Any complaint about the Metro service must be made in writing using the following available channels:
– Complaints form on this page;
– Complaints Books available at all Metro stations;
– Letter addressed to “Serviço de Reclamações do Metropolitano de Lisboa”:
Address: : Av. Fontes Pereira de Melo, 28
Check out which steps you must take before submitting your complaint:
1st Request information
Before submitting your complaint, please seek clarification about the issue motivating your dissatisfaction.
Ask our services.
2nd Submit complaint
Submit your complaint in writing to our Complaints Service.
We will answer as soon as possible.
3rd Seek assistance from the Customer Ombudsman
4th Seek Arbitration
In the event of a dispute, customers (consumers) may seek arbitration with the Lisbon Arbitration Centre for Consumer Disputes (“Centro de Arbitragem de Conflitos de Consumo de Lisboa”).
Seek assistance from the Customer Ombudsman
What’s the Customer Ombudsman?
The Customer Ombudsman is an independent body from the Board of Directors of Metropolitano de Lisboa (ML).
Its mission is to protect and safeguard the legitimate rights and interests of ML customers.
Ombudsman: Natércia Cabral
Address: Estrada da Pontinha (Complexo de Carnide)
When should I seek assistance from the Customer Ombudsman?
The Customer Ombudsman will assess customer complaints concerning previous decisions or answers provided by the ML Complaints Service with which you disagree.
Before appealing to the Customer Ombudsman, you must contact and submit your claim or complaint to the Metro Complaints Service, which will be the first instance body to assess your complaint.
What are the functions of the Customer Ombudsman?
To assess complaints submitted by ML customers and issue recommendations to the Board of Directors of ML, acting with full autonomy and independence.
The Customer Ombudsman will inform the complainant in writing within no more than 30 days of the results of its assessment and respective justification. This period may be extended to 45 days, in particularly complex situations.
Submit an appeal to the Customer Ombudsman
Alternative Dispute Resolution
In the event of a dispute, customers (consumers) may use the Lisbon Arbitration Centre for Consumer Disputes (Law 144/2015, of September 8, article 2, paragraph 1, article 18, paragraphs 1 and 2):
Lisbon Arbitration Centre for Consumer Disputes:
Address: Rua dos Douradores, nº 116 – 2º 1100 – 207 Lisboa
e-mail: email@example.com or firstname.lastname@example.org
Phone: (+351) 218 80 70 30
More information: http://www.consumidor.pt