As per Decree-Law number 58/2016, of august 29th that came into force last Monday, all public and private entities that provide in-person customer service must give priority to people with disabilities or incapacity, elderly people, pregnant women and people carrying children over any other user.
These new rules grant priority to elderly people over the age of 65 years that simultaneously exhibit physical or mental limitations, to pregnant women, to people with disabilities who present a document certifying an incapacity exceeding 60% as well as specific difficulties capable of limiting their participation on equal terms with other users, and to the people carrying children under 2 years old.
In case several users entitled to priority under this regime are in the same queue, assistance shall be provided on a first-come first-served basis. These rules shall not apply to services subject to prior booking, to hospitals, health facilities and units, where assistance is provided according to clinical assessment (such as medical screening), and to Registry Offices, when the priority might place someone in a position of advantage.
If these rules are disrespected, the presence of police authority may be requested and complaints may be submitted before the National Rehabilitation Institute or before the entity that oversees the service in question .
The failure to comply with these rules constitutes an administrative infraction, punished by a fine ranging from € 50 to € 500 or from €100 to €1000, whether committed by a natural person or a legal person.