam a media\\u00e7\\u00e3o presencial, com aplica\\u00e7\\u00e3o dos princ\\u00edpios e regras usadas nos sistemas p\\u00fablicos de media\\u00e7\\u00e3o, adaptados \\u00e0 realidades dos centros. Em praticamente todos os CACC tamb\\u00e9m \\u00e9 efetuada uma media\\u00e7\\u00e3o de forma mais simples, considerando a necessidade de resolver esses conflitos de forma c\\u00e9lere, designadamente por via indireta, com o aux\\u00edlio de meios de comunica\\u00e7\\u00e3o \\u00e0 dist\\u00e2ncia (telefone, fax, e-mail, internet). Ver a prop\\u00f3sito da media\\u00e7\\u00e3o o disposto no art.\\u00ba 9.\\u00ba do Regulamento do CIAB-Tribunal Arbitral de Consumo<\\\/p>\\n<\\\/div>\\n\n\n<div class=\\\"read-more-button\\\"><a href=\\\"#\\\" class=\\\"read-more-link\\\">Read More<\\\/a><\\\/div>\\n\n\n<div class=\\\"read-less-button\\\" style=\\\"display: none;\\\"><a href=\\\"#\\\" class=\\\"read-less-link\\\">Ler menos<\\\/a><\\\/div>\\n<\\\/div>\",\"content_align\":true,\"content_column_breakpoint\":\"m\",\"content_margin\":\"medium\",\"icon_width\":80,\"id\":\"mediacao\",\"image\":\"wp-content\\\/uploads\\\/2023\\\/11\\\/mediacao-01.png\",\"image_align\":\"left\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"auto\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin\":\"default\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"text_align\":\"center\",\"title\":\"Mediation\",\"title_align\":\"top\",\"title_color\":\"primary\",\"title_element\":\"h3\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"title_hover_style\":\"reset\",\"title_style\":\"h2\"}}]}],\"props\":{\"margin\":\"large\",\"margin_remove_top\":true}},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"panel\",\"props\":{\"attributes\":\"\\n\",\"content\":\"\n\n<div class=\\\"read-more\\\" id=\\\"panel2\\\">\\n\n\n<p>If the process is not resolved at the mediation phase and continues, an attempt is made, before the arbitration hearing, for conciliation purposes. In conciliation, a more direct approach is sought. The conciliator can come up with forms of solution, unlike mediation, in which proposals must be created by the parties for the parties to reach an agreement, which, if reached, is approved by the arbitrator in a sentence. See the provisions of article 11\\u00ba of the CIAB-Consumer Arbitration Court Regulations regarding mediation<\\\/p>\\n\n\n<div class=\\\"read-more-content\\\" style=\\\"display: none;\\\">\\n\n\n<p>Existe desde sempre uma grande discuss\\u00e3o a prop\\u00f3sito das diferen\\u00e7as entre concilia\\u00e7\\u00e3o e media\\u00e7\\u00e3o. H\\u00e1 quem considere que estas duas express\\u00f5es s\\u00e3o sin\\u00f3nimos que se reportam \\u00e0 mesma realidade.<\\\/p>\\n\n\n<p>J\\u00e1 para a maior parte dos autores, existem diferen\\u00e7as. Assim, h\\u00e1 quem defenda que na concilia\\u00e7\\u00e3o, o terceiro (conciliador) tem um tipo de interven\\u00e7\\u00e3o mais ativa que o mediador, avan\\u00e7ando com propostas para que as partes escolham de entre elas a solu\\u00e7\\u00e3o para o seu diferendo. Situa\\u00e7\\u00e3o impens\\u00e1vel na media\\u00e7\\u00e3o pura, em que \\u00e9 absolutamente vedado ao mediador contaminar o procedimento com propostas, cabendo aqui fundamentalmente ao terceiro (mediador) criar e manter as condi\\u00e7\\u00f5es de di\\u00e1logo, mas devendo todas as propostas de solu\\u00e7\\u00e3o partir das partes. \\u00c9 esta tamb\\u00e9m a posi\\u00e7\\u00e3o de Juan Carlos Vezzula que