Any complaint about the Metro service must be made in writing using the following available channels:<\/p>\n

– Complaints form on this page;
\n– Complaints Books available at all Metro stations;
\n– Letter addressed to \u201cServi\u00e7o de Reclama\u00e7\u00f5es do Metropolitano de Lisboa\u201d:
\nAddress: : Av. Fontes Pereira de Melo, 28
\n1069-095 Lisboa.<\/p>\n

<\/p>\n

Check out which steps you must take before submitting your complaint:
\n<\/span><\/strong><\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,1_3,1_3″ _builder_version=”3.25″ custom_margin=”25px||25px|” custom_margin_tablet=”” custom_margin_phone=”” custom_margin_last_edited=”on|phone”][et_pb_column type=”1_3″ _builder_version=”3.25″ custom_padding=”25px|25px|25px|25px” custom_padding_tablet=”25px||25px|” custom_padding_phone=”” custom_padding_last_edited=”on|desktop” custom_padding__hover=”|||”][et_pb_circle_counter title=”1st Request information” number=”1″ percent_sign=”off” circle_color=”#3e8ede” circle_color_alpha=”1″ _builder_version=”4.6.0″ title_level=”h2″ title_text_align=”center” title_text_color=”#3e8ede” title_font_size=”20″ number_font=”Ubuntu||||||||” number_text_align=”center” number_text_color=”#3e8ede” text_orientation=”left” animation_style=”fade” animation_duration=”500ms”][\/et_pb_circle_counter][et_pb_text _builder_version=”4.6.0″ custom_margin=”||70px||false|false” custom_margin_tablet=”” custom_margin_phone=”” custom_margin_last_edited=”on|phone” custom_margin__hover_enabled=”on|desktop”]<\/p>\n

Before submitting your complaint, please seek clarification about the issue motivating your dissatisfaction.
Ask our services.<\/span><\/p>\n

[\/et_pb_text][et_pb_button button_url=”\/en\/inform\/information-request\/” button_text=”Request information” button_alignment=”left” _builder_version=”4.6.0″ custom_button=”on” button_text_size=”16″ button_text_color=”#ffffff” button_bg_color=”#250671″ button_border_width=”1px” button_border_color=”#250671″ button_border_radius=”0″ button_letter_spacing=”1px” button_icon=”%%18%%” button_icon_color=”#ffffff” custom_margin=”20px|||” custom_css_main_element=”width: 100%;|| text-align: center;||-webkit-box-shadow: 0px 13px 0px 0px #2f7de1;||-moz-box-shadow: 0px 13px 0px 0px #2f7de1;||box-shadow: 0px 13px 0px 0px #2f7de1; ” button_text_size__hover_enabled=”off” button_text_size__hover=”null” button_one_text_size__hover_enabled=”off” button_one_text_size__hover=”null” button_two_text_size__hover_enabled=”off” button_two_text_size__hover=”null” button_text_color__hover_enabled=”off” button_text_color__hover=”null” button_one_text_color__hover_enabled=”off” button_one_text_color__hover=”null” button_two_text_color__hover_enabled=”off” button_two_text_color__hover=”null” button_border_width__hover_enabled=”on|desktop” button_border_width__hover=”null” button_one_border_width__hover_enabled=”off” button_one_border_width__hover=”null” button_two_border_width__hover_enabled=”off” button_two_border_width__hover=”null” button_border_color__hover_enabled=”on|desktop” button_border_color__hover=”null” button_one_border_color__hover_enabled=”off” button_one_border_color__hover=”null” button_two_border_color__hover_enabled=”off” button_two_border_color__hover=”null” button_border_radius__hover_enabled=”off” button_border_radius__hover=”null” button_one_border_radius__hover_enabled=”off” button_one_border_radius__hover=”null” button_two_border_radius__hover_enabled=”off” button_two_border_radius__hover=”null” button_letter_spacing__hover_enabled=”on|desktop” button_letter_spacing__hover=”1px” button_one_letter_spacing__hover_enabled=”off” button_one_letter_spacing__hover=”null” button_two_letter_spacing__hover_enabled=”off” button_two_letter_spacing__hover=”null” button_bg_color__hover_enabled=”on|desktop” button_bg_color__hover=”” button_one_bg_color__hover_enabled=”off” button_one_bg_color__hover=”null” button_two_bg_color__hover_enabled=”off” button_two_bg_color__hover=”null”][\/et_pb_button][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”3.25″ custom_padding=”25px|25px|25px|25px” custom_padding_tablet=”25px||25px|” custom_padding_phone=”” custom_padding_last_edited=”on|phone” custom_padding__hover=”|||”][et_pb_circle_counter title=”2nd Submit complaint” number=”2″ percent_sign=”off” bar_bg_color=”#f7a800″ circle_color=”#f7a800″ circle_color_alpha=”1″ _builder_version=”3.0.106″ title_level=”h2″ title_text_align=”left” title_text_color=”#f7a800″ title_font_size=”20″ number_font=”Ubuntu||||||||” number_text_align=”center” number_text_color=”#f7a800″ text_orientation=”left” animation_style=”fade” animation_duration=”500ms”][\/et_pb_circle_counter][et_pb_text _builder_version=”4.6.0″ custom_margin=”50px||93px||false|false” custom_margin_tablet=”” custom_margin_phone=”||0px|” custom_margin_last_edited=”on|desktop” animation_style=”fade” animation_duration=”500ms”]<\/p>\n

