Consumer protection office with citizens filing complaints

Citizens file complaints at Procon, the Brazilian consumer protection agency, during a morning service session.

About this subject

Procon is the Brazilian consumer protection agency present in all states, linked to the Ministry of Justice and Public Security. Created in the 1980s, before the Consumer Defense Code (CDC) of 1990, Procon mediates conflicts between consumers and suppliers, monitors abusive practices, and applies fines. In 2023, state Procons recorded over 4 million service calls, with telecommunications, banks, and health plans leading complaints.

In-person service, as depicted in the image, usually occurs in the morning when units open for guidance and complaint registration. Consumers must bring personal documents, purchase receipts or contracts, and a detailed account of the issue. Procon attempts conciliation with the company; if no agreement is reached, the case may be forwarded to small claims courts. In 2022, Procons across Brazil achieved a resolution rate of around 75%, according to the National Consumer Secretariat.

Besides in-person service, Procon offers online and phone channels, such as the "Procon SP" app and the 151 hotline in São Paulo. The image captures typical morning activity: citizens organizing documents and waiting for service. The environment reflects the seriousness of public service: counters, ticket numbers, information panels, and trained staff handling cases from improper charges to defective products.

A relevant fact: Brazil has over 800 municipal and state Procons, forming the largest consumer protection network in Latin America. Despite advances, the agency faces challenges like overcrowding and lack of resources in some regions. The image documents this everyday reality, where consumer rights materialize in lines and forms.

Frequently Asked Questions

What is needed to file a complaint with Procon?

Personal documents (ID and CPF), proof of purchase or contract, and a detailed account of the issue. For services, records of contact attempts with the company are useful.

How long does Procon take to resolve a complaint?

The average time is 15 to 30 days for the first conciliation hearing, but it depends on the case complexity and the agency's schedule.

Can Procon fine companies?

Yes, Procon can impose administrative fines, which vary according to the severity of the violation and the company's size, potentially exceeding R$ 10 million.