Consumer protection office with citizens filing complaints

Procon, the Brazilian consumer protection agency, receives citizens for complaint filing and legal guidance on a business day.

About this subject

Procon is a Brazilian state and municipal consumer protection agency, present across the country. Its main role is to mediate conflicts between consumers and suppliers, impose fines, and enforce the Consumer Defense Code (CDC), established by Law 8.078 of 1990. In 2023, Procon-SP recorded over 1.8 million services, with telecommunications, banking, and health insurance being the most complained-about sectors. In-person assistance, as depicted, is crucial for the elderly and those with limited digital literacy, who prefer direct contact with staff. Many units offer services such as calculating abusive installment plans, contract guidance, and referrals to Small Claims Courts. The environment is typically sober, with counters and ticket systems to organize the flow of citizens seeking their rights.

Frequently Asked Questions

What documents are needed to file a complaint with Procon?

Generally, you need to bring your ID, CPF, proof of residence, and documents proving the consumer relationship, such as invoices, contracts, and service protocols from the company.

Can Procon resolve any type of consumer problem?

Procon handles civil consumer issues, such as improper charges, product defects, and breach of offer. It does not handle criminal matters or very high-value claims; in such cases, it guides consumers to seek the courts.

How long does Procon take to respond to a complaint?

After registration, the company is notified and has 10 to 15 days to present a defense. Procon then schedules a conciliation hearing, which can occur within 30 days.