As an American expat/immigrant living in Portugal, I am continually rating the services I receive in Lisboa by the level I would receive in New York City. It’s not fair. I know. But, it’s hard not to compare the Big Apple with my new home, but it’s what we do. If a waiter is rude, I compare it to the immaculate service at Delmonico’s. If a taxi driver goes the long way (they always do – just take an Uber) I think about the Yellow cabs who cheat tourists by taking the long way from JFK to Manhattan. If my local shopkeeper takes 15 minutes to help me (after I get cut off by a tia de Cascais), I am reminded of IKEA in Elizabeth across the river. In New York/NJ when you have bad service, you grumble. You say F*U and walk out. You will flat out call someone on their lies because heck – they’re lying. Then you never to give business to that establishment again. Nowadays, most people will go on review sites like FriendsEAT to leave a review. Here in Portugal, it’s different. Here you have a different kind of power. It’s called the Complaint Book or Livro de Reclamações.
HOW TO USE THE PORTUGUESE COMPLAINT BOOK
When stuff begins to go south with a business in Portugal, but it a shop/store/hotel/taxi/bar ask for the complaint book.
Queria o livro de reclamações, se faz favor. (Please can I see the the complaint book).Usually, this will cause the owner to be taken aback and ask why. You do not have to answer, but they legally have to get the book for you. If they do not, you do have the right to call 112 (that’s Portugal’s 911) or contact the police. If this is the case, the business can be fined up to 15,000€. It is in their best interest to freely offer the complaint book. Usually, what happens is that once you ask for the complaint book, the manager will try to resolve the issue at hand. This is really the best way to go, otherwise you’ll have to wait a while for resolution from regulatory bodies. If he/she does not, here’s what you need to do: When you get the book, begin filling out the form with your complaint. You will need to provide the following information:
- date
- time
- your full name
- where you reside
- your complaint
- The business must give you a duplicate
- A Triplicate will stay inside the book
- The original will stay with the business, but they are obligated by law to send it to the authorities within 10 days of it being filled out.
- After 10 days of the receipt of the complaint, the regulatory agency will decide on it and inform both you and the business of their decision.
Hello I am in Lisbon now and the intersection at the Praça do Comércio is very bad for pedestrians. Non-stop cars and busses. I almost got hit by a bus. Urgent to restablish the pedestrian green lights. Its not working.
Tnank you.
Hi Philippe,
Had the same thing this entire weekend over by El Corte Ingles. There is an app called Na Minha Rua, this goes directly to the camara municipal of Lisbon. You can give this type of complaint and add pictures. They will update the ticket as they are working on it.
Perhaps give that a try, or tweet the Camara.
Let me know how it goes.
Blanca
Great info! Exactly what I wanted to learn- thank you!
Hello, Is it possible to buy the complaintmentsbook her? can u send it to me? How much is it?
thank u.
I don’t think you can purchase the Portuguese complaints book, It would be awesome if they had it for sale right? You can access it online here, but they don’t have business listings and the negative or positive reviews.