Consumer protection office with citizens filing complaints

Procon is the Brazilian consumer protection agency where citizens file complaints against companies and seek solutions for consumer disputes.

About this subject

Procon (Consumer Protection and Defense Program) is a Brazilian public agency linked to state and municipal justice or consumer protection departments. Its main role is to mediate conflicts between consumers and suppliers, enforcing the Consumer Defense Code (CDC), established by Law 8.078/1990. The CDC is considered one of the most advanced in the world, guaranteeing rights such as protection against misleading advertising, legal warranty for products and services, and the right of withdrawal for purchases made outside a physical store.

Procon offices provide in-person, telephone, and online services, registering complaints that may lead to notifications, fines, or out-of-court settlements. In 2023, the national system recorded over 4 million attendances, with highlights for issues involving telephony, banks, and health insurance plans. Each Procon unit operates independently but follows national guidelines from the National Consumer Secretariat (Senacon).

An important fact is that Procon cannot force companies to pay compensation, but it can impose administrative fines ranging from R$1,000 to R$11 million, depending on the severity and size of the company. For moral or material damages, consumers must resort to the Judiciary, but Procon can provide evidence and technical opinions that facilitate the process.

The environment depicted in the image reflects the routine of thousands of Brazilians seeking their rights. Often, queues and waiting times are long, especially during economic crises or after major events like Black Friday. The digitalization of services has reduced the need for travel, but in-person assistance remains essential for people with low digital inclusion or complex cases.

Frequently Asked Questions

What is Procon and what is it for?

Procon is the Brazilian consumer protection agency, responsible for receiving complaints, mediating conflicts, and imposing administrative fines based on the Consumer Defense Code.

How do I file a complaint with Procon?

You can file in person at a Procon office, by phone 151 (in some states), or online at consumidor.gov.br, which is the official conflict resolution platform.

Can Procon compensate me for a problem with a company?

Not directly. Procon can fine the company and seek a settlement, but compensation for moral or material damages must be requested in court, with the help of evidence obtained by Procon.