Submit your complaint in writing to our Complaints Service.
We will answer as soon as possible.<\/p>\n

[\/et_pb_text][et_pb_button button_url=”\/en\/inform\/complaints\/#form-reclamacao” button_text=”Submit complaint” button_alignment=”left” _builder_version=”4.6.0″ custom_button=”on” button_text_size=”16″ button_text_color=”#ffffff” button_bg_color=”#250671″ button_border_color=”#250671″ button_border_radius=”0″ button_icon=”%%18%%” button_icon_color=”#ffffff” custom_margin=”||||false|false” custom_css_main_element=”width: 100%;|| text-align: center;||-webkit-box-shadow: 0px 13px 0px 0px #f7a800 ;||-moz-box-shadow: 0px 13px 0px 0px #f7a800;||box-shadow: 0px 13px 0px 0px #f7a800;” button_text_color_hover=”#f7a800″ button_border_radius_hover=”0″ button_text_size__hover_enabled=”off” button_text_size__hover=”null” button_one_text_size__hover_enabled=”off” button_one_text_size__hover=”null” button_two_text_size__hover_enabled=”off” button_two_text_size__hover=”null” button_text_color__hover_enabled=”on|hover” button_text_color__hover=”#ffffff” button_one_text_color__hover_enabled=”off” button_one_text_color__hover=”null” button_two_text_color__hover_enabled=”off” button_two_text_color__hover=”null” button_border_width__hover_enabled=”on|hover” button_border_width__hover=”null” button_one_border_width__hover_enabled=”off” button_one_border_width__hover=”null” button_two_border_width__hover_enabled=”off” button_two_border_width__hover=”null” button_border_color__hover_enabled=”off” button_border_color__hover=”null” button_one_border_color__hover_enabled=”off” button_one_border_color__hover=”null” button_two_border_color__hover_enabled=”off” button_two_border_color__hover=”null” button_border_radius__hover_enabled=”on” button_border_radius__hover=”0″ button_one_border_radius__hover_enabled=”off” button_one_border_radius__hover=”null” button_two_border_radius__hover_enabled=”off” button_two_border_radius__hover=”null” button_letter_spacing__hover_enabled=”on|hover” button_letter_spacing__hover=”1px” button_one_letter_spacing__hover_enabled=”off” button_one_letter_spacing__hover=”null” button_two_letter_spacing__hover_enabled=”off” button_two_letter_spacing__hover=”null” button_bg_color__hover_enabled=”on|hover” button_bg_color__hover=”#250671″ button_one_bg_color__hover_enabled=”off” button_one_bg_color__hover=”null” button_two_bg_color__hover_enabled=”off” button_two_bg_color__hover=”null” button_icon_color__hover_enabled=”on|hover” button_icon_color__hover=”#ffffff” button_bg_enable_color__hover=”on”][\/et_pb_button][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”3.25″ custom_padding=”25px|25px|25px|25px” custom_padding_tablet=”25px||25px|” custom_padding_phone=”” custom_padding_last_edited=”on|phone” custom_padding__hover=”|||”][et_pb_circle_counter title=”3rd Seek Arbitration” number=”3″ percent_sign=”off” bar_bg_color=”#00a19b” circle_color=”#00a19b” circle_color_alpha=”1″ _builder_version=”3.0.106″ title_level=”h2″ title_text_align=”left” title_text_color=”#00a19b” title_font_size=”20″ number_font=”Ubuntu||||||||” number_text_align=”center” number_text_color=”#00a19b” text_orientation=”left” animation_style=”fade”][\/et_pb_circle_counter][et_pb_text _builder_version=”4.6.0″ custom_margin=”||3px|” custom_margin_tablet=”” custom_margin_phone=”” custom_margin_last_edited=”on|” custom_padding=”20px||||false|false”]<\/p>\n

