Consumer protection office with citizens filing complaints

Procon is the Brazilian consumer protection agency where citizens file complaints against companies and seek their rights.

About this subject

Procon (Programa de Proteção e Defesa do Consumidor) is a Brazilian public agency linked to the National Consumer Secretariat (Senacon) of the Ministry of Justice. Officially established in 1990 with the Brazilian Consumer Protection Code (Law 8.078/90), Procon operates at state and municipal levels to mediate conflicts between consumers and suppliers. Each Brazilian state has its own Procon, such as Procon-SP, one of the busiest in the country, handling thousands of complaints per month.

Citizens can file complaints in person, by phone, or online regarding issues such as incorrect charges, defective products, unperformed services, and misleading advertising. The agency conducts conciliation hearings and, if no agreement is reached, can impose fines on companies based on the Consumer Protection Code. In 2023, Procon-SP recorded over 1.5 million calls, with telecommunications, banking, and e-commerce being the most complained about sectors.

Procon also maintains a registry of substantiated complaints, which serves as an indicator of company reputation. Consumers can consult this registry before hiring services. Additionally, the agency conducts educational campaigns and inspections of commercial establishments to ensure compliance with consumer laws. Procon's role is essential to balance the relationship between consumers and businesses, especially in a country with a high volume of consumer disputes.

Frequently Asked Questions

How do I file a complaint with Procon?

You can file in person at a Procon office, by phone 151 (for Procon-SP), or through your state's Procon website. You need documents such as ID, CPF, and proof of the complaint (invoices, contracts, etc.).

What are the most common consumer rights in Brazil?

Rights include: product or service with quality and safety; clear information on price and features; a legal warranty of 90 days for durable products; and the right of withdrawal for online purchases (7 days to cancel).

Can Procon solve all consumer problems?

Procon acts as a mediator and can impose fines, but it does not replace the courts. If no agreement is reached, the consumer can go to the Small Claims Court (Juizado Especial Cível) or regular courts.