Consumer protection office with citizens filing complaints

Procon is Brazil's most active consumer protection agency, where citizens file complaints against companies and seek conflict resolution.

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, apply fines, and monitor compliance with the Consumer Protection Code (Law 8.078/1990). Each state and many municipalities have their own Procons with administrative autonomy. In 2023, the national system recorded over 3.5 million service calls, with telecommunications, banking, and financial services topping the complaint list.

In-person service, as depicted in the image, takes place at physical units across the country. Citizens must bring documents such as ID, CPF, proof of residence, and invoices or contracts related to the issue. Procon then notifies the company, which has a deadline to respond. If no agreement is reached, the agency can initiate an administrative process, resulting in fines ranging from R$ 1,000 to R$ 11 million, depending on severity and company size.

A notable fact is that Procon cannot force companies to pay compensation for moral or material damages, that falls to the judiciary. However, its work is essential for quickly resolving everyday issues such as improper charges, delayed product delivery, or unfulfilled offers. Besides in-person service, online channels like consumidor.gov.br integrate multiple Procons and allow complaint submission via the internet.

Historically, Procon gained strength in the 1990s with the enactment of the Consumer Protection Code. Since then, it has become a reference in Latin America, serving as a model for countries like Argentina and Mexico. Despite criticism about delays in some cases, the agency remains the first stop for millions of Brazilians who feel wronged in consumer relations.

Frequently Asked Questions

What is needed to file a complaint with Procon?

Personal documents (ID, CPF, proof of residence) and evidence of the complaint, such as invoices, contracts, emails, or messages. Service is free.

How long does Procon take to resolve a complaint?

The average time is 15 to 30 days, depending on complexity and company response. Simple cases may be resolved within a week.

Can Procon impose fines on companies?

Yes, administrative fines ranging from R$ 1,000 to R$ 11 million, depending on the severity of the violation and the company's size.