\nIn the event of a dispute, customers (consumers) may seek arbitration with the Lisbon Arbitration Centre for Consumer Disputes (\u201cCentro de Arbitragem de Conflitos de Consumo de Lisboa\u201d).<\/p>\n

[\/et_pb_text][et_pb_button button_url=”\/en\/inform\/complaints\/#text-litigar” button_text=”Appeal to” button_alignment=”left” _builder_version=”4.6.0″ custom_button=”on” button_text_size=”16″ button_text_color=”#ffffff” button_bg_color=”#250671″ button_border_width=”1px” button_border_color=”#250671″ button_border_radius=”0″ button_icon=”%%18%%” button_icon_color=”#ffffff” custom_margin=”20px|||” custom_css_main_element=”width: 100%;|| text-align: center;||-webkit-box-shadow: 0px 13px 0px 0px #19a19b;||-moz-box-shadow: 0px 13px 0px 0px #19a19b;||box-shadow: 0px 13px 0px 0px #19a19b;” button_text_color_hover=”#00a19b” button_text_size__hover_enabled=”on|hover” button_text_size__hover=”null” button_one_text_size__hover_enabled=”off” button_one_text_size__hover=”null” button_two_text_size__hover_enabled=”off” button_two_text_size__hover=”null” button_text_color__hover_enabled=”on|hover” button_text_color__hover=”#ffffff” button_one_text_color__hover_enabled=”off” button_one_text_color__hover=”null” button_two_text_color__hover_enabled=”off” button_two_text_color__hover=”null” button_border_width__hover_enabled=”on|desktop” button_border_width__hover=”null” button_one_border_width__hover_enabled=”off” button_one_border_width__hover=”null” button_two_border_width__hover_enabled=”off” button_two_border_width__hover=”null” button_border_color__hover_enabled=”on|hover” button_border_color__hover=”#250671″ button_one_border_color__hover_enabled=”off” button_one_border_color__hover=”null” button_two_border_color__hover_enabled=”off” button_two_border_color__hover=”null” button_border_radius__hover_enabled=”off” button_border_radius__hover=”null” button_one_border_radius__hover_enabled=”off” button_one_border_radius__hover=”null” button_two_border_radius__hover_enabled=”off” button_two_border_radius__hover=”null” button_letter_spacing__hover_enabled=”on|hover” button_letter_spacing__hover=”1px” button_one_letter_spacing__hover_enabled=”off” button_one_letter_spacing__hover=”null” button_two_letter_spacing__hover_enabled=”off” button_two_letter_spacing__hover=”null” button_bg_color__hover_enabled=”on|hover” button_bg_color__hover=”#250671″ button_one_bg_color__hover_enabled=”off” button_one_bg_color__hover=”null” button_two_bg_color__hover_enabled=”off” button_two_bg_color__hover=”null” button_bg_enable_color__hover=”on” button_icon_color__hover_enabled=”on|hover” button_icon_color__hover=”#ffffff”][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ module_id=”form-reclamacao” _builder_version=”3.22″ custom_margin=”50px||50px|” custom_margin_tablet=”” custom_margin_phone=”50px|25px|50px|25px” custom_margin_last_edited=”on|phone”][et_pb_row module_id=”form-reclamacao” _builder_version=”3.25″ custom_margin=”25px||25px|” custom_margin_tablet=”” custom_margin_phone=”” custom_margin_last_edited=”on|desktop”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][et_pb_text admin_label=”Text-Apresentar reclama\u00e7\u00e3o” _builder_version=”3.27.4″ header_font=”Ubuntu||||||||” header_text_color=”#f7a800″]<\/p>\n

