Consumer protection office with citizens filing complaints

Procon is the Brazilian consumer protection agency where citizens file complaints against companies for defective products or services.

About this subject

Procon (Consumer Protection and Defense Program) is a Brazilian public agency present in all states and many municipalities, linked to justice or consumer protection departments. Its main role is to enforce the Consumer Defense Code (Law 8.078/90), one of the most advanced in the world, enacted in 1990. Procon mediates conflicts between consumers and suppliers, and can fine companies that violate consumer rights, such as false advertising, abusive charges, or defective products.

In Brazil, Procon is a benchmark for extrajudicial conflict resolution. In 2023, the agency handled over 2 million calls, with most complaints against phone operators, banks, and internet services. Consumers can file complaints in person, by phone, or online at consumidor.gov.br, which integrates various state Procons.

The Brazilian consumer protection system also includes entities like IDEC (Brazilian Institute for Consumer Defense) and the Department of Consumer Protection and Defense (DPDC) under the Ministry of Justice. Procon has inspection powers and can close establishments or recall dangerous products. It also runs educational campaigns on basic rights, such as the right to regret online purchases.

Fun fact: Brazil was one of the first countries to create a specific consumer defense code, influencing legislation across Latin America. Procon also partners with Procon-SP, the largest in the country, which in 2022 imposed over R$100 million in fines.

Frequently Asked Questions

How do I file a complaint with Procon?

You can register in person at a Procon office, by calling 151 (hotline), or online at consumidor.gov.br. You will need personal documents, the receipt, and details of the issue.

How long does Procon take to resolve a complaint?

The average time is 15 to 30 business days, depending on complexity and the company's response. Urgent cases, such as health risks, may be faster.

Can Procon fine companies?

Yes, Procon has the authority to impose fines based on the severity of the violation and the company's size, potentially reaching millions of reais.