Decreto-Lei n.º 74/2017

Publicação: Diário da República n.º 118/2017, Série I de 2017-06-21
  • Emissor:Economia
  • Tipo de Diploma:Decreto-Lei
  • Número:74/2017
  • Páginas:3141 - 3157
  • ELI:
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Summary in plain english (Without legal value)

What is it?

This decree-law modernizes and simplifies the complaints book system and creates the electronic complaints book, a SIMPLEX+ 2016 initiative.

Initially, the electronic complaints book will be available for essential public service providers (electricity, natural gas, electronic communications, postal services, water and waste). In the future, this initiative will be extended to other goods suppliers and service providers.

What will change?

Regarding the complaints book

1. Consumers of essential public services will be able to submit complaints electronically and will be entitled to receive a reply within 15 working days. They will also be able to request information from the service regulator and access frequently asked questions or the current legislation. In the future, these rules will benefit consumers of other goods and services.

2. Goods suppliers and service providers will be able to electronically send to the regulators the paper forms from complaints books. This will save them the cost of sending the forms by mail.

3. In order to streamline procedures, goods suppliers and service providers will have to send to the regulatory authorities, along with the complaint form, the relevant elements to assess the complaint; for example, a copy of the advertising message when the complaint concerns advertising.

4. It is no longer necessary to purchase a new complaint book when the supplier of goods or services changes its activity or its economic activity codes (CAEs) change.

5. Goods suppliers and service providers must help consumers and users to submit the complaint whenever they need it.

6. There is no longer a specific model for posting information on the existence of the complaints book, but it remains mandatory to have this information visible.

Regarding the yellow complaints book for public entities

1. The number of copies of each form in the paper complaints book is reduced and the procedure is simplified to promote the use of electronic platforms.

2. The public service evaluation mechanism is reinforced by the definition of uniform standards by the Agency for Administrative Modernization.

What are its benefits?

This decree-law is intended to modernize and dematerialize the complaints book. The electronic complaints book aims to:

  • simplify the complaint process and make it more accessible to all consumers
  • make complaint handling and response faster and more effective
  • promote transparency
  • modernize consumer protection policy.

When does it come into effect?

This decree-law comes into effect on 1 July 2017.

This text is intended to present the content of the legal act in accessible, plain and understandable language for citizens. The summary of the legal act in plain language has no legal value and does not replace the consultation of the legal act in the Diário da República.