Submit complaint<\/h1>\n
<\/p>\n
[\/et_pb_text][et_pb_code admin_label=”Code-reclamacao” custom_margin=”||25px|” custom_margin_tablet=”” custom_margin_phone=”” custom_margin_last_edited=”on|desktop”]
If you are human, leave this field blank.<\/label><\/div>
Nome <\/span><\/label>
<\/div><\/div><\/div>
Email <\/span><\/label>
<\/div><\/div><\/div>
Phone<\/label>
<\/div><\/div><\/div>
<\/div>
Data<\/label>
<\/div><\/div><\/div>
Serial number of Lisboa viva or viva Viagem card<\/label>
For matters relating to travel tickets or cards only\r\n\r\n<\/span><\/div><\/div><\/div>
File Upload<\/label>
<\/div><\/div><\/div>
<\/div>
Description of issue <\/span><\/label>
<\/textarea><\/div><\/div><\/div><div class=\"vfb-clearfix\"><\/div><div class=\"vfb-col-12 vfb-fieldType-checkbox\" id=\"vfbField53\"><label for=\"vfb-field-53\" class=\"vfb-control-label\">Authorization <span class=\"vfb-required-asterisk\"><\/span><\/label><div><span class=\"vfb-help-block\">* Mandatory fields are marked<br><br>\r\n\r\nAll personal information collected is for analysis and customer response purposes, and it will be logged into our information systems for data processing.\r\nThe 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.\r\nFor more information about privacy policy, please <a href=\"https:\/\/www.metrolisboa.pt\/en\/privacy-policy\/\">click here<\/a>.<\/span><div class=\"vfb-checkbox\"><label><input id=\"vfb-field-53-0\" class=\"\" placeholder=\"\" data-vfb-multiple=\"vfb-field-53\" required=\"required\" type=\"checkbox\" name=\"vfb-field-53[0]\" value=\"1\">I authorise ML to use the personal information provided above for the specified purposes.<\/label><\/div><\/div><\/div><div class=\"vfb-clearfix\"><\/div><div class=\"vfb-col-12 vfb-fieldType-captcha\" id=\"vfbField54\"><div class=\"vfb-form-group\"><div><div><\/div><input type=\"hidden\" name=\"_vfb_captcha_simple_enabled\" value=\"1\" id=\"\"><input id=\"vfb-field-54\" class=\"vfb-form-control\" placeholder=\"\" required=\"required\" data-vfb-required=\"1\" data-vfb-type=\"integer\" data-vfb-minlength=\"2\" data-vfb-maxlength=\"2\" type=\"text\" name=\"_vfb_captcha_simple-6\" value=\"\"><span class=\"vfb-help-block\">For security verification, please enter any random two digit number. For example: 54<\/span><\/div><\/div><\/div><div class=\"vfb-clearfix\"><\/div><div class=\"vfb-col-12 vfb-fieldType-submit\" id=\"vfbField55\"><button id=\"vfb-field-55\" class=\" btn btn-primary\" placeholder=\"\" type=\"submit\" name=\"_vfb-submit\">Send<\/button><\/div><div class=\"vfb-clearfix\"><\/div><\/form>[\/et_pb_code][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ module_id=”text-litigar” _builder_version=”3.22″ custom_margin=”50px||25px|” custom_margin_tablet=”” custom_margin_phone=”50px|25px|25px|25px” custom_margin_last_edited=”on|phone”][et_pb_row module_id=”text-litigar” _builder_version=”3.25″ custom_margin=”25px||25px|” custom_margin_tablet=”” custom_margin_phone=”” custom_margin_last_edited=”on|phone”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][et_pb_text admin_label=”Text-Centro de Arbitragem de Conflitos de Consumo de Lisboa” _builder_version=”3.27.4″ header_font=”Ubuntu||||||||” header_text_color=”#ea1d76″]<\/p>\n<h1><strong>Alternative Dispute Resolution<\/strong><\/h1>\n<p>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):<\/p>\n<p><strong>Lisbon Arbitration Centre for