considera que a media\\u00e7\\u00e3o \\u00e9 a forma de composi\\u00e7\\u00e3o ideal, quando existe um grande relacionamento entre as partes que \\u00e9 importante preservar, devendo assim serem os mediados a procurar um acordo verdadeiramente satisfat\\u00f3rio, constru\\u00eddo por si. J\\u00e1 a concilia\\u00e7\\u00e3o requer um investimento de tempo e esfor\\u00e7o menos elevado, podendo ser utilizado para os diferendos em que as rela\\u00e7\\u00f5es entre as partes s\\u00e3o normalmente meramente superficiais. Assim a media\\u00e7\\u00e3o pode e deve ser utilizada em conflitos que envolvem normalmente uma grande intensidade emocional, como \\u00e9 o caso dos laborais ou familiares. Por seu turno, a concilia\\u00e7\\u00e3o pode ser usada com \\u00eaxito em quest\\u00f5es comerciais simples ou em conflitos de consumo.<\\\/p>\\n\n\n<p>Mas para outros autores ainda, passa-se exatamente o inverso: na media\\u00e7\\u00e3o \\u00e9 que o mediador deve ter uma interven\\u00e7\\u00e3o mais ativa, apresentando e discutindo propostas de acordo com as partes e o conciliador atua como referimos mais acima para o mediador, isto \\u00e9 atua como um facilitador no di\\u00e1logo entre as partes.<\\\/p>\\n\n\n<p>Para outros ainda, a concilia\\u00e7\\u00e3o consiste na interven\\u00e7\\u00e3o do ju\\u00edz ou \\u00e1rbitro, previamente ao julgamento da quest\\u00e3o, visando obter um acordo das partes, nos termos do previsto no art.\\u00ba 594.\\u00ba do C\\u00ba de Processo Civil.<\\\/p>\\n<\\\/div>\\n\n\n<div class=\\\"read-more-button\\\"><a href=\\\"#\\\" class=\\\"read-more-link\\\">Ler mais<\\\/a><\\\/div>\\n\n\n<div class=\\\"read-less-button\\\" style=\\\"display: none;\\\"><a href=\\\"#\\\" class=\\\"read-less-link\\\">Ler menos<\\\/a><\\\/div>\\n<\\\/div>\",\"content_align\":true,\"content_column_breakpoint\":\"m\",\"content_margin\":\"medium\",\"icon_width\":80,\"id\":\"conciliacao\",\"image\":\"wp-content\\\/uploads\\\/2023\\\/11\\\/conciliacao.png\",\"image_align\":\"left\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"auto\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin\":\"default\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"text_align\":\"center\",\"title\":\"Conciliation\",\"title_align\":\"top\",\"title_color\":\"primary\",\"title_element\":\"h3\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"title_hover_style\":\"reset\",\"title_style\":\"h2\"}}]}],\"props\":{\"margin\":\"large\",\"margin_remove_top\":true}},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"panel\",\"props\":{\"attributes\":\"\\n\",\"content\":\"\n\n<div class=\\\"read-more\\\" id=\\\"panel3\\\">\\n\n\n<p>It is the Constitution of the Portuguese Republic (CRP) that states in paragraph 1 of article 202\\u00ba that \\u201cThe courts are the sovereign bodies with competence to administer justice on behalf of the people\\u201d. In turn, article 209\\u00ba of the CRP, which deals with the categories of courts, expressly provides for the existence of arbitration courts. Paragraph 2 of that article provides that: 'There may be maritime courts, arbitration courts and justices of the peace. '<\\\/p>\\n\n\n<div class=\\\"read-more-content\\\" style=\\\"display: none;\\\">\\n\n\n<p>A arbitragem encontra o seu escopo legal atual. Como j\\u00e1 foi referido supra, a primeira lei a regular especialmente a arbitragem volunt\\u00e1ria em Portugal foi a Lei n.\\u00ba 38\\\/96, de 29\\\/08, revogada pela atual LAV, que se encontra vertida na Lei n.