Privacy Policy

Privacy and Data Protection Policy

Our commitment
This Privacy and Data Protection Policy has been prepared in accordance with the legislation in force, national and European, on the protection of individuals with regard to the processing of personal data and the free movement of such data (Law No. 58/2019, of 8 August and Regulation (EU) 2016/679 of the European Parliament and of the Council, of 27 April 2016). It describes the means by which the Consumers Trust collects, processes and uses personal data of its users, as well as the users' rights in relation to such processing and how to exercise them

What is personal data and what category of data do we process?
The term "personal data" covers information relating to a natural person who is identified or identifiable, directly or indirectly, in particular by reference to an identifier, such as name, identification number, location data, electronic identifiers, or specific elements of his or her physical, physiological, genetic, mental, economic, cultural or social identity. In the context of this Privacy Policy, personal data refers to information such as your name, date of birth, tax number, e-mail address, address, IP address or telephone number, among others. We guarantee that the personal data you provide when using the Complaint Portal will only be processed in the manner and for the purposes described herein.

The following is a description of the type of data we collect, the processing to which they are subject and their usefulness for the services we provide. At the end of the text you can also consult your rights of opposition, information, access, portability, rectification and elimination of data.

How do we collect your personal data?
Some of the services of the Complaints Portal do not require any form of registration, allowing you to visit our website without telling us who you are. However, there are several services and features that necessarily require the provision of personal data. In those situations, if you choose to refuse the provision of the requested data, it may not be possible to fully access the services in question, as well as to obtain answers from us, from the other Complaints Portal users and from the targeted entities. The Complaints Portal will only use personal data when they are provided by their owners, for the purposes for which they were provided and always with the consent of their holders.

1. Internet access data
With the access to the Complaint Portal, a set of computer data is automatically collected. The collection of this data has merely technical purposes, such as connection configuration, system security, technical administration of the network and site optimisation. The data in question are as follows:

  • IP address of the requesting processor;
  • Date and time of access;
  • Name and URL of the downloaded file;
  • Volume of data transmitted;
  • Indication whether the download was successful;
  • Identification data of the browser software and operating system;
  • Website from which you accessed our site;
  • Name of the Internet service provider.

2. Consent for use of personal data
Personal data is requested in the following menus.

2.1 User registration
To register in the Complaints Portal you must click on the Login and/or Register Free of Charge menu, following the other instructions. The reading and express acceptance of the Terms and Conditions of Use of the Portal da Queixa and the Privacy Policy is mandatory requirement to complete your registration. In this registration form you will be asked for some personal data, such as your name, date of birth, gender, e-mail address and password. You may also optionally add a profile picture or image. To post a complaint you will have to provide additional personal data, as explained in the following topics. After registration, the user will have access to his/her data, for consultation, rectification and alteration. The choice of user name and password is the exclusive responsibility of the user, in order to ensure the confidentiality of his/her personal data. The collection of these data aims to create and manage your user profile, in order to simplify and improve your user experience on the Complaints Portal. The user name, the profile photo or image, the complaints, the answers and the comments you insert are part of your public user profile, being visible and consultable by any registered user, having the other data provided in the registration a private nature. If you do not wish to provide the requested data, you will not be able to register or post complaints and other messages on the Complaint Portal.
2.2 Log in with Facebook
As an alternative to the login or user registration referred to in the previous point, you may choose to login to the Complaints Portal through your Facebook registration, if you are a user of that social network. In this case, Facebook will automatically send to the Complaint Portal the personal data contained in your public Facebook profile, your date of birth and your e-mail address, the user being able to extend or restrict the scope of such data, according to the tool that Facebook provides for that purpose.

2.3 Making a complaint
When making your complaint you will be asked for some additional personal data, such as your full name, e-mail address, VAT number, telephone contact and optionally your address. These data are collected in specific fields of the form and are only provided to the entity addressed, together with the contents of the complaint, and are not accessible to other users of the Complaints Portal. Do not insert your personal data in the field of the form destined to expose the complaint, as this will be of public view. You may attach copies of contracts, receipts or other documents that prove the situation reported. By default, the attachments you insert are only visible by the trademark. If you wish them to be public, you must mark this option in the respective field. The collection of this data aims to allow the entity complained against to correctly identify the situation reported and to contact you directly. With the exception of the entity addressed, we will not provide your data to third parties for any purpose. The complaint you insert in the Complaints Portal is, by the very nature of the platform, publicly visible by any user and will be registered in your activity history in the Complaints Portal. If you do not wish to provide the requested data, you will not be able to post complaints on the Complaints Portal.

2.4 Receive exclusively all the news
The Complaints Portal has a free newsletter service available to its users and visitors. This service aims to bring to the attention of its subscribers relevant information within the areas of interest covered by the services provided by the Complaint Portal. To be able to use this service you must necessarily provide your name and e-mail address in the existing field for that purpose. You may cancel the subscription to the newsletters service at any time, simply by sending an e-mail with that request or by following the indications in that sense present in the end of each newsletter.

