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, short for Consumer Protection and Defense Program, is a Brazilian public agency present in all states and many municipalities. Its main role is to mediate conflicts between consumers and suppliers, enforcing the Consumer Protection Code (Law 8.078/1990). In 2023, the national system recorded over 4 million complaints, with telecommunications, banking, and e-commerce being the most demanded sectors.

In-person service, as depicted in the image, remains common, although digital platforms like consumidor.gov.br have been growing. Each Procon unit has autonomy to hold conciliation hearings, inspect establishments, and impose fines that can reach up to R$13 million in cases of repeat offenses. The first Procon was founded in 1976 in São Paulo, inspired by North American and European consumer protection models.

A relevant fact: Brazil was one of the first Latin American countries to have a modern consumer code. Procon also works on preventive education, distributing booklets and giving lectures in schools and communities. During the COVID-19 pandemic, the agency intensified efforts against abusive price increases for masks and hand sanitizer, demonstrating its relevance in crises.

In addition to individual service, Procon can file class actions against companies that harm a large number of consumers. The agency also maintains a database of substantiated complaints, which serves as a reference for corporate reputation. To file a complaint, consumers must bring personal documents, purchase receipts, and a detailed description of the problem.

Frequently Asked Questions

What is Procon and what is it for?

Procon is a Brazilian public consumer protection agency that mediates conflicts between consumers and suppliers, enforcing the Consumer Protection Code. It serves to guarantee rights such as product exchange, contract cancellation, and damage compensation.

How do I file a complaint with Procon?

You can file in person at a Procon office, bringing personal documents and purchase receipts, or online at consumidor.gov.br. The service is free.

What are the most common consumer rights invoked at Procon?

The main rights include: defective product (exchange or refund), improper charge (double refund), breach of offer, and services not rendered. The Consumer Protection Code safeguards against abusive practices.