Consumer protection office with citizens filing complaints

Consumer protection office: citizens file complaints against companies during a conciliation mutirão.

About this subject

Procon is a consumer protection agency present in all Brazilian states, linked to the Ministry of Justice and Public Security. Its main role is to mediate conflicts between consumers and suppliers, enforcing the Consumer Protection Code (Law 8.078/90). In conciliation mutirões, as depicted, citizens seek to resolve issues such as improper charges, delayed product delivery, or unperformed services. These events often occur in partnership with courts and public defenders' offices, and have high settlement rates, often exceeding 60%. The image captures the moment when an attendant analyzes documents and guides the consumer on next steps, which may include opening an administrative process or referral to a small claims court. Procon also monitors companies, imposing fines and even shutdowns in cases of repeat violations. In Brazil, the agency received over 4 million complaints in 2023, according to data from the National Consumer Secretariat (Senacon).

Frequently Asked Questions

What is Procon and how does it work?

Procon is a public consumer protection agency that mediates conflicts between consumers and companies. It operates under the Consumer Protection Code, offering channels such as in-person, telephone, and online service for filing complaints.

What types of complaints can be filed with Procon?

Any issue related to consumer relations, such as improper charges, product defects, breach of offer, delayed delivery, unperformed services, among others. Procon does not handle labor or criminal matters.

What is the difference between Procon and the Small Claims Court?

Procon conducts administrative mediation, seeking an agreement between the parties at no cost. The Small Claims Court (Juizado Especial Cível) judges cases up to 40 minimum wages and can make judicial decisions, but requires a lawyer for claims above 20 minimum wages.