Consumer protection office with citizens filing complaints

Procon is the Brazilian consumer protection agency where citizens file complaints against companies.

About this subject

Procon (Programa de Proteção e Defesa do Consumidor) is a Brazilian consumer protection agency linked to the Public Prosecutor's Office or state government, present in all 26 states and the Federal District. Created in the 1990s, its actions are based on the Consumer Protection Code (Law 8.078/1990), which establishes basic rights such as clear information, protection against misleading advertising, and compensation for damages. In 2023, state Procons recorded over 2.5 million service calls, according to the National Consumer Secretariat (Senacon). The main sectors with complaints are telephony, banking, and financial services, which together account for about 60% of grievances.

In-person service, as depicted in the image, is still relevant, although Procon offers digital channels such as the website consumidor.gov.br and mobile apps. Many consumers seek the agency to resolve issues like incorrect charges, delayed product delivery, and breach of warranty. Procon can act as a mediator, facilitating agreements between consumer and company, or impose fines ranging from R$ 1,000 to R$ 11 million, depending on the severity and size of the violator.

A curiosity: the name Procon is an acronym, but in some states it has different names, such as DECON (Consumer Protection Department) in Ceará. The agency also conducts debt negotiation drives, such as the "Procon Fair," which in 2024 negotiated over R$ 200 million in debts. The image shows typical late afternoon movement, when many workers take advantage of extended hours to file complaints.

Frequently Asked Questions

What should I do before going to Procon?

Gather documents such as ID, CPF, proof of residence, and all records of the complaint (invoices, contracts, chat screenshots). Try to resolve directly with the company first; Procon is the second instance.

How long does it take for Procon to resolve a complaint?

The timeframe varies: conciliation hearings can occur within 15 to 30 days. More complex cases may take months. In 2023, the average resolution time was 45 days.

Can Procon fine the company?

Yes. Fines range from R$ 1,000 to R$ 11 million, calculated based on the company's revenue and the severity of the infraction. The amount goes to the Consumer Defense Fund.