Ombudsman

Within the structure of Metropolitano de Lisboa the Ombudsman fulfils the role of an autonomous organ which, although an integral part of the company, has its own statutes, giving it complete independence, particularly in relation to the members of the company Management Board.

The Ombudsman’s jurisdiction has its origins on the “ideal of justice” and guarantees specific access to justice for the citizens and users of the Lisbon underground in their relations with the public transport service that is Metropolitano de Lisboa.

By means of an informal (that is, a non-juridical), swift process, which is also free of charge, the aim is to ensure the rights of, and guarantees to, the citizens/users of this Public Service or those who enter into a juridical or contractual relationship with Metropolitano de Lisboa E.P.

The fundamental responsibility of the Ombudsman is to facilitate mitigation of pecuniary damages (material or moral damages), recommending fair and/or equitable solutions in all cases that involve disputes or may lead to legal proceedings. Whenever possible in such cases, the spirit of reconciliation of the interests involved should prevail.