Dispute Resolution Policy

Dear Customer,

We believe that resolving disputes in a transparent, fair and speedy manner fosters trust in established relationships.

Arbitration, as it follows a set of international rules and has a binding character in terms of decision, is a means that we highlight for the alternative resolution of disputes – Law on Voluntary Arbitration (Law 16/03 of 25 July).

In this context, we provide you with information so that you can exercise your right to complain to an official, third-party and impartial entity to the process («dispute resolution entity») that will help you to resolve the dispute in question.

Therefore, if you are dissatisfied with the purchase of a good or service, or with the solution presented by us to resolve the situation, you can access this official website https://www.crel.co.ao and raise your objection.

Alternative dispute resolution is the possibility that all consumers have at their disposal to appeal and official entities that help them in the resolution, or guidance of any conflict, before opening litigation in the Courts.

As a general rule, the procedure is as follows: the Customer asks an impartial third party to act as an intermediary between him and the merchant who is the subject of his complaint. The intermediary can suggest a solution to your complaint, impose a solution on both parties, or bring the parties together to find a solution.

You may know the concept of alternative dispute resolution by another name: ‘mediation’, ‘conciliation’, ‘arbitration’ or ‘committee responsible for consumer disputes’.

Alternative dispute resolution is, as a rule, less expensive, less formal and faster than the judicial route.

In the event of a consumer dispute, the consumer may resort to the following alternative consumer dispute resolution entities:

Extrajudicial Dispute Resolution Center (CREL) of the Ministry of Justice of Angola;

Ndunduma Street, 37

Luanda Angola

Arbitration Center of the Industrial Association of Angola (CAAIA)

Rua Manuel Caldeira, nº 6

Luanda Angola