Consumer protection office with citizens filing complaints

In Brazil, Procon is the consumer protection agency where citizens file complaints against suppliers of products and services.

About this subject

Procon, short for Programa de Proteção e Defesa do Consumidor, is a Brazilian public agency linked to the National Consumer Secretariat (Senacon) of the Ministry of Justice. Each state and many municipalities have their own Procons, which enforce consumer rights based on the Brazilian Consumer Protection Code (Law 8.078/1990). In 2023, Procons nationwide registered over 3.5 million complaints, according to the National Consumer Defense Information System (Sindec).

Citizens seek Procon mainly to resolve issues with telecommunications, banking, health insurance, and public services. Assistance is available in person, by phone, or online. At the service counter, the consumer fills out a form detailing the complaint, which is then analyzed by a technician. If a violation is found, the supplier is notified and given a deadline to respond. If no agreement is reached, the case may be forwarded to a small claims court.

Notably, Procon does not charge fees for filing complaints, and consumers can track progress through the agency's website. In 2024, the system was modernized with the Procon Digital platform, allowing online registration and WhatsApp notifications. Still, many people prefer in-person service, especially for complex cases or when facing technological barriers.

Procon also conducts educational campaigns and inspections at commercial establishments. During Black Friday, for instance, the agency intensifies monitoring of prices and misleading advertisements. In 2022, Procon-SP imposed over R$ 20 million in fines for irregularities in online sales. Procon's work is essential to balance the relationship between consumers and suppliers in Brazil.

Frequently Asked Questions

What is needed to file a complaint with Procon?

To file a complaint, the consumer must have personal documents (ID, CPF), proof of residence, and documents proving the consumer relationship, such as invoices, contracts, or chat screenshots.

Does Procon handle all types of complaints?

Procon deals with consumer issues, such as problems with products or services. It does not resolve disputes between individuals without a consumer relationship, nor labor or criminal matters.

How long does Procon take to respond to a complaint?

After registration, the supplier is notified and has up to 15 business days to respond. Procon then analyzes the response and schedules a conciliation hearing if needed. The process can take 30 to 90 days.