Phone or internet contract — ANACOM · Portugal

Direct answer

Telecom providers have a legal complaints procedure with a deadline, and a regulator behind it. Complain to the provider in writing first — billing, speed far below the contract, a line down for days, a switch you never asked for. If they do not solve it within the deadline, ANACOM / CIMPAS (arbitragem) (800 206 665) — the telecom regulator or its dispute service for Portugal — decides for free, and providers follow. Livro de Reclamações eletrónico — DGC (livroreclamacoes.pt) helps with contract terms; Centro de Arbitragem de Conflitos de Consumo (CACC) (consumidor.gov.pt) is the general dispute body if the case is about the sale rather than the service.

Call firstANACOM / CIMPAS (arbitragem)

Report toLivro de Reclamações eletrónico — DGC

If that failsCentro de Arbitragem de Conflitos de Consumo (CACC)

🗣️ What to say

"Contract [number]. Since [date] [the line is down / the speed is [x] instead of [y] / the invoice charges [item] I never ordered]. I make a formal complaint and ask for [repair / correction / release from the contract] within the legal deadline. I pay the undisputed part meanwhile."

🪜 Step by step

Complain to the providerIn writing, "formal complaint", contract number. Note the date — the deadline starts here.
Measure and recordSpeed tests at different times, outage dates, screenshots of the contract's promised speed.
Know your exitsA line consistently far below the promised speed, or a price increase mid-term, lets you leave without penalty under EU telecom rules.
Escalate to ANACOM / CIMPAS (arbitragem)Free dispute resolution; the decision is usually binding on the provider.
Switch without a gapNumber portability is a right and takes one working day; the new provider handles it.

📇 All contacts

ANACOM / CIMPAS (arbitragem)Complaints and arbitration with operatorsAfter complaining to the operator without a solution📞 800 206 665 🔗 www.anacom-consumidor.pt

Livro de Reclamações eletrónico — DGCComplaint with a mandatory answer within 15 working daysWhen the shop refuses🔗 www.livroreclamacoes.pt

Centro de Arbitragem de Conflitos de Consumo (CACC)Free arbitration up to €5,000, mandatory for the sellerAfter a written complaint without a solution🔗 www.consumidor.gov.pt/parceiros/sistema-de-defesa-do-consumidor/entidades-de-resolucao-alternativa-de-litigios-de-consumo

Centro Europeu do Consumidor PortugalFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland📞 21 356 47 50 🔗 cec.consumidor.pt

❓ Frequently asked

They switched me to a new plan without asking

Not allowed. Demand the old plan back in writing and complain to ANACOM / CIMPAS (arbitragem); unrequested changes are a recurring enforcement topic.

Can I cancel because the speed is bad?

Yes, if there is a significant, continuous or regular discrepancy between the real and the contractual speed. Keep the measurements.

The outage lasted a week — compensation?

Many countries oblige a credit per day of outage after a report. Ask for it explicitly; providers rarely add it themselves.

📎 Sources

Last checked: 2026-09-26

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