Portaria n.º 201-A/2017, de 30 de junho, que aprova o modelo, edição, preços, fornecimento e distribuição do livro de reclamações, nos formatos físico e eletrónico, e estabelece as funcionalidades da plataforma digital
Portaria n.º 201-A/2017, de 30 de junho; Diário da República, 1.ª série, n.º 125, de 30 de junho de 2017, suplemento · Portugal · Binding instrument
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One working file organises the duties of Portaria n.º 201-A/2017 for businesses in Portugal into open questions answered from their own records, with the statutory text carried verbatim beside each duty.
Included from the Micro level.
Every toolkit in the level is included; nothing is bought one by one.
The businesses it reaches
This instrument concerns businesses in Portugal that must make a complaints book available to their customers, including shops, coffee shops and restaurants, service providers, online sellers and other establishments receiving the public. It sets the model, edition, prices, supply and distribution of the complaints book in physical and electronic formats, and the features of the digital platform. The working file walks through the administrative procedure that applies to these businesses, organised as open questions answered from the business's own records.
The file covers the administrative procedure under the annex to the instrument, including the steps a business follows when a complaint is recorded and the duties that attach to the electronic complaints book. Each section presents open questions beside the statutory text, so the business can answer from its own records and keep dated compliance reports in its own file. The toolkit is served through a connector inside Claude, with nothing downloaded and nothing installed.
The working file is a set of sections that organise the instrument's obligations into phases of open questions. The business answers each question from its own records, and the documents that come back are dated compliance reports the business keeps in its own file. The toolkit never gives advice and never presents a perspective; it carries what the authority wrote, organised.
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Questions and answers
Which businesses in Portugal must keep a complaints book under this instrument?
The instrument reaches establishments that receive the public, such as shops, coffee shops and restaurants, service providers and online sellers. These businesses must make a complaints book available in physical or electronic format. The working file organises the administrative procedure that applies to them as open questions answered from the business's own records.
What does the working file cover?
The file covers the administrative procedure set out in the annex to the instrument, including the steps a business follows when a complaint is recorded. It presents open questions beside the statutory text, so the business answers from its own records. The documents that come back are dated compliance reports the business keeps in its own file.
How is the toolkit delivered?
The sections are served through a connector inside Claude. Nothing is downloaded and nothing is installed. The business works through the open questions in the connector and keeps the dated compliance reports in its own file.
What does the electronic complaints book require of a business?
The instrument establishes the features of the digital platform for the electronic complaints book. The working file presents the duties that attach to the electronic format as open questions. The business answers from its own records, and the statutory text sits beside each duty.
Does the toolkit tell a business what to do?
The toolkit never gives advice and never presents a perspective; it carries what the authority wrote, organised. The business answers the open questions from its own records. The dated compliance reports record the business's own answers.
What records does a business need to answer the open questions?
The business answers from its own records, which may include its complaints book entries, its procedures for receiving complaints and its supply arrangements for the physical book. The working file leaves the choice of records to the business. Each section presents the open questions beside the statutory text so the business can locate the relevant material.
What is in each section of the working file?
Each section presents open questions a business answers from its own records. The statutory text is carried verbatim beside each duty. The sections are organised by subject, covering the administrative procedure under the annex to the instrument.
What do the dated compliance reports contain?
The reports record the business's answers to the open questions, dated at the time they are produced. The business keeps them in its own file. They are the documents that come back from working through the sections.
Does the toolkit cover the prices and supply of the physical complaints book?
The instrument fixes the model, edition, prices, supply and distribution of the complaints book in physical and electronic formats. The working file organises the administrative procedure that applies to businesses under the annex. The open questions let the business address its own arrangements from its own records.
How does a business work through the toolkit?
The business opens the connector inside Claude and works through the sections in phases of open questions. It answers each question from its own records, with the statutory text beside each duty. The documents that come back are dated compliance reports the business keeps in its own file.
Source: Diário da República. Official text, free of copyright under CDADC art. 7. Official reference: Portaria n.º 201-A/2017, de 30 de junho; Diário da República, 1.ª série, n.º 125, de 30 de junho de 2017, suplemento.
Related toolkits for Portugal: Lei n.º 24/96, de 31 de julho, que estabelece o regime legal aplicável à defesa dos consumidores · Lei n.º 7/2009, de 12 de fevereiro, que aprova a revisão do Código do Trabalho · Lei n.º 41/2004, de 18 de agosto, que transpõe para a ordem jurídica nacional a Directiva n.º 2002/58/CE, relativa ao tratamento de dados pessoais e à protecção da privacidade no sector das comunicações electrónicas · Lei n.º 93/2021, de 20 de dezembro, que estabelece o regime geral de proteção de denunciantes de infrações, transpondo a Diretiva (UE) 2019/1937