Consumer protection office with citizens filing complaints

Procon is Brazil's best-known consumer protection agency, where citizens file complaints against companies and seek their rights.

About this subject

Procon (Consumer Protection and Defense Program) is a Brazilian public agency linked to state and municipal justice or consumer protection departments. Its main role is to mediate conflicts between consumers and suppliers, as well as to monitor abusive market practices. Created in the 1980s, Procon gained strength with the Consumer Protection Code (CDC), established by Law 8.078/1990, which sets basic rights such as clear information, protection against misleading advertising, and compensation for damages.

There are over 800 Procon units across all Brazilian states and many municipalities. In 2023, the online platform consumidor.gov.br registered more than 1.5 million complaints, with sectors like telecommunications, banking, and e-commerce leading the rankings. In-person service, as depicted in the image, is still widely sought by consumers who prefer direct guidance or lack digital access. During the COVID-19 pandemic, Procon also monitored price gouging on masks and hand sanitizer.

The complaint process at Procon is free and open to any individual or legal entity. Consumers must present documents such as invoices, contracts, and proof of prior contact with the company. The agency then notifies the supplier for a conciliation hearing. If no agreement is reached, Procon can impose fines based on the CDC, ranging from R$600 to R$11 million, depending on severity and company size. In 2022, fines applied by Procons totaled over R$1 billion.

Interestingly, the name “Procon” is short for “Consumer Protection and Defense,” but each state may have variations, such as Procon-SP, Procon-RJ, or Procon-DF. The agency also partners with the Public Prosecutor's Office and police to combat criminal practices like tied selling and abusive contract clauses. For consumers, filing a complaint with Procon is often the first step before going to court, especially in cases of improper charges or defective products.

Frequently Asked Questions

How do I file a complaint with Procon?

You can file in person at a Procon office, online at consumidor.gov.br, or via the Procon app. Bring documents such as invoices, contracts, and proof of contact with the company.

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

The average time is 15 to 30 days, depending on complexity and the company's availability for conciliation. Simple cases may be resolved in a single hearing.

Can Procon fine companies?

Yes, Procon can impose fines based on the Consumer Protection Code, ranging from R$600 to R$11 million, depending on the severity of the violation and the company's size.