Consumer protection office with citizens filing complaints

Procon is the Brazilian consumer protection agency where citizens file complaints against companies and services.

About this subject

Procon is the Brazilian consumer protection agency, linked to state and municipal governments, responsible for mediating conflicts between consumers and suppliers. Created in the 1980s, even before the Consumer Defense Code (CDC) of 1990, Procon provides guidance, inspection, and applies fines to companies that violate consumer rights. In 2023, state Procons handled over 3 million services, with most complaints involving telephony, banks, and health services.

In-person service, as shown in the image, remains common in many Brazilian cities, though digital channels (website, app, and phone) have grown. Citizens must bring personal documents, purchase receipts or contracts, and a detailed account of the problem. Procon then notifies the company, which has a deadline to respond. If no agreement is reached, the consumer can take the case to small claims court. The image depicts a typical waiting room with counters and information panels, often crowded during late afternoon peak hours.

An interesting fact: the name "Procon" is short for "Consumer Protection and Defense," but each state may have its own naming, such as Procon-SP, Procon-RJ, etc. The agency also organizes debt negotiation mutirões and educational campaigns in schools. Despite its popularity, Procon cannot enforce debts or order compensation, but it can fine companies up to R$ 13 million (updated in 2024) for CDC violations.

Frequently Asked Questions

What is needed to file a complaint with Procon?

Personal documents (ID, CPF), proof of purchase or contract, and a detailed account of the problem.

Does Procon resolve all types of complaints?

No. Procon mediates consumer disputes but does not handle criminal, labor, or social security cases.

How long does a company have to respond to a Procon notification?

Usually 10 business days, but it may vary by state and case complexity.