\\u00ba 63\\\/2011, de 14\\\/12. na Lei da Arbitragem Volunt\\u00e1ria (LAV)Lei n.\\u00ba 63\\\/2011, de 14\\\/12 que permite a sua utiliza\\u00e7\\u00e3o num conjunto significativo de lit\\u00edgios de car\\u00e1ter patrimonial (ou mesmo extra patrimoniais, \\u201cdesde que as partes possam celebrar transac\\u00e7\\u00e3o sobre o direito controvertido\\u201dCfr. n.\\u00ba 2 do art.\\u00ba 1.\\u00ba da LAV. ), desde que exista conven\\u00e7\\u00e3o de arbitragem subscrita pelas partes, a qual deve revestir forma escrita face ao disposto no n.\\u00ba 1 do art.\\u00ba 2.\\u00baConsagrando os restantes n\\u00fameros do art.\\u00ba 2.\\u00ba amplas possibilidades de considerar satisfeito este requisito de forma. . O tribunal arbitral pode ser constitu\\u00eddo por um \\u00fanico \\u00e1rbitro ou por v\\u00e1rios, em n\\u00famero \\u00edmpar, embora nos CACC, a primeira possibilidade constitua a regra, sem exce\\u00e7\\u00f5es. As regras aplic\\u00e1veis ao processo arbitral podem ser escolhidas pelas partes, mas no caso dos CACC resultam do disposto nos respetivos regulamentos de arbitragem, que constituem atualmente um conjunto de regras semelhantes, ap\\u00f3s um esfor\\u00e7o de harmoniza\\u00e7\\u00e3o desenvolvido pelos CACC.<\\\/p>\\n\n\n<p><\\\/p>\\n\n\n<p>O art.\\u00ba 30.\\u00ba da LAV imp\\u00f5e um conjunto de princ\\u00edpios fundamentais a ser respeitados no processo arbitral: - O demandado \\u00e9 citado para que se defenda; - A igualdade das partes; - Oportunidade razo\\u00e1vel a ambas as partes para fazer valer os seus direitos, por escrito ou oralmente, antes de ser proferida a senten\\u00e7a final; - Respeito pelo princ\\u00edpio do contradit\\u00f3rio em todas as fases do processo.<\\\/p>\\n\n\n<p><\\\/p>\\n\n\n<p>A atual LAV n\\u00e3o determina a necessidade de uma audi\\u00eancia antes de ser proferida a decis\\u00e3o final. De facto, o n.\\u00ba 1 do art.\\u00ba 34.\\u00ba permite que: \\u201csalvo conven\\u00e7\\u00e3o das partes em contr\\u00e1rio, o tribunal decide se ser\\u00e3o realizadas audi\\u00eancias para a produ\\u00e7\\u00e3o de prova ou se o processo \\u00e9 apenas conduzido com base em documentos e outros elementos de prova\\u201d.<\\\/p>\\n\n\n<p><\\\/p>\\n\n\n<p>Embora a LAV n\\u00e3o o refira expressamente, as partes podem designar quem as represente ou assista no tribunal arbitral. Relativamente aos meios de prova, a LAV determina que compete ao tribunal arbitral determinar a admissibilidade e valor da prova a produzir. J\\u00e1 os regulamentos arbitrais, comuns \\u00e0 arbitragem institucionalizada realizada nos CACC v\\u00e3o no sentido de permitir uma ampla admissibilidade de meios de prova, onde se inclui o depoimento de parte, documentos, per\\u00edcias e exames. J\\u00e1 no tocante \\u00e0 prova testemunhal \\u00e9 habitual limitar o n\\u00famero de testemunhas a intervir No caso do CIAB-Tribunal Arbitral de Consumo, 3 por cada uma das partes, limite esse elevado ao dobro nos processos de valor superior a 5.000 euros (cfr. n.\\u00ba 6 do art.\\u00ba 14.\\u00ba).. Os \\u00e1rbitros decidem segundo o direito constitu\\u00eddo, salvo se as partes acordarem no recurso \\u00e0 equidadeCfr. n.\\u00ba 1 do art.\\u00ba 39.\\u00ba da LAV e o n.\\u00ba 3 do art.\\u00ba 14.\\u00ba do Regulamento do CIAB-Tribunal Arbitral de Consumo..<\\\/p>\\n\n\n<p><\\\/p>\\n\n\n<p>O n.\\u00ba 7 do art.\\u00ba 42.