Consumer protection office with citizens filing complaints

Procon is Brazil's consumer protection agency, where citizens file complaints against companies and seek resolutions for consumer issues.

About this subject

Procon, short for Programa de Proteção e Defesa do Consumidor, is a Brazilian public agency linked to state and municipal justice or consumer protection departments. Its main role is to mediate conflicts between consumers and suppliers, enforcing the Consumer Protection Code (Law 8.078/1990). Created in the 1990s, Procon operates nationwide, with units in all states and many cities. In 2023, the national system recorded over 2 million service calls, with telecommunications, banking, and health insurance sectors being the most complained about.

The complaint process at Procon is free and can be initiated in person, by phone, or online. Consumers must present documents such as contracts, invoices, and payment receipts. The agency then notifies the company to present a defense and attempts conciliation. If no agreement is reached, Procon can impose fines ranging from R$ 1,000 to R$ 10 million, depending on the severity and size of the company. In 2022, total fines exceeded R$ 500 million.

Beyond its punitive role, Procon also works on prevention, conducting educational campaigns and inspections at commercial establishments. An example is the "Fair Price" operation, which checks price accuracy and information in supermarkets and pharmacies. The agency also maintains a database of substantiated complaints, serving as a reference for consumers before hiring services.

Fun fact: the name Procon is a trademark of the São Paulo state government but has been adopted nationally. In some states, the agency may have different names, such as DECON (in Ceará) or PROCON-DF (in the Federal District). Despite variations, all follow the same guidelines of the National Consumer Protection System.

Frequently Asked Questions

What should I do before filing a complaint with Procon?

Gather all documents related to the issue, such as contracts, invoices, payment receipts, and records of contact with the company. Try to resolve directly with the supplier first; Procon is a second resort.

How long does Procon take to resolve a complaint?

The average time for the first conciliation hearing is 15 to 30 days. If no agreement is reached, the process can take months, depending on complexity and the company's willingness.

Can Procon force the company to refund me?

Yes, if an agreement is reached or if Procon imposes a fine and orders compensation. However, for large amounts, you may need to go to the Small Claims Court.