Consumer protection office with citizens filing complaints

Citizens file complaints at Procon, a consumer protection agency that mediates conflicts between customers and companies in Brazil.

About this subject

Procon is a Brazilian public agency linked to state and municipal governments, responsible for protecting consumer rights. Its origins date back to the 1970s, even before the Consumer Defense Code (CDC) of 1990, which consolidated consumer legislation in the country. Currently, there are over 700 Procon units across Brazil, offering in-person, telephone, and online assistance.

When a citizen faces issues such as incorrect charges, defective products, or unperformed services, Procon serves as a channel for complaint and mediation. The process usually begins with registering the complaint, which can be done in person or online. The agency notifies the complained company, which has a deadline to present a defense. If no agreement is reached, the case may be forwarded to a small claims court or regular court.

Procon's actions are based on the CDC, which establishes basic rights such as clear information, protection against misleading advertising, and compensation for damages. Data from 2023 indicate that the most complained sectors are telecommunications, financial services, and e-commerce. Procon also carries out inspections and applies fines to companies that violate regulations, contributing to improved consumer relations.

An interesting aspect is that each state has its own Procon, with variations in procedures and efficiency. Some, like Procon-SP, are national references and maintain rankings of complaints against companies, helping consumers make more informed decisions. Despite infrastructure and staffing challenges, Procon remains an essential tool for balance in consumer relations in Brazil.

Frequently Asked Questions

What should I do if Procon does not resolve my problem?

If Procon cannot mediate, you can appeal to the Small Claims Court or regular court. You can also seek regulatory agencies such as Anatel (telecommunications) or the Central Bank (financial services).

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

The average time is 15 to 30 days for the company to respond. A conciliation hearing, if needed, may occur within 60 days. The total time depends on complexity and local legislation.

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

No. Procon is an administrative agency and service is free, without the need for a lawyer. However, in subsequent lawsuits, legal assistance may be necessary.