一位顾客在葡萄牙咖啡馆遭遇严重超收，饮料费用被收取105欧元而非应收的1.50欧元[1]。店主起初拒绝退款，但当顾客提出启用葡萄牙官方投诉簿《Livro de Reclamacoes》时，店主随即同意退款100欧元[1]。这一事件揭示了葡萄牙一项简便但有效的消费者保护机制的威力。
《Livro de Reclamacoes》投诉簿于20年前推出，是葡萄牙的官方消费者权益工具[1]。根据规定，所有提供商品和服务的场所都必须备置这本投诉簿，消费者可公开登记投诉[1]。一旦投诉被记录，商家需在15天内向葡萄牙经济和食品安全局（ASAE）提供解释[1]。投诉簿采用三份副本制度，一份送交ASAE，一份交给投诉人保存，一份留存于簿中供公众查阅[1]。2017年，葡萄牙将这一制度扩展至在线服务[1]。类似的投诉机制也存在于秘鲁和西班牙等国[1]。
A traveler in Portugal experienced firsthand how the country's consumer protection mechanism works when overcharged at a café.[1] The customer was billed €105 for beverages that should have cost €1.50, but the establishment initially refused to provide a refund.[1] When the situation was escalated and the owner was informed of Portugal's official complaint book, known as the Livro de Reclamacoes, a refund of €100 was promptly issued.[1]
The Livro de Reclamacoes has been in operation for approximately 20 years and represents a mandatory consumer protection tool across Portugal.[1] All businesses providing goods or services are required to maintain the complaint book on their premises, allowing customers to file formal grievances in writing and publicly.[1] Upon receiving a complaint, businesses must provide an explanation to Portugal's economy and food safety authority, ASAE, within 15 days.[1] Each complaint generates three copies: one is submitted to ASAE, another is retained by the complainant, and a third remains in the book for public viewing.[1] In 2017, Portugal extended this system to online services, recognizing the need for consumer protections in the digital marketplace.[1] Similar complaint mechanisms exist in Peru and Spain.[1]