How do I complain in the complaints book?
Yes: nearly all public-facing businesses must have a complaints book; complaining is free and the trader must respond. The law (DL 156/2005, amended by DL 74/2017) requires the physical book and registration on the Electronic Complaints Book (livroreclamacoes.pt), mandatory for all sectors. Physical-book complaints are sent to the competent regulator within 15 working days, with the trader's comments. The trader must respond to the consumer within 15 working days. Regulators include ASAE (general) and sectoral ones: Banco de Portugal (banking), ASF (insurance), ERSE (energy), ANACOM (telecoms), ERS (health). In short: yes, you complain free and have a right to a reply.
📋 The rules
- Mandatory: physical book + Electronic Book
- Complaining is free
- Trader responds within 15 working days
- Complaint sent to the competent regulator
- Regulators: ASAE + sectoral (BdP, ERSE, ANACOM…)
🔓 Exceptions
- Electronic Book mandatory for all sectors (since 2018)
- A complaint is a regulatory trigger, not an automatic refund
- Deadlines counted in working days, not calendar days
⚠️ Penalties & fines
Not having the complaints book (physical or electronic), or failing the related duties, is punished with fines of about €150 to €15,000, depending on the offence and whether an individual or a legal person (negligence is also punishable). Beware myths: old SEO cites a maximum of €15,000–€30,000 — outdated (DL 74/2017 lowered the brackets); and a complaint is a regulatory trigger, not an automatic refund/compensation. The reply deadline is 15 working days (not calendar). To complain: ask for the physical book or use the Electronic Book (livroreclamacoes.pt), describe the facts, and await the reply within 15 working days; if the problem persists, you can turn to the regulator or a consumer-arbitration centre.
📎 Official sources
- ASAE — complaints book →
- Decree-Law 74/2017 — electronic complaints book →
- Electronic Complaints Book →
❓ Frequently asked
Must all businesses have a complaints book?
Yes, nearly all public-facing businesses must have the physical complaints book and be registered on the Electronic Complaints Book, mandatory for all sectors since 2018. The lack of the book is punished with a fine and can be checked by ASAE and regulators.
How do I make a complaint?
You can ask for the physical complaints book at the establishment and fill in the form, or submit the complaint online, on the Electronic Complaints Book, at livroreclamacoes.pt. In both cases, you describe the facts. The complaint is free and goes to the trader and the competent regulator.
Does the trader have to respond?
Yes. The trader must respond to the consumer within 15 working days. For the physical book, they must also send the complaint to the competent regulator, within the same period, with their comments. Failure to respond can amount to a breach and lead to penalties.
Does the complaint give me a refund?
Not automatically. The complaint is an enforcement tool, alerting the regulator to the trader's conduct, but it isn't, in itself, an automatic refund or compensation. To get a refund or compensation, you may need to turn to a consumer-arbitration centre or the courts.
What's the fine for not having a complaints book?
Not having the complaints book, physical or electronic, or failing the related duties is punished with fines that, as a rule, range from about €150 to €15,000, depending on the offence and whether an individual or legal person. Higher figures cited in old sources are outdated.
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