FAQ
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16. Does ERS have a face to face Complaints Service?
ERS provides face to face service for support and information concerning complaints. In this service it may be provided assistance on how to write a complaint or an objection, since all the documentation contained in the process has to be in writing.
Office hours are from 9 am to 12:30 and from 14:00 to 17:30 at ERS facilities (information available at ERS website - www.ers.pt). -
17. Does ERS have a telephone service for complaints?
ERS provides telephone service for support and information concerning complaints. In this service it may be provided assistance on how to write a complaint or an objection, since all documentation contained in the process has to be in writing.
Telephone numbers are 222 092 372 or 222 092 350 (information available at ERS website - www.ers.pt).
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18. Does ERS have an email service for complaints?
ERS also provides, on its website, a form that health services patients can use to express/describe the situations/matters they wish (the Online Complaints Book), available at https://www.ers.pt/pages/50.
If the complainant wishes to obtain information about a complaint being already handled, it is possible to check, on ERS website, the stage of the process at https://www.ers.pt/pages/51. To access this feature, you must know the complaint’s reference number. ERS does not provide any documentation integrated in the process, by this means, for security and privacy assurance reasons. However, if the user wants to access the content of the documentation concerning the handling stages set out in this checking, it may be sent by electronic mail, after the confirmation of his/her personal data, obtained by completing a form that appears in the same page, in which it is necessary to insert the data that were set in the complaint’s sheet/document. If the data do not match with those in the process, it will not be sent any information.
ERS has as well an email address - reclamacoes@ers.pt - that can be used to clarify any questions that do not fall into the two situations described above.
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19. How is it possible to know the handling stage of a complaint at ERS?
It is possible to consult, on ERS website, a complaint’s handling stage, at https://www.ers.pt/pages/51.
To access this feature, you must know the complaint’s reference number. ERS does not provide any documentation included in the process, by this means, for security and privacy assurance reasons. However, if the user wants to access the content concerning the procedures set out in this consultation, the documentation may be sent by electronic mail, after the confirmation of your personal data obtained by completing a form that appears in the same page, in which you must insert the same data that were completed in the sheet/document in which the complaint was firstly made. If the data do not match those in the process, it will not be sent any information.
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20. Is there a deadline for the provider to send the complaint to ERS?
Yes. You have 10 working days to do it.
