Consumer protection office with citizens filing complaints

Procon is Brazil's consumer protection agency where citizens file complaints against companies and seek resolutions for consumer issues.

About this subject

Procon (Programa de Proteção e Defesa do Consumidor) is a Brazilian public agency under the National Consumer Secretariat (Senacon) of the Ministry of Justice. Its main role is to mediate conflicts between consumers and suppliers, enforce compliance with the Consumer Protection Code (CDC), and apply administrative penalties. Each state has its own Procon, with municipal units in large cities. In 2023, Brazilian Procons handled over 4 million services, with telecommunications, banking, and financial services being the most complained-about sectors. The agency offers in-person, telephone, and online channels for filing complaints and conducts negotiation task forces to facilitate agreements. Procon also maintains a registry of substantiated complaints, which serves as a reference for consumers before hiring services. Procon's work is crucial to balance consumer relations, especially in a country with significant information asymmetry between companies and citizens.

Frequently Asked Questions

What is Procon and what is its function?

Procon is Brazil's consumer protection agency, responsible for guiding, inspecting, and mediating conflicts between consumers and suppliers, based on the Consumer Protection Code.

How do I file a complaint with Procon?

You can file in person at a Procon unit, by calling 151, or through your state's Procon website. You need documents such as ID, CPF, and proof of the complaint.

Which sectors have the most complaints at Procon?

The sectors with the highest number of complaints are telecommunications, banking, and financial services, followed by health plans and e-commerce.