\\u00ba da LAV determina que a senten\\u00e7a arbitral \\u201ctem o mesmo car\\u00e1cter obrigat\\u00f3rio entre as partes que a senten\\u00e7a de um tribunal estadual transitada em julgado e a mesma for\\u00e7a executiva que a senten\\u00e7a de um tribunal estadual\\u201d, correndo a execu\\u00e7\\u00e3o da senten\\u00e7a arbitral proferida em Portugal \\u201cno tribunal estadual de 1.\\u00aa inst\\u00e2ncia competente, nos termos da lei de processo aplic\\u00e1vel\\u201dCfr. n.\\u00ba 9 do art.\\u00ba 59.\\u00ba da LAV. .<\\\/p>\\n<\\\/div>\\n\n\n<div class=\\\"read-more-button\\\"><a href=\\\"#\\\" class=\\\"read-more-link\\\">Ler mais<\\\/a><\\\/div>\\n\n\n<div class=\\\"read-less-button\\\" style=\\\"display: none;\\\"><a href=\\\"#\\\" class=\\\"read-less-link\\\">Ler menos<\\\/a><\\\/div>\\n<\\\/div>\",\"content_align\":true,\"content_column_breakpoint\":\"m\",\"content_margin\":\"medium\",\"icon_width\":80,\"id\":\"arbitragem\",\"image\":\"wp-content\\\/uploads\\\/2023\\\/11\\\/arbitragem.png\",\"image_align\":\"left\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"auto\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin\":\"default\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"text_align\":\"center\",\"title\":\"Arbitration\",\"title_align\":\"top\",\"title_color\":\"primary\",\"title_element\":\"h3\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"title_hover_style\":\"reset\",\"title_style\":\"h2\"}}]}],\"props\":{\"margin\":\"large\",\"margin_remove_top\":true}},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\"}}]}]},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"image\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/background-square-03.png\",\"image_svg_color\":\"emphasis\",\"image_width\":\"800\",\"margin\":\"default\",\"position\":\"absolute\",\"position_bottom\":\"-800\",\"position_left\":\"-1150\",\"position_z_index\":\"0\",\"text_align\":\"right\",\"visibility\":\"m\"}},{\"type\":\"image\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/background-square-02.png\",\"image_svg_color\":\"emphasis\",\"image_width\":\"450\",\"margin\":\"default\",\"position\":\"absolute\",\"position_bottom\":\"150\",\"position_left\":\"1200\",\"position_z_index\":\"0\",\"text_align\":\"left\",\"visibility\":\"m\"}}]}]}],\"modified\":\"2021-01-06T11:46:05.180Z\",\"name\":\"Fases do processo de reclama\\u00e7\\u00e3o 02\"},{\"type\":\"section\",\"props\":{\"animation\":\"slide-bottom-medium\",\"animation_delay\":\"100\",\"header_transparent\":true,\"header_transparent_text_color\":\"dark\",\"image_position\":\"center-center\",\"padding_remove_bottom\":false,\"padding_remove_top\":true,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"props\":{\"layout\":\"1-2,1-2\",\"margin_remove_bottom\":false},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"order_first\":\"m\",\"position_sticky_breakpoint\":\"m\",\"vertical_align\":\"middle\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"headline\",\"props\":{\"block_align\":\"center\",\"content\":\"RACE\",\"maxwidth\":\"large\",\"title_color\":\"primary\",\"title_element\":\"h1\",\"title_style\":\"h2\"}},{\"type\":\"text\",\"props\":{\"block_align\":\"center\",\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>At the end of 2012, RACE \\u2013 Bank Customer Support Network was created, with CIAB being the entity that in the region provides the services that this network provides, which includes information on debt and over-indebtedness, such as for example, what should a consumer do who has an ongoing credit agreement and is having difficulty meeting the agreed installments.