Legal: Consumer rights news in Portugal

The Bank of Portugal (Banco de Portugal) advised consumers never to hand payment cards to staff when paying in shops or restaurants. The central bank stated that merchants must configure payment terminals so that customers insert cards and enter security PINs themselves. The guidance aims to prevent fraud and reduce unauthorized transactions during in-person purchases.

The National Communications Authority (Autoridade Nacional de Comunicações or Anacom) has fined the telecommunications operator NOS 350,000 euros for unilaterally changing contract terms. The regulator stated that NOS failed to provide the required 30-day notice before introducing mandatory advertising in automatic TV recordings, a practice that also led to previous fines for Meo and Vodafone.

The National Communications Authority (Autoridade Nacional de Comunicações or Anacom) has proposed a new regulation allowing customers to claim up to €5,750 in compensation for service interruptions during the process of switching internet providers. Under the draft, which is open for public consultation until September 11, the new provider would be responsible for coordinating the transfer to minimize service gaps.

MetLife, Ageas, and MGEN were the most complained-about insurance companies in Portugal during 2025. While MGEN had a normal complaint level for health insurance, its French parent company recorded the highest number of complaints relative to its insured base under the Freedom to Provide Services regime, while Ageas Seguros saw the highest volume of complaints in the automotive sector.

The Water and Waste Services Regulation Authority has advised the Municipalized Water and Sanitation Services of Almada (Serviços Municipalizados de Água e Saneamento de Almada or SMAS) to proactively compensate residents affected by recent water supply interruptions. The regulator argues that the utility should identify impacted households rather than waiting for formal complaints.

The National Communications Authority (Autoridade Nacional de Comunicações or Anacom) has fined Vodafone 160,000 euros for making unilateral changes to the contracts of nearly 450,000 subscribers. The regulator stated the company failed to properly notify customers about mandatory advertisement viewing in its TV service, though Vodafone has announced it will appeal the decision.

The artificial intelligence company Anthropic is facing a class action lawsuit in Portugal filed by the Citizens’ Voice – Consumer Defence Association. The legal action stems from the company's alleged failure to provide an electronic complaints book (Livro de Reclamações Eletrónico), a mandatory requirement for businesses operating within the national territory.

Following an investigation by British competition authorities, Ryanair will no longer charge parents extra fees to sit next to their children. The new policy applies to all bookings made from this Thursday, though the airline noted that families may be seated toward the rear of the aircraft.

Stellantis is recalling 357 Jeep Wrangler and Gladiator vehicles in Portugal due to an electrical fault in the power steering pump that poses a fire risk. This local action is part of a global recall affecting approximately 1.3 million vehicles.

The National Communications Authority (Anacom) has issued a warning regarding a surge in fraudulent phone calls where callers falsely identify themselves as agency enforcement agents. The regulator has received over 180 complaints since May 25th regarding these deceptive contacts.

The Competition Authority (Autoridade da Concorrência or AdC) has imposed fines totaling 13.35 million euros on Meo, NOS, Vodafone, and the consultancy firm Accenture. The penalties relate to an anti-competitive agreement involving subscription television services and advertising in television recordings. While Meo has reportedly reached an agreement to avoid further legal action, other companies have indicated they will challenge the decision.

The Bank of Portugal (Banco de Portugal or BdP) is moving all digital banking complaints to the Electronic Complaints Book (Livro de Reclamações Eletrónico). This change aims to accelerate processing times, with the regulator now requiring financial institutions to respond within 15 days.

The government has approved a legislative proposal requiring telecommunications operators to block fraudulent messages and spoofed phone numbers. The new rules also mandate the identification of all prepaid mobile card users to improve security and prevent online scams.

European airports are reporting wait times of up to 3.5 hours at border controls, with passengers facing missed flights and significant travel disruptions. Consumer protection group Deco is demanding a compensation mechanism for affected travelers, while the European Commission suggests that member states should increase police presence to manage the implementation of the new Entry/Exit System (EES).

Update: Journalist misses flight amid ongoing airport border chaos

CNN chief correspondent Clarissa Ward reported missing her flight at Lisbon Airport on May 26 after spending two hours in line for biometric data collection. The incident highlights the ongoing operational challenges and passenger frustration caused by the new European Union border control system.

The Bank of Portugal (Banco de Portugal or BdP) has issued a new circular requiring banks to respond to all customer complaints within 15 business days. This update standardizes the response timeline, which previously varied depending on whether the complaint was filed through the bank's own book or directly with the regulator.

Financial institutions returned 8.91 million euros to customers in 2025 following interventions by the Bank of Portugal (Banco de Portugal or BdP). The regulator also noted an increase in consumer complaints, particularly regarding digital fraud and difficulties in closing bank accounts.

The Public Prosecutor's Office (Ministério Público) has issued a warning regarding a phishing campaign targeting TAP Air Portugal customers. Fraudsters are sending emails claiming victims are entitled to flight delay compensation, directing them to a fake website to steal banking credentials. Authorities advise the public to remain vigilant against these social engineering tactics.

A new decree-law now reinforces the right to be forgotten for individuals who have overcome cancer or other serious illnesses. Under the updated rules, applicants are no longer required to disclose past serious health conditions when taking out insurance associated with housing or consumer credit. The measure aims to prevent discrimination in the financial sector for those in remission.

A recent conclusion from the Advocate General of the European Union regarding case C-70/25 suggests that banks may no longer use 'gross negligence' as a blanket defense to deny reimbursement for digital fraud. The opinion argues that financial institutions should be required to reimburse unauthorized transactions immediately, shifting the burden of proof onto the banks if they wish to pursue claims of customer negligence.

Complaints regarding real estate mediation (mediação imobiliária) reached a historic high in 2025, driven by issues with property reservations and customer service. Many disputes involve the promissory purchase and sale agreement (Contrato de Promessa de Compra e Venda or CPCV). Those seeking housing should be aware of their rights when dealing with agents and ensure all reservation payments are properly documented.