Consumer protection office with citizens filing complaints

Citizens file complaints at a Procon service desk, Brazil's consumer protection agency.

About this subject

Procon is a state or municipal consumer protection agency present throughout Brazil, part of the National Consumer Protection System. Its main role is to enforce the Brazilian Consumer Protection Code (Law 8.078/1990), handling complaints, providing guidance, and inspecting suppliers. In 2023, Brazilian Procons recorded over 2.5 million service calls, with major issues involving telephony, credit cards, and financial services. In-person service at offices like the one pictured is one access channel, alongside online and phone options. Many units operate in partnership with city and state governments, ensuring reach even in smaller towns. Procon services are free and do not require a lawyer, making them a key tool for citizenship and balance in consumer relations. The image shows a typical late afternoon scene, when demand is high, as citizens seek resolution for issues ranging from incorrect charges to problems with products or services.

Frequently Asked Questions

What is Procon and what does it do?

Procon is a Brazilian consumer protection agency that enforces the Consumer Protection Code. It handles complaints, offers guidance, and inspects suppliers, helping resolve consumer disputes without the need for a lawyer.

How can I file a complaint with Procon?

You can file a complaint in person at a Procon office, through the state's website or app, or via the platform consumidor.gov.br. You will need your ID, CPF, and proof of purchase or service.

What are the most common types of complaints handled by Procon?

The most frequent complaints involve telephony, credit cards, financial services, health plans, defective products, and incorrect charges. Procon also provides guidance on online purchases and contracts.