Consumer protection office with citizens filing complaints

Procon is Brazil's consumer protection agency where citizens file complaints against companies and services.

About this subject

Procon (Programa de Proteção e Defesa do Consumidor) is a Brazilian public agency part of the National Consumer Protection System. Created in the 1980s, before the Consumer Protection Code (Law 8.078/1990), Procon mediates conflicts between consumers and suppliers. Each Brazilian state has its own Procon, responsible for inspecting, guiding, and applying fines for violations of consumer law.

Procon offices handle a high volume of daily complaints, especially in telecommunications, banking, and health insurance. In 2023, Procon-SP received over 2.5 million complaints, with banks and phone operators being the most reported sectors. Service can be in person, by phone, or online, but in-person visits remain significant in many cities.

Filing a complaint at Procon is free and does not require a lawyer. Consumers must present documents such as invoices, contracts, and payment receipts. After registration, the agency notifies the company to respond, and conciliation hearings may be held. If no agreement is reached, Procon can impose administrative penalties, including fines based on the company's revenue and the severity of the violation.

Beyond individual cases, Procon conducts educational campaigns and inspections at commercial establishments, especially during seasonal events like Black Friday and Christmas. The agency plays a key role in balancing consumer relations, ensuring rights under the CDC, such as reversal of burden of proof and compensation for moral and material damages.

Frequently Asked Questions

How do I file a complaint with Procon?

You can file in person at a Procon office, through the official website, or by calling 151 (in some states). Bring documents such as invoices, contracts, and payment receipts.

How long does Procon take to resolve a complaint?

The average time is 30 to 60 days, depending on complexity and the company's response. Conciliation hearings may be scheduled within 15 days after registration.

What if the company does not attend the Procon hearing?

If the company fails to attend, Procon may impose a fine and the consumer can seek redress in court, using the incident as evidence.