Consumer protection office with citizens filing complaints

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

About this subject

Procon (Programa de Proteção e Defesa do Consumidor) is a Brazilian public agency under the National Consumer Secretariat (Senacon) of the Ministry of Justice. Its main role is to guide, inspect, and mediate conflicts between consumers and suppliers of products and services. Each state and many municipalities have their own Procon offices, operating in a decentralized manner but following national guidelines based on the Consumer Defense Code (CDC), enacted by Law 8.078/1990.

Public service at Procon offices is free and can be done in person, by phone, or online. At the agencies, citizens are received by attendants who register formal complaints, called "notifications," which are sent to the complained companies. The agency then attempts conciliation between the parties; if no agreement is reached, the case can be forwarded to a small claims court or regular court. In 2023, Procon-SP, the largest in the country, recorded over 1.5 million services.

Procon's relevance grows especially during high-demand periods, such as after Black Friday or during economic crises, when complaints about defective products, improper charges, and unfulfilled offers increase. The agency also inspects establishments, applying fines and even closing locations that disrespect the CDC. Additionally, it maintains the Register of Substantiated Complaints, a public list of the most complained-about companies, serving as a reference for consumers.

A curiosity is that the name "Procon" is an abbreviation for "Consumer Protection and Defense," but the term has become so popular that it is used as a synonym for the agency itself, although each state may have specific names, such as Procon-DF or Procon-RJ. Despite digital advances, in-person service remains essential for many people, especially the elderly and residents of areas without internet access, reinforcing Procon's role as a gateway to citizenship.

Frequently Asked Questions

What to do when Procon does not resolve my complaint?

If conciliation at Procon fails, you can go to the Small Claims Court (Juizado Especial Cível) for amounts up to 40 minimum wages, or to regular court for larger amounts. You can also file a complaint at consumidor.gov.br or contact the public defender's office.

How long does Procon take to respond to a complaint?

The legal deadline for the company to respond to Procon's notification is 10 business days. After the response, Procon schedules a conciliation hearing within 15 days. The entire process usually takes 30 to 60 days.

Do I need a lawyer to file a complaint at Procon?

No. Procon's service is free and does not require a lawyer. The agency acts as a mediator. If the case goes to court, you may need to hire a lawyer or seek the public defender's office, depending on the amount in dispute.