Consumer protection office with citizens filing complaints

Procon is Brazil's consumer protection agency, where citizens file complaints against companies for unfair practices.

About this subject

Procon, short for Consumer Protection and Defense Program, is a Brazilian public agency linked to the National Consumer Secretariat (Senacon). Its main role is to mediate conflicts between consumers and suppliers, enforcing the Consumer Protection Code (CDC), established by Law 8.078/1990. In 2023, Procon recorded over 2 million complaints nationwide, with highlights in telephony, banking, and internet services.

Citizens can file complaints in person, by phone, or online, providing documents such as invoices and contracts. The agency notifies the company, which has a deadline to present a defense. If no agreement is reached, Procon can impose fines ranging from R$ 700 to R$ 11 million, depending on severity and company size. In 2024, the average fine amount was R$ 8,500.

Procon's service is free and available in all Brazilian states, with fixed and mobile units. In cities like São Paulo, the agency holds conciliation mutirões that resolve up to 60% of cases on the same day. Additionally, Procon maintains a register of substantiated complaints, influencing companies' market reputation.

A curiosity: Brazil was one of the first countries to have a specific consumer protection law, inspired by European and American models. The Brazilian CDC is considered one of the most advanced in the world, allowing reversal of burden of proof and joint liability in the supply chain.

Frequently Asked Questions

What documents are needed to file a complaint with Procon?

To file a complaint, you need documents such as invoice, contract, payment receipt, and any other record of the consumer relationship, plus personal identification (ID and CPF).

How long does Procon take to respond to a complaint?

After registration, the company is notified and has up to 15 business days to respond. Procon then schedules a conciliation hearing, usually within 30 days.

Can Procon handle issues with companies from other states?

Yes, Procon operates nationwide. The complaint can be filed at the agency in the consumer's state, which will forward the case to the Procon in the company's headquarters if needed.