on Google
Condoroo’s internal complaints portal exists for a specific moment: when something has not gone well with your building’s manager and you need to speak to someone more senior. Managers are people and, as in any profession, there are communication failures and unforeseen events. Escalating a complaint is not going over the manager’s head; it is giving them support. In this article we explain when to use the portal, what happens after you escalate, what rights you have before the general meeting and which external channels you can use if you are not satisfied.
In short
- The first contact is always the building manager, who knows the history.
- If the problem is not resolved, the internal complaints portal takes the case to supervision.
- The channel is authenticated: we know we are speaking to an owner in a building we manage.
- The administrator’s acts can be appealed to the general meeting (article 1438 of the Civil Code).
- Outside the company, you can use the complaints book and Portal da Queixa.
Why there is an escalation channel
In a sector with many small companies, a complaint about the manager often has nowhere to go: the manager is also the owner, the accountant and the only contact. The study by the sector’s association, reported by ECO, raised the alarm:
«Não se pode deixar de assinalar, com este estudo, o facto da maioria das empresas com o registo desta atividade no Serviço de Finanças não a exercer, o que revela as dificuldades que este setor de atividade atravessa, em consequência da sua falta de regulação, que leva a práticas que a descredibiliza e à insegurança dos consumidores (condóminos)» — President of APEGAC, quoted by ECO (20/06/2023)
In plain English: the study shows that most companies registered for this activity with the Tax Authority do not actually carry it out, which reveals the difficulties of a sector that lacks regulation, leading to practices that discredit it and to insecurity for consumers (owners).
In a team of more than 20 professionals, the manager works with colleagues and supervision. The internal portal is how an owner reaches that supervision without relying on personal contacts.
The levels of a complaint
| Level | Who handles it | When to use it |
|---|---|---|
| 1. Building manager | The manager who looks after the condominium | First contact for any request |
| 2. Internal complaints portal | Condoroo supervision | When the manager has not solved it or the answer was unsatisfactory |
| 3. General meeting | All owners | To challenge an act of the administrator |
| 4. External channels | Complaints book, Portal da Queixa | When you want a public or official record |
What happens after you escalate
The internal complaints portal works with three rules:
- Verified identity: we confirm that we are speaking to an owner in one of the buildings we manage, so the case is handled with the right context.
- Priority response: an escalated complaint goes ahead of routine requests.
- Direct contact: a supervisor calls you to hear the case and agree the next steps.
The supervisor reviews the building’s history, communications and documents, speaks to the manager and replies to you with what happened and what will be done. When the complaint reveals a process failure, the correction applies to every building.
What kind of complaints reach supervision
The most common cases that justify escalating are situations where the first contact did not solve the problem:
- Contracted services that fail, such as cleaning of the common parts or maintenance of equipment, without the supplier being held to account.
- Delayed repairs, where the request was recorded but the work did not happen within the stated deadline.
- Errors in the accounts, such as a contribution charged twice or an expense allocated to the wrong unit.
- Missing documents, such as minutes that never arrived or a no-debt statement requested for a sale.
- Insufficient communication, when the owner does not know where their request stands.
In all these cases, supervision checks the facts, speaks to the manager and to the supplier, where relevant, and gives an answer with a deadline. When the complaint is about a decision of the general meeting, we explain the decision and how to have it reviewed: the management carries out what the general meeting decides and cannot change it on its own.
Why we prefer an authenticated channel
In messaging groups or on social media, it is hard to know who is writing, from which building and with which documents. In an authenticated channel, the complaint arrives with the unit, the history and the attachments, and the answer can be checked. This does not stop you from using public channels: it simply ensures that, inside the company, the case has an owner and a deadline.
Your rights before the general meeting
If you disagree with an act of the administrator, the law gives you a route of your own, independent of any company channel:
«Dos actos do administrador cabe recurso para a assembleia, a qual pode neste caso ser convocada pelo condómino recorrente.» — Civil Code, article 1438
In plain English: the administrator’s acts can be appealed to the general meeting, which the appealing owner may call for that purpose.
The general meeting also elects and dismisses the administrator. If there are irregularities or negligence, any owner can ask the court to remove the administrator (article 1435(3)). See what to do if you are unhappy with your administrator.
External channels
- Complaints book: physical or on the official portal.
- Portal da Queixa: the company’s response becomes public. See how we read our response times on Portal da Queixa.
Insurance as a guarantee
A complaint may involve a loss. Condoroo has €500,000 civil liability insurance, which covers damage caused by management errors. Always ask your management company for the policy and check the insurer, the insured capital and the validity.
How to make a good complaint
- State the building, the unit and the date of the problem.
- Attach photographs, emails or the request number.
- Say what you expect: a repair, an explanation or a correction to the accounts.
- Keep the answer and the deadline given.
A clear complaint is resolved faster, by any company.
If the problem affects several owners, such as a lift breakdown or a leak from the roof, one well-documented complaint is enough. Several identical complaints do not speed up the repair; a complete description, with photographs and dates, helps the manager request quotes and decide what is urgent. If the repair depends on a decision, the case goes to the general meeting.
The team behind the portal
Behind each manager there is a team of more than 20 professionals and senior supervision: if something does not go well with your manager, you can speak straight away to someone more experienced. Our founder, Rodrigo Bourbon, studied economics at Universidade Católica, started in investment banking in London and then worked in insurance and home financing, according to Jornal de Negócios. Our managers have higher education, onboarding training and continuous training.
How Condoroo helps
Condoroo manages more than 600 condominiums, including buildings with more than 300 units, with a team of more than 20 professionals. We send hundreds of letters a month, each with tracking, and, according to Condoroo’s call metrics, the average call time is 5 minutes and 15 seconds. We carry out more than 35 on-site inspections a day, around 700 a month, and the bank account is in the condominium’s name. We hold the DECO PROteste Approved Service seal for condominiums for the third year running and were Brand of the Month (Marca do Mês) on Portal da Queixa in September 2026. Plans start at €6.50 per unit per month.
Internal complaints portal: frequently asked questions
What is Condoroo's internal complaints portal?
It is the channel for escalating a complaint to supervision when the problem has not been solved with the building manager.
Should I speak to the manager first?
Yes. The manager knows the building’s history and resolves most requests.
What happens after I escalate a complaint?
The complaint gets a priority response and a supervisor contacts you to agree the next steps.
Can I challenge an act of the administrator at the general meeting?
Yes. The administrator’s acts can be appealed to the general meeting, which the owner can call.
Which external channels can I use?
The complaints book, physical or electronic, and Portal da Queixa.
What is Condoroo's civil liability insurance?
A €500,000 civil liability insurance policy.
This article is for information only. Legislation and websites consulted on 26 October 2026.
