Consumer protection office with citizens filing complaints

Citizens file complaints at a Procon service desk, the Brazilian consumer protection agency, during the late afternoon.

About this subject

Procon is the Brazilian consumer protection agency, operating in all states and the Federal District. Its main role is to mediate conflicts between consumers and suppliers, enforcing the Consumer Protection Code (CDC), established by Law No. 8.078/1990. Service desks, like the one depicted, handle complaints about defective products, undelivered services, improper charges, and other abusive practices.

In 2023, the National Consumer Protection Information System (Sindec) recorded over 2.5 million consultations. The sectors with the highest number of complaints were telephony (landline, mobile, and internet), banks, and financial services. Procon acts administratively, holding conciliation hearings and imposing fines on companies that violate the CDC. In-person service remains one of the most traditional channels, though digital channels such as consumidor.gov.br are also available.

The physical layout of a Procon office typically includes service counters, conciliation rooms, and waiting areas. Operating hours are usually from 9 a.m. to 5 p.m., but vary by municipality. On busy days, such as after holidays or during seasonal campaigns, waiting lines can be long. The image captures a typical late-afternoon moment when many workers seek to resolve issues after their workday.

Interestingly, the name Procon is an abbreviation for Consumer Protection and Defense Program, first created in São Paulo in 1978, before the CDC. This model inspired other states and the creation of the Consumer Protection and Defense Department (DPDC) at the federal level. Today, Procon is a reference in Latin America and is frequently consulted by similar agencies from other countries.

Frequently Asked Questions

What is Procon and what is its main function?

Procon is the Brazilian consumer protection agency, responsible for mediating conflicts between consumers and suppliers, enforcing the Consumer Protection Code, and guiding the public about their rights.

What are the service channels of Procon?

Procon offers in-person service at fixed and mobile offices, telephone channels (such as 151 in some states), and digital platforms like the website consumidor.gov.br and apps.

How do I file a complaint with Procon?

You can visit a service desk with your ID, purchase or service receipts, and details of the complaint. You can also file online via consumidor.gov.br.