Consumer protection office with citizens filing complaints

Procon is Brazil's consumer protection agency, where citizens file complaints against companies and services.

About this subject

Procon (Programa de Proteção e Defesa do Consumidor) is a Brazilian public agency linked to state and municipal governments, responsible for mediating conflicts between consumers and suppliers. Created in the 1980s, even before the Consumer Defense Code (CDC) of 1990, Procon acts in guidance, inspection, and application of fines in cases of non-compliance with consumer laws.

There are over 800 Procon units across Brazil. Key services include registering complaints, conducting conciliation hearings, and applying administrative sanctions. In 2023, the consumidor.gov.br platform, which integrates several Procons, recorded over 1.5 million complaints, with a resolution rate exceeding 80%.

In-person service at Procon offices usually requires prior appointment and documents such as ID, CPF, and proof of purchase. The most complained sectors are telephony, banks, credit cards, and health insurance. The image depicts the typical environment of a Procon unit at dusk, with citizens seeking their rights.

Interestingly, the name Procon is an abbreviation and not an official acronym, but it has become the most recognized brand of consumer protection in the country. In some states, the agency may also be called DECON (Diretoria de Defesa do Consumidor) or State PROCON, but the most popular nomenclature is Procon.

Frequently Asked Questions

What is Procon and what is it for?

Procon is Brazil's consumer protection agency. It serves to guide, inspect, and mediate conflicts between consumers and suppliers, applying fines when necessary.

How do I file a complaint with Procon?

You can file in person at a Procon unit, online at consumidor.gov.br, or via the app. You need your ID, CPF, and proof of purchase or service.

Which sectors receive the most complaints at Procon?

The sectors with the highest number of complaints are telephony, banks, credit cards, and health insurance, accounting for more than half of all registrations.