Alternative Dispute Resolution

Law No. 144/2015 of 8 September, transposed Directive 2013/EU, of the European Parliament and of the Council, of 21 May 2013, on the alternative resolution of consumer disputes. The aforementioned diploma establishes the legal framework for the Alternative Dispute Resolution (ADR) mechanisms, creating in Portugal the Consumer Arbitration Network.

ADR consists of mechanisms available to consumers and businesses to try to resolve consumer disputes outside the courts, in a faster and less expensive way. ADR covers mediation, conciliation and arbitration. The ADR process begins with an attempt to reach an agreement through mediation or conciliation. However, if this agreement is not reached, the intervening parties can still appeal to the Arbitral Tribunal, through a simple and quick process.

ADR entities are independent entities, with specialized staff, who impartially help the consumer and the company to reach a friendly solution. These entities are authorized to mediate, conciliate and arbitrate consumer disputes. These entities must be registered in the list provided for in Article 17 of Law No. 144/2015. The Directorate-General for Consumers is the competent national authority to organize the registration and dissemination of the list of ADR entities (check the list here).

Positive Connections, Lda., The company to which Gameplay belongs, is an adherent company of the following Alternative Dispute Resolution Entity:

Centro de Arbitragem de Conflitos de Consumo de Lisboa
Rua dos Douradores, 116, 2º
1100-207 Lisboa
Telephone: 218 807 030
Email: /

Pursuant to Law No. 144/2015, of 8 September, we inform that in the event of a dispute, the consumer may resort to one of the following entities for the alternative resolution of consumer disputes available on this list. For more information, please consult:

Within the framework of the European Union, a website was created to support consumers in presenting their complaints about any dispute in which they are involved. In this context, Gameplay informs that so that you can exercise your right through the following website: