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Complaints

Complaints

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
1069-095 Lisboa.

 

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

Submit your complaint to the Customer Ombudsman if you do not agree with the answer provided by the Complaints Service.

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”).

Submit complaint

 

For matters relating to travel tickets or cards only
* Mandatory fields are marked

All personal information collected is for analysis and customer response purposes, and it will be logged into our information systems for data processing. The information will be processed in accordance with our security and confidentiality policies and procedures and personal data will be kept only for the time strictly necessary for the purposes for which it was collected. To update and correct your personal information, please contact us at reclamacoes@metrolisboa.pt. For more information about privacy policy, please click here.

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.

Contacts:
Ombudsman: Natércia Cabral
Email: provedordocliente@metrolisboa.pt
Address: Estrada da Pontinha (Complexo de Carnide)
1600-582 Lisboa

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

For matters relating to travel tickets or cards only
* Mandatory fields are marked

All personal information collected is for analysis and customer response purposes, and it will be logged into our information systems for data processing. The information will be processed in accordance with our security and confidentiality policies and procedures and personal data will be kept only for the time strictly necessary for the purposes for which it was collected. To update and correct your personal information, please contact us at reclamacoes@metrolisboa.pt. For more information about privacy policy, please click here.

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: director@centroarbitragemlisboa.pt or juridico@centroarbitragemlisboa.pt
Phone: (+351) 218 80 70 30
More information: http://www.consumidor.pt