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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 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
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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 dpo@metrolisboa.pt. For more information about privacy policy, please click here.
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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