National legislation defines specific rules for priority assistance, with the aim of ensuring that certain groups of people are served preferentially in different situations. Decree-Law No. 58/2016, of August 29, regulates this right, guaranteeing priority to people with disabilities, the elderly, pregnant women and those accompanied by infants.
By law, all entities that offer face-to-face services to the public, whether public or private, are obliged to provide priority service. However, there are exceptions. Entities such as health service providers, notary offices and services that operate by prior appointment are exempt from this obligation. In the case of health services, priority is determined by assessing the individual’s health status, while in registry offices, priority can only be granted if it does not harm the rights of other citizens.
With regard to individuals who are entitled to priority assistance, the law specifies that people with disabilities or disabilities (with a degree of disability equal to or greater than 60%) have priority, as long as they present limitations in carrying out activities under equal conditions with the others. Elderly people (aged 65 or over) also have the right to be treated first, especially if they have physical or mental limitations. Pregnant women and people accompanied by children up to two years old also have the right to go to the front of the queues, upon request.
The operation of the priority service system requires that those entitled to priority request passage ahead, and may be asked for an identification document or a certificate proving their condition. In cases where service is provided using passwords, preference must be given to the person entitled to priority, regardless of their password number. If there are several people entitled to priority, it must be given in the order of arrival.
According to her, if priority is refused, the person has the right to file a complaint with the competent authorities, such as the National Institute of Rehabilitation (INR) or the regulatory body for the sector in question. The complaint can be made in writing, through the complaints book, and the violating entity can be subject to a fine. According to the Food and Economic Security Authority (ASAE), fines can vary between 50 and 500 euros for natural persons and between 100 and 1,000 euros for legal entities.
The priority care law aims to ensure that everyone has equal access to services, with special consideration for the most vulnerable groups. However, for the system to function correctly, it is essential that people involved in providing services are aware of customers’ rights and comply with established standards. In cases of violation, citizens can resort to legal mechanisms to guarantee their rights.
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