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Complaints Book in Accommodation Units

Complaints Book - Legislation and Use

Complaints book

According to Decree-Law 128/2014, Article 20:

1 - Local accommodation establishments must have a complaints book in accordance with the terms and conditions established in Decree-Law no. 156/2005, of 15 September, amended by Decree-Laws no. 317/2007, of 6 November, 118/2009, of May 19, 317/2009, of October 30, and 242/2012, of November 7.

2 - The original of the claim form is sent to ASAE, under the terms provided for in the legislation referred to in the preceding paragraph.


A complaints book per establishment or local accommodation is mandatory, as each establishment will have a separate registration number as LA. The complaints book must be available at the local accommodation to which it relates. The detachable cover (cover sheet) must be affixed in a visible place and properly filled with the following data:



ADDRESS: Rua Rodrigo da Fonseca nº73, 1269-274 Lisboa


Each registered accommodation must correspond to 1 paper complaints book.

Each operator must correspond to 1 electronic book.



Regulation No. 569-A / 2014 General Regulation of Fees, Prices and other Revenues of the Municipality of Lisbon.

Economic operators must register on the online platform in order to obtain their electronic complaints book, following the following steps:

- Access the portal through the link and select the option "Register".

- Complete the form available there (identifying ASAE as a regulatory / supervisory entity and selecting the sector of activity).

- After submission, the access credentials (login and password) will be sent to the email indicated.

- On the platform, insert your credentials and «enter», ending the registration process.

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