Consumer protection office with citizens filing complaints

Citizens file complaints at a Procon office, the Brazilian consumer protection agency, during business hours.

About this subject

Procon, short for Consumer Protection and Defense Program, is a Brazilian public agency present in all states and many municipalities. Its main role is to mediate conflicts between consumers and suppliers, enforcing the Consumer Protection Code (CDC), established by Law No. 8.078 of 1990. Procon offices provide in-person assistance to citizens seeking to resolve issues such as incorrect charges, product defects, breach of offers, and poor services. In 2023, the national system recorded over 4 million calls, with telecommunications, banking, and e-commerce being the most demanded sectors.

The complaint process typically begins with the consumer presenting documents such as invoices, contracts, and proof of attempts to contact the supplier. Procon then notifies the company, which has a deadline to present a defense. If an agreement is not reached, an administrative process may be initiated, with possible fines. In many cases, the mere notification resolves the issue, as companies prefer to avoid penalties. Response speed varies depending on demand and each unit's structure, but the law establishes maximum deadlines for replies.

Procon's creation is linked to the consumer protection movement that gained momentum in Brazil in the 1980s, culminating in the inclusion of consumer rights in the 1988 Constitution. Today, besides in-person service, many Procons offer digital channels such as apps and online platforms for filing complaints. The agency also inspects commercial establishments and educates consumers through booklets and lectures. Procon's effectiveness is internationally recognized, serving as a model for other Latin American countries.

Frequently Asked Questions

What documents are needed to file a complaint with Procon?

Typically, you need an ID, CPF, proof of address, invoice or contract for the product/service, and records of attempts to contact the supplier (emails, protocols, etc.).

Does Procon handle all types of consumer complaints?

Yes, as long as they fall under the Consumer Protection Code. Common issues include incorrect charges, defective products, undelivered services, and breach of offers.

How long does Procon take to resolve a complaint?

There is no fixed deadline, but the notified company usually has 10 to 15 days to respond. Resolution can take weeks, depending on complexity and cooperation between parties.