2.5 User support
We constantly try to improve our services, so your comments, suggestions and contacts are very welcome. For that purpose, the Complaint Portal provides a direct and simplified contact form in the menu Help " Support " User Support. This form is not used to submit complaints, so complaints sent through this channel will not be published. Here you will be asked for some personal data (name, e-mail address and telephone number) for the sole purpose of replying to your query with a minimum of personalisation. These data will not be disclosed to third parties. If you prefer, you may also contact the Portal da Queixa directly to the e-mail address info @ (consumers) or apoio @ (companies), or to the address Avenida do Marechal Gomes da Costa 1551, 4150-360 Porto, Portugal.

3. Cookies and web tags
The Complaints Portal may collect and process information about your visit to this website, such as the pages you visit, the website you came from and some of the searches you perform. This information is used by us to help improve the content of the site and to compile aggregate statistics about individuals who use the Complaint Portal for internal and market research purposes. Cookies may be installed on your computer that collect the user's domain name, Internet service provider and operating system, as well as the date and time of access. A cookie is a small piece of information that is sent to your browser and stored on your computer's hard drive. Cookies do not harm your computer. You can set your browser to notify you when you receive a cookie, so that you can decide whether or not to accept it. However, we would like to inform you that if you do not accept it, you may not be able to use the full functionality of your browser. In collecting and processing the information described in this section we may use the services of external parties.

Occasionally, we may use Internet tags (also known as action tags, single-pixel GIFs, clear GIFs, invisible GIFs and 1-by-1 GIFs) and cookies on this site and deploy these tags/cookies through an advertising or web analytics service partner, who may store information about them (including your IP address). These tags/cookies are placed either in online advertisements that bring users to the site or on different pages of the site. Complaint Portal uses this technology to measure visitor response to our site and the effectiveness of our online promotional campaigns (including how many times a page is opened and what information is consulted), as well as to evaluate your use of this site. Our analytics services partner may collect data about visitors to our and other sites through these tag/cookies, may compile reports on site activity and may provide additional services that relate to site and Internet usage. It may also provide information to other parties in the event that there is a legal requirement to do so or if they contract with other parties to process the information on their behalf.

4. Links to other websites
This Privacy Policy applies only to the Complaint Portal and not to third party websites. We may provide links to other websites that we believe may be of interest to our visitors. However, links to those sites may only be provided if you click on the link and are never automatic. We aim to ensure that such sites meet the highest standards of security and privacy requirements. However, due to the nature of the internet, we cannot guarantee the privacy standards of the sites to which we provide a link or be responsible for the content of those sites, not being this Privacy Policy applicable to any site other than the Complaint Portal.

With whom do we share your data?
O The Complaint Portal is a social network, so the history of the users' activity (complaints, answers and comments) is part of the public profile of the respective user, being visible and viewable by any registered user. The content of the complaints and comments that you insert in the Complaint Portal may also be shared on the social networks that the Complaint Portal is part of, such as facebook, twitter, instagram and others.

As for the personal data you provide in the registration process or in the complaint form, the Complaints Portal will not sell, share or distribute them to third parties. Only the entity concerned by your complaint will have access to the personal data we collect in the complaint form: your full name, e-mail address, VAT number, telephone number and, optionally, your address. The publication of a complaint on the Complaints Portal necessarily implies that the user gives, on the complaint form itself, his express consent to the treatment of the personal data provided and to their transmission to the entity concerned. The transmission of these personal data aims to allow the entity addressed to correctly identify the situation reported and to contact you directly. If you choose to attach copies of contracts, receipts or other supporting documents of the situation reported, these will only be visible to the entity addressed, unless you indicate in the respective field the option to make them public. With the exception of the entity in question, we will not pass on your personal data to third parties for any purpose. In any event, we will always require the entity concerned to undertake to process your personal data in accordance with our Privacy Policy and with the legislation, national and European, on the protection of individuals with regard to the processing of personal data.

How long do we keep your personal data?
Without prejudice to other terms foreseen in the legislation in force, namely in matters of taxation, accounting and contractual responsibility, the data collected through this site shall be kept for the period of time during which the user is registered, and shall be eliminated when the user requests their elimination or that of their registration, under the terms of the following point.


Right to object, information, access, portability, rectification and erasure of data
The data subject has the right to oppose, at any time, the processing of his/her personal data, namely for the purposes of direct marketing or any other form of prospecting. The data subject is also entitled, and we fully acknowledge this, to access and check any personal data concerning him or herself, to demand its rectification or erasure and to withdraw consent for future use.

If you so wish and if it is convenient for you, you may also request the portability of the personal data collected and processed in the Complaint Portal. This right allows you to receive your personal data in a structured, commonly used and machine-readable format and store it in a private device for further personal use.

In some of the services of the Complaints Portal, if you are a registered user, it is possible to access, rectify, delete or modify the data collected, directly by the owner.

To obtain information about your personal data, to access, rectify or eliminate them, or to clarify any other issue regarding the use of personal data in our possession, please contact the person in charge of the processing, identified in the following paragraph, or directly to the e-mail address hello @


Who is responsible for the processing of your personal data?
The controller of the personal data collected on the Complaints Portal is Consumers Trust, S.A.NIPC 508 949 300. You can reach us at hello @ or by mail at Avenida do Marechal Gomes da Costa 1551, 4150-360 Porto, Portugal