Consumer protection office with citizens filing complaints

Image of a Procon, a Brazilian consumer protection agency, with citizens filing complaints and seeking their rights.

About this subject

Procon (Programa de Proteção e Defesa do Consumidor) is a Brazilian public agency, present in all states and many municipalities, that mediates conflicts between consumers and suppliers. Officially created in the 1980s, it gained strength with the Consumer Protection Code (CDC) of 1990, which establishes basic rights such as clear information, protection against misleading advertising, and guarantees for products and services. The image shows a typical day at a service station, where citizens of different profiles, workers, retirees, students, seek to resolve issues such as improper charges, product defects, or breach of contracts. The environment is usually organized with counters, numbered tickets, and forms, reflecting the bureaucracy needed to formally register demands. In 2023, the São Paulo Procon, the largest in the country, received over 1.5 million services, with the telecommunications, banking, and e-commerce sectors being the most complained about. The agency also offers digital channels, such as the website consumidor.gov.br, which makes it easier to file complaints from home. However, physical presence remains essential for those without internet access or who prefer face-to-face service, reinforcing Procon's role as a guardian of consumer rights in Brazil.

Frequently Asked Questions

What is Procon and what is its function?

Procon is a consumer protection agency that provides guidance, mediation, and oversight in consumer relations, helping citizens resolve issues with companies.

How can I file a complaint with Procon?

You can visit a physical service station, call 151, or access the website consumidor.gov.br, where you can file a complaint online.

What are the basic consumer rights in Brazil?

Rights include protection against misleading advertising, product warranties, clear information about services, and the possibility of canceling a purchase within 7 days (for off-premises sales).