Electronic Complaints Book

Company Identification/Adherence
Irmãos Peixoto, S.A., with VAT number 501265953, located at Avenida 25 de Abril, 28, 4700‐099 Braga, has adhered to the Electronic Complaints Book, without prejudice to the traditional paper format.

Electronic Complaints Book Platform
You can access the Complaints Book at: https://www.livroreclamacoes.pt/inicio

Regulatory/Supervisory Authority
ASAE (Authority for Food and Economic Safety)

Complaint Process - FAQ Complaint Process:

What steps should you follow to submit a complaint?
First, the consumer or user should ensure they have all the necessary information and documentation to complete the complaint, including the correct identification of the company they wish to complain about.
Once all elements are gathered, the consumer should:

1. Click on the “Make a Complaint” icon – you will then be asked for your email address;
2. Enter your email address and click “Submit” – you will receive a message in your inbox with a link to proceed with your complaint.
3. Access the message from the Platform received in your email and click on the link, which is valid for 60 minutes. After this period, the link will expire, and the process must be restarted.
4. After clicking the link, the consumer can proceed with the complaint as follows:

• Enter their personal details;
• Fill in the details of the company being complained about – this requires an intelligent search including fields such as the operator's name, address, phone number, and VAT number. Then, the consumer must select the “business sector” related to the complaint;
• Complete the complaint fields with a description of the issue and relevant facts, attaching up to 3 files if necessary;
• Finally, the consumer should check all details and click “Submit”.

After completing these four steps, the consumer will receive a confirmation of their complaint via email, which can be printed.

Who receives the complaint?
When a complaint is submitted through the Platform, it is automatically sent to the service provider/goods supplier and simultaneously to the relevant regulatory authority. The consumer will also receive a copy of the submitted complaint in PDF format via email.

Who can access information about the complaint?
The complaint information is accessible to the consumer/user who submitted it, the service provider/goods supplier being complained about, and the regulatory authority.

Is the goods supplier/service provider required to respond to the consumer?
Yes, within 15 working days.

How does the consumer receive the response from the goods supplier/service provider to their complaint?
The consumer will receive a response to their complaint via the email address provided at the time of submission.

How can the consumer track the progress of their complaint?
To track the status of their complaint, the consumer/user has two options:

• Via email. The consumer must enter their email address and will receive a list of complaints made with that email. Each complaint will have an associated link that, when accessed, will direct them to the consultation page, where the complaint details and status will be displayed.
• By entering the Complaint Number and Identification Number, allowing a search in both the RTIC database and the Electronic Complaints Book database.

The consumer may also contact the sector’s regulatory authority directly or check the progress of their complaint via the RTIC – Common Telematic Information Network. To check the status of a complaint, simply access the RTIC website by selecting “01 Consumers and Economic Operators” and entering the required details, such as the complaint number and personal identification number.