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 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”).
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: firstname.lastname@example.org or email@example.com
Phone: (+351) 218 80 70 30
More information: http://www.centroarbitragemlisboa.pt/