Decree-Law no. 19/2008 of 09 June – Establishes the obligation and makes available the complaint book in all operating establishments of goods and service provision.
OBLIGATIONS OF THE SERVICE PROVIDER
The service provider is obligated to:
The service provider cannot justify the absence of the complaints book in the establishment in which the user has made his request by the simple fact that it is made available in other establishments, dependencies or branches. Each service must have their own complaints book at their disposal.
The service provider or the employee of the establishment cannot condition the presentation of the complaints book to the need of identification of the user.
If the complaints book is not immediately provided to the user, he can request the presence of police authority in order to reject this refusal or have this authority duly take note of the event and have it brought to the competent authority to supervise the sector concerned.
A complaint is formulated through a filing of a complaint sheet. In this sheet, the user must:
It is mandatory for the service provider to give all the necessary elements for the filling of the fields related to its identification, being obliged still to confirm that the user filled the concerned fields correctly.
SENDING OF THE COMPLAINT SHEET AND ALLEGATIONS
After filling of the complaint sheet, the service provider and the establishment employee must:
Without prejudice on the above mentioned, the user can also send the duplicate of the complaint sheet to regulator entity of the sector, the Civil Aviation Authority- AAC
PROCEDURES OF THE REGULATOR ENTITY OF THE SECTOR, THE CIVIL AVIATION ENTITY– AAC
It is up to AAC to:
If the complaint sheet presents sufficient identification of the claimant, AAC can, in writing, inform of such, about the procedure or measures that have been or will be adopted following the complaint.
If the complaint sheet results in a litigious situation, AAC must, in writing and after completing all necessary diligences needed to conclude the legal restauration of the situation, inform the claimant about the procedure or measures that have been or will be adopted following the complaint.
ACQUISITION OF A NEW COMPLAINTS BOOK
The closure, loss or destruction of the complaints book forces the service provider to acquire a new book.
The loss or destruction of the complaints book forces the service provider to immediately inform AAC, period of time in which it must also redirect the user to which ever entity is willing to accept his complaint.
Infractions constitute administrative offenses punishable with imposition of fines and where the seriousness of the case prevails, ancillary fines, under the terms of the general regime of administrative offenses are committed.