Consumer protection office with citizens filing complaints

Image of a Brazilian Procon office, with citizens filing complaints against companies and services.

About this subject

Procon is the Brazilian consumer protection agency, present in all states, linked to the Public Prosecutor's Office or state government. Its main role is to enforce the Consumer Protection Code (CDC), a federal law from 1990 that establishes basic rights such as information, protection against misleading advertising, and compensation for damages. In Brazil, Procon handles millions of cases annually, ranging from health insurance and telephone issues to online purchases and banking services.

Procon offices function as extrajudicial conciliation centers: the consumer files a complaint, the agency notifies the company, and attempts to reach a settlement. If no agreement is reached, the case can be forwarded to small claims courts. Besides in-person service, many Procons offer digital channels and apps, such as Procon SP and Procon RJ, allowing remote complaint registration.

An interesting fact: Brazil was one of the first countries to create a national consumer protection system, inspired by US and European models. Procon also conducts educational activities in schools and communities, and monitors compliance with rules such as correct pricing, product expiration dates, and service safety. In 2023, Procon São Paulo recorded over 400,000 services, with the telephone and financial services sectors being the most complained about.

Frequently Asked Questions

What is Procon and what is it for?

Procon is the Brazilian consumer protection agency, responsible for enforcing the Consumer Protection Code, mediating disputes between consumers and companies, monitoring abusive practices, and guiding the population about their rights.

How do I file a complaint with Procon?

You can file in person at a Procon office, through the website or app of your state, or by phone. You will need documents such as CPF, ID, and proof of purchase or service.

What are the most common rights guaranteed by Procon?

Rights such as clear information about products and services, protection against misleading advertising, product warranty, exchange of defective goods, and refunds for improper charges.