Consumer protection office with citizens filing complaints

In Brazil, Procon is the public agency responsible for mediating conflicts between consumers and suppliers, ensuring rights established in the Consumer Defense Code.

About this subject

Procon, short for Consumer Protection and Defense Program, is a public agency linked to the National Consumer Secretariat (Senacon) of the Ministry of Justice in Brazil. Each state has its own Procon, with municipal units in large cities. Established in the 1980s, the system gained strength with the enactment of the Consumer Defense Code (Law 8.078/1990), which sets basic rights such as clear information, protection against misleading advertising, and compensation for damages.

Every day, thousands of Brazilians turn to Procon to file complaints about defective products, unprovided services, undue charges, or breach of offers. The agency acts through conciliation hearings, notifications, and, in extreme cases, fines that can reach millions of reais. Data from the National Consumer Defense Information System (Sindec) shows that in 2022, over 2 million complaints were registered, with highlights in sectors such as telephony, banking, and e-commerce.

In-person service at Procon units is just one form of access. Currently, most states offer digital channels such as apps and online platforms, allowing consumers to file complaints from home. Nevertheless, in-person visits remain high, especially among people less familiar with technology. The agency also conducts educational activities in schools and communities, promoting conscious consumption.

A curious fact: Procon is not a court; its primary function is conciliatory. If no agreement is reached, the consumer can resort to the Small Claims Court. Procon's effectiveness depends on active society participation: the more complaints registered, the more data the agency has to monitor and punish abuses. Therefore, experts recommend that every Brazilian citizen know their rights and use Procon as the first step in consumer conflicts.

Frequently Asked Questions

How do I file a complaint with Procon?

You can file in person at a Procon unit, through your state's website or app, or by calling 151. You'll need personal documents, proof of address, and evidence of the complaint (receipts, contracts, chat screenshots).

How long does Procon take to resolve my complaint?

The average time is 15 to 30 business days, depending on complexity. The agency notifies the complained company, which has a deadline to present a defense. If conciliation occurs, the agreement is signed on the spot; otherwise, the case may be forwarded to other instances.

Can Procon fine companies?

Yes, Procon can impose administrative fines based on the Consumer Defense Code. The amount varies according to the severity of the violation, company size, and recurrence, potentially reaching millions of reais. The fine is collected into the Diffuse Rights Defense Fund.