Electronic Complaints Book

Last updated: October 15, 2025

DaTerapia offers Electronic Complaints Book, complying with applicable legislation. This channel is intended for consumers who wish to file a complaint or request information related to the services provided (appointments, billing, customer service, quality of non-clinical service, among others).

If you prefer to proceed directly to the official form, use the direct access:
Access the Electronic Complaints Book

1) When to use the Complaints Book

You should use the Electronic Complaints Book when you wish to... formalize Your complaint, ensuring its registration, or whenever you wish. request information in accordance with the law. This mechanism no replaces situations of clinical emergency; In case of crisis, contact the 112 or the nearest health unit.

2) Scope of complaints

Matters that may be subject to complaint include:
• Bookings, reschedulings and cancellations;
• invoicing, refunds and payment methods;
• Customer service and meeting deadlines;
• accessibility and usability of the platform;
• quality of service non-clinical.

Notes:
a) Strictly clinics e deontological They may also be submitted to the relevant professional bodies, without prejudice to consumer rights.
b) Alternatively or as a complement, you can resort to Alternative Dispute Resolution (ADR), as per our dedicated page on the subject.

3) How to file your complaint (step by step)

1. Access the official portal: livroreclamacoes.pt/inicio.
2. Select the “Submit a complaint” option and indicate the “Services” sector and our identification (DaTerapia / psicologo-online.pt).
3. Please fill in the required identification and contact information fields.
4. Describe the facts In an objective manner, with dates and references (appointment number, invoice/receipt, communication received).
5. Attach, if necessary, supporting documents (proof of payment, screenshots, emails).
6. Submit the form and Keep the receipt. Issued by the system.

Helpful suggestions for a good analysis: indicate a chronology of events, the desired outcome, and any previous attempts at contact.

4) What happens after complaining?

• You will receive a proof from the submission on the official portal.
• The complaint is forwarded to DaTerapia and, where applicable, to the relevant regulatory/supervisory body.
• DaTerapia analyze In this case, you can request further clarification and submit... reasoned answer within a reasonable timeframe.
• When applicable, we will indicate corrective measures and/or proposed solutions (refund, invoice adjustment, process improvement, technical clarification).

This channel does not harm your right to appeal to RAL or to courts.

5) Useful alternatives and contacts

Before or in parallel with the Complaints Book, you can use our internal channel for quick resolution: apoio@psicologo-online.pt (Subject: “Complaint”), attaching identification, booking/invoice number, and factual description. For matters of data protection (GDPR), use dpo@psicologo-online.pt or +351 911 559 506.

6) Processing of personal data (GDPR)

The data provided in the complaint will be processed. just to analyze and respond to your request, comply with legal obligations, and cooperate with authorities. We apply appropriate security measures and we minimize The data shared with third parties (e.g., public entities) is limited to what is strictly necessary. You may exercise your rights (access, rectification, erasure, restriction, objection, and portability) with our [company/service provider/etc.]. DPO: dpo@psicologo-online.pt.

7) Accessibility and usability

The Electronic Complaints Book portal is centrally managed and provides clear instructions. If you have specific accessibility needs, Please let us know so we can assist you in the process (without interfering with the official registration).

8) Frequently Asked Questions (FAQ)

Can I submit a request for "information" instead of a "complaint"?
Yes. The portal allows both options. A request for information is useful when you only want formal clarifications.

Does the use of the Complaints Book prevent ADR (Alternative Dispute Resolution)?
No. They are mechanisms. complementary. It can, if you understand, also move forward with RAL after filing the complaint.

What is the response time?
We respond within a reasonable timeframe, consistent with the complexity of the case and legal deadlines. You will always receive confirmation of receipt and will be informed of relevant developments.

What documentation should I attach?
Proof of booking, invoices/receipts, exchanged emails, and screenshots that demonstrate the alleged facts.

Can I file a complaint on clinical matters?
You can report on your overall experience; however, articles clinical/ethical They also have their own channels with professional bodies. If necessary, we will provide the appropriate contacts.

9) Quick access

To formalize your complaint or request for information, please use the official link:
Access the Electronic Complaints Book

If you need help filling out the form, write to apoio@psicologo-online.pt.