\\u00a0 Support and accompany consumers in the negotiation process between them and banks, with a view to preventing non-compliance or resolving non-compliance situations.<\\\/p>\",\"margin\":\"default\",\"maxwidth\":\"large\"}},{\"type\":\"button\",\"props\":{\"block_align\":\"center\",\"css\":\"@media (max-width: 639px) {\\n    .el-item a {min-width: 203px;}\\n}\",\"grid_column_gap\":\"medium\",\"grid_row_gap\":\"small\",\"margin\":\"medium\",\"maxwidth\":\"large\",\"position\":\"relative\",\"position_z_index\":\"3\",\"text_align\":\"center\"},\"children\":[{\"type\":\"button_item\",\"props\":{\"button_style\":\"danger\",\"content\":\"Know 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race\"},{\"type\":\"section\",\"props\":{\"animation\":\"slide-bottom-medium\",\"animation_delay\":\"100\",\"header_transparent\":true,\"header_transparent_text_color\":\"dark\",\"image_position\":\"center-center\",\"padding_remove_bottom\":false,\"padding_remove_top\":true,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"props\":{\"layout\":\"1-2,1-2\",\"margin_remove_bottom\":true},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"vertical_align\":\"middle\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"image\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/2024\\\/01\\\/adesao-plena.jpg\",\"image_border\":\"rounded\",\"image_box_shadow\":\"medium\",\"image_height\":\"500\",\"image_svg_color\":\"emphasis\",\"image_width\":\"500\",\"margin\":\"default\",\"text_align\":\"center\"}}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"image_size\":\"cover\",\"media_visibility\":\"m\",\"position_sticky_breakpoint\":\"m\",\"preserve_color\":false,\"vertical_align\":\"middle\",\"width_default\":\"auto\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"headline\",\"props\":{\"block_align\":\"center\",\"content\":\"\n\n<p>Ades\\u00e3o Plena<\\\/p>\",\"maxwidth\":\"large\",\"title_color\":\"primary\",\"title_element\":\"h1\",\"title_style\":\"h2\"}},{\"type\":\"text\",\"props\":{\"block_align\":\"center\",\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Full membership is a simple way for companies to convey confidence to consumers.<\\\/p>\\n\n\n<p>By signing up, the company demonstrates that it is more attentive to the quality of its goods and services, contributing to consumer satisfaction.<\\\/p>\\n\n\n<p>By fully adhering to the Arbitration Center, the company accepts its intervention in any consumer dispute that may arise. In this way, after analyzing the complaint by a lawyer, an attempt will be made to mediate, trying to establish an agreement between the parties.<\\\/p>\",\"margin\":\"default\",\"maxwidth\":\"large\"}},{\"type\":\"button\",\"props\":{\"block_align\":\"center\",\"css\":\"@media (max-width: 639px) {\\n    .el-item a {min-width: 203px;}\\n}\",\"grid_column_gap\":\"medium\",\"grid_row_gap\":\"small\",\"margin\":\"medium\",\"maxwidth\":\"large\",\"position\":\"relative\",\"position_z_index\":\"3\",\"text_align\":\"center\"},\"children\":[{\"type\":\"button_item\",\"props\":{\"button_style\":\"danger\",\"content\":\"How to join                \",\"icon_align\":\"left\",\"link\":\"adesao-plena-processo\\\/\"}},{\"type\":\"button_item\",\"props\":{\"button_style\":\"danger\",\"content\":\"List of members\",\"icon_align\":\"left\",\"link\":\"lista-de-empresas-aderentes\\\/\"}}]}]}]},{\"type\":\"row\",\"props\":{\"margin\":\"large\"},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\",\"margin_remove_bottom\":false}}]}]}],\"modified\":\"2021-01-06T11:46:05.180Z\",\"name\":\"Ades\\u00e3o Plena\"},{\"type\":\"section\",\"props\":{\"animation\":\"slide-bottom-medium\",\"animation_delay\":\"100\",\"header_transparent\":true,\"header_transparent_text_color\":\"dark\",\"image_position\":\"center-center\",\"padding_remove_bottom\":false,\"padding_remove_top\":true,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"props\":{\"layout\":\"1-2,1-2\",\"margin_remove_bottom\":true},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"vertical_align\":\"middle\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"image\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/2023\\\/10\\\/agente-de-corretor-de-imoveis-apresentando-e-consultar-o-cliente-para-tomada-de-decisao-assinar-acordo-de-forma-de-seguro-copy-2-scaled.jpg\",\"image_border\":\"rounded\",\"image_box_shadow\":\"medium\",\"image_height\":\"500\",\"image_svg_color\":\"emphasis\",\"image_width\":\"500\",\"margin\":\"default\",\"text_align\":\"center\"}}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"image_size\":\"cover\",\"media_visibility\":\"m\",\"position_sticky_breakpoint\":\"m\",\"preserve_color\":false,\"vertical_align\":\"middle\",\"width_default\":\"auto\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"headline\",\"props\":{\"block_align\":\"center\",\"content\":\"Casa Pronta\",\"maxwidth\":\"large\",\"title_color\":\"primary\",\"title_element\":\"h1\",\"title_style\":\"h2\"}},{\"type\":\"text\",\"props\":{\"block_align\":\"center\",\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>The \\u201cCasa Pronta\\u201d procedure allows all the operations necessary to transfer a property to be carried out in the same location (Land Registry Office) in a faster, simpler, cheaper and safer way.<\\\/p>\\n\n\n<p>The buyer and seller may, within the scope of this procedure, choose to entrust CIAB with the management of future and possible conflicts that may arise.<\\\/p>\",\"margin\":\"default\",\"maxwidth\":\"large\"}}]}]}],\"modified\":\"2021-01-06T11:46:05.180Z\",\"name\":\"Casa Pronta\"}],\"version\":\"4.3.5\"} --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Consumer Arbitration Network Law n.\u00ba 144\/2015, of September 8th (RAL Law), creates the Consumer Arbitration Network that integrates consumer conflict arbitration centers (CACC) authorized to pursue information, mediation, conciliation and arbitration of these disputes. The place where the purchase and sale contract for the good or service provision is concluded will determine which is the [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-3027","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/ciab.pt\/en\/wp-json\/wp\/v2\/pages\/3027","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ciab.pt\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ciab.pt\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ciab.pt\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ciab.pt\/en\/wp-json\/wp\/v2\/comments?post=3027"}],"version-history":[{"count":24,"href":"https:\/\/ciab.pt\/en\/wp-json\/wp\/v2\/pages\/3027\/revisions"}],"predecessor-version":[{"id":4692,"href":"https:\/\/ciab.pt\/en\/wp-json\/wp\/v2\/pages\/3027\/revisions\/4692"}],"wp:attachment":[{"href":"https:\/\/ciab.pt\/en\/wp-json\/wp\/v2\/media?parent=3027"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}