How can you file consumer complaints to National Consumer Secretariat (SENACON) in