Consumer protection office with citizens filing complaints

At the Procon, citizens file complaints about products and services, ensuring consumer rights in Brazil.

About this subject

Procon is Brazil's consumer protection and defense agency, present in all states and the Federal District. Its origins date back to the 1970s, before the Consumer Defense Code (CDC), established by Law 8.078/1990. Procon mediates conflicts between consumers and suppliers, monitors abusive practices, and imposes fines. In 2023, Brazilian Procons handled over 2.5 million cases, with highlights on complaints about telephony, financial services, and electronics.

In-person service, as depicted in the image, is a key access point, especially for consumers who prefer direct contact. The consumer must bring ID, purchase receipts, and a detailed problem description. Procon then notifies the company, which has a deadline to respond. If no agreement is reached, an administrative process may lead to fines ranging from R$ 800 to R$ 11 million, depending on severity and company size.

Besides in-person service, Procons offer online and phone channels. The website consumidor.gov.br, a public conflict resolution platform, integrates Procons, Anatel, and other regulatory agencies. In 2022, the platform resolved over 80% of complaints within an average of 7 days. Procon also conducts educational activities, such as lectures and brochures, to raise awareness about basic rights: legal warranty, product exchange for defects, and service cancellation.

The close-up image with twilight lighting suggests a late-day or evening work environment, a time when many workers seek assistance. Procon is a fundamental right for Brazilian citizens, essential for balancing consumer relations and curbing abuses like false advertising, improper charges, and unfulfilled offers.

Frequently Asked Questions

What documents should I bring to Procon to file a complaint?

Bring a photo ID, CPF, proof of address, and all purchase or contract receipts (invoice, boleto, signed contract). Also helpful are records of attempts to contact the company.

How long does Procon take to resolve a complaint?

The average deadline for the company to respond is 15 days. After the response, Procon attempts conciliation. If no agreement is reached, the administrative process may take months. On consumidor.gov.br, the average resolution time is 7 days.

Can Procon fine companies? What is the maximum amount?

Yes, Procon can impose fines based on the company's revenue. The amount ranges from R$ 800 to R$ 11 million, depending on the severity of the violation and the size of the supplier, as per the Consumer Defense Code.