Complaints

Updated on 05/12/2025

The legal framework applicable to the complaints book, established by Decree-Law No. 156/2005 of 15 September, and its successive amendments, was revised again through Decree-Law No. 74/2017 of 21 June.

This statute establishes the mandatory existence of the complaints book in both physical and electronic formats.

The electronic complaints book allows consumers and users to submit complaints electronically through a dedicated online platform, promoting faster and more efficient processing and facilitating contact with the competent public authorities.

The obligation to receive complaints in electronic format is initially limited to providers of essential public services, as defined in Law No. 23/96 of 26 July, in its current version, and is later extended to suppliers of goods or service providers in other economic activity sectors.

Digital Complaints Book

In the specific case of the Municipality of Vila Verde, users can use this platform only for issues related to essential public services provided by the municipality:

Water supply service;
Electronic communications service;
Wastewater collection services;
Urban solid waste management services.

Access the Electronic Complaints Book at www.livroreclamacoes.pt.

For additional information regarding the online Complaints Book, you may contact the Directorate-General for Consumers via email at dgc@dg.consumidor.pt or by phone at 213 564 600.

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