Consumer protection office with citizens filing complaints

At the Procon, citizens file complaints against companies, exercising their consumer rights in a formal and bureaucratic setting.

About this subject

Procon is the Brazilian consumer protection agency present throughout the country, part of the National Consumer Protection System. Created in the 1980s, even before the Consumer Protection Code (CDC) of 1990, it works to protect citizens' rights in consumer relations. Each state and many municipalities have their own Procons, which function as service, mediation, and inspection channels.

Procon's main service is complaint registration. When a consumer feels wronged by a company, they can go to a physical unit or use online channels to file a complaint. The agency then notifies the company, which has a deadline to respond. If no agreement is reached, the case may be forwarded to Small Claims Courts. In 2023, Procon-SP, for example, recorded over 1.5 million service calls, with emphasis on problems with telephony, banks, and essential services.

In addition to individual service, Procon carries out educational activities and inspections. It can impose fines based on the CDC, which vary according to the severity of the infraction and the size of the company. In cases of repeated non-compliance, the agency can shut down establishments or suspend product sales. Procon also maintains a registry of substantiated complaints, which serves as a gauge of service quality in the Brazilian market.

To file a complaint, the consumer must bring personal documents, proof of purchase or contract, and a detailed account of the problem. Service is free and can be provided to the elderly, illiterate, or people with disabilities with the help of trained staff. In many cities, Procon also offers services such as checking complaints against companies and issuing consumer background certificates.

Frequently Asked Questions

What is Procon and what is its main function?

Procon is the Brazilian consumer protection agency, responsible for receiving complaints, mediating conflicts between consumers and companies, monitoring compliance with the Consumer Protection Code, and imposing fines when necessary.

What documents are needed to file a complaint at Procon?

You need to bring an ID (RG or CPF), proof of address, and documents proving the consumer relationship, such as an invoice, contract, or payment receipt. A detailed account of the problem is also important.

Can Procon resolve any type of consumer problem?

Procon handles consumer relations, such as defective purchases, improper charges, poor services, and misleading advertising. However, it does not resolve labor, social security, or criminal issues, which must be handled by other agencies.