Consumer Disputes:<\/strong><br \/><strong>Address:<\/strong> Rua dos Douradores, n\u00ba 116 \u2013 2\u00ba 1100 \u2013 207 Lisboa<br \/><strong>e-mail:<\/strong> director@centroarbitragemlisboa.pt or juridico@centroarbitragemlisboa.pt<br \/><strong>Phone:<\/strong>\u00a0(+351) 218 80 70 30<br \/><strong>More information:<\/strong>\u00a0http:\/\/www.centroarbitragemlisboa.pt\/<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”3.22″ custom_margin=”70px||70px|” custom_margin_tablet=”40px||40px|” custom_margin_phone=”40px|25px|40px|25px” custom_margin_last_edited=”on|phone”][et_pb_row column_structure=”1_3,1_3,1_3″ _builder_version=”3.25″][et_pb_column type=”1_3″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][et_pb_button button_url=”\/en\/inform\/customer-support\/” button_text=”Customer service” button_alignment=”left” admin_label=”Button-Atendimento-ao-cliente” _builder_version=”3.16″ custom_button=”on” button_text_size=”14″ button_text_color=”#333333″ button_border_width=”1″ button_border_color=”#333333″ button_border_radius=”0″ button_font=”Ubuntu||||||||” button_icon=”%%20%%” button_icon_color=”#333333″ custom_margin=”5px|2%|5px|2%” custom_padding=”10px||10px|” animation_style=”slide” animation_direction=”left” animation_duration=”800ms” custom_css_main_element=”width: 96%;||text-align: center; 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” button_border_color_hover=”#ffffff” button_border_radius_hover=”0″ button_text_size__hover_enabled=”off” button_text_size__hover=”null” button_one_text_size__hover_enabled=”off” button_one_text_size__hover=”null” button_two_text_size__hover_enabled=”off” button_two_text_size__hover=”null” button_text_color__hover_enabled=”off” button_text_color__hover=”null” button_one_text_color__hover_enabled=”off” button_one_text_color__hover=”null” button_two_text_color__hover_enabled=”off” button_two_text_color__hover=”null” button_border_width__hover_enabled=”off” button_border_width__hover=”null” button_one_border_width__hover_enabled=”off” button_one_border_width__hover=”null” button_two_border_width__hover_enabled=”off” button_two_border_width__hover=”null” button_border_color__hover_enabled=”on” button_border_color__hover=”#ffffff” button_one_border_color__hover_enabled=”off” button_one_border_color__hover=”null” button_two_border_color__hover_enabled=”off” button_two_border_color__hover=”null” button_border_radius__hover_enabled=”on” button_border_radius__hover=”0″ button_one_border_radius__hover_enabled=”off” button_one_border_radius__hover=”null” button_two_border_radius__hover_enabled=”off” button_two_border_radius__hover=”null” button_letter_spacing__hover_enabled=”off” button_letter_spacing__hover=”null” button_one_letter_spacing__hover_enabled=”off” button_one_letter_spacing__hover=”null” button_two_letter_spacing__hover_enabled=”off” button_two_letter_spacing__hover=”null” button_bg_color__hover_enabled=”off” button_bg_color__hover=”null” button_one_bg_color__hover_enabled=”off” button_one_bg_color__hover=”null” button_two_bg_color__hover_enabled=”off” button_two_bg_color__hover=”null”][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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 \u201cServi\u00e7o de Reclama\u00e7\u00f5es do Metropolitano de Lisboa\u201d: Address: : Av. Fontes Pereira de Melo, 28 1069-095 Lisboa. 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