Websites with an online store must be registered and display a link to the complaints book on the website.
Any website that provides information about goods or services and mentions where they can be purchased or acquired must have an electronic complaints book.
Since July 1, 2017, the Complaints Book is also available in digital format, and it is mandatory to present a link to it on web sites and online stores. You can register at www.livroreclamacoes.pt/inicio
According to the information on the website www.livroreclamacoes.pt, all economic operators that develop an economic activity through a website, practice sales or inform about services and products and where they can be purchased must have an electronic complaints book, that is, individual companies or entrepreneurs who:
i. Are required to have a Physical Complaints Book;
ii. Are required to have a Physical Complaints Book and also have representation / presence on the Internet, through a website where they also develop their economic activity;
iii. Not being obliged to have the Physical Complaints Book for not having a physical establishment, but having representation / presence on the Internet, through a website, where they develop an economic activity, covered by the legal regime of the complaints book.
Please note that having the physical complaints book does not invalidate the need to have the digital complaints book and the respective link to it on your website or online store.
Since December 31, 2019, all service providers / suppliers of goods that meet the requirements that require them to have the electronic complaints book must be registered on the platform.