Consumer protection office with citizens filing complaints

Citizens file complaints at a Procon office, Brazil's consumer protection agency, during morning business hours.

About this subject

Procon is a Brazilian public agency linked to the National Consumer Protection System, created to enforce the Consumer Protection Code (Law 8.078/1990). Its activities range from consumer guidance to supplier inspection and fine application. State and municipal Procons serve as direct channels for complaints about products and services such as telephony, health plans, banking, and e-commerce.

In 2023, Procons across Brazil recorded over 3 million service calls, according to the National Consumer Secretariat (Senacon). The morning period is usually the busiest, as many consumers seek to resolve issues before work. Services can be provided in person, by phone, or through the online platform consumidor.gov.br.

An important fact is that Procon is not a court. It acts as a mediator, attempting to resolve conflicts between consumers and suppliers out of court. If no agreement is reached, the consumer can turn to the Small Claims Court. The agency also holds negotiation mutirões (mass events), such as "Procon Conciliar", which in 2024 negotiated over 500,000 debts nationwide.

Procon's structure varies by state. In São Paulo, for example, Procon-SP is a national reference and maintains fixed posts and mobile units. Morning service usually runs from 8 a.m. to 12 p.m., with ticket distribution. To expedite, it is recommended to bring personal documents, contracts, and receipts related to the complaint.

Frequently Asked Questions

What documents are needed to file a complaint at Procon?

Bring your ID, CPF, proof of address, and all documents related to the issue (contract, receipts, payment proofs, service protocols).

Can Procon resolve all types of consumer complaints?

Procon handles cases of violation of the Consumer Protection Code, such as defective products, undelivered services, or improper charges. It does not resolve contractual issues unrelated to the CDC.

How long does it take for Procon to respond to a complaint?

The average response time is 15 to 30 days, depending on complexity and the supplier's willingness to negotiate. During mutirões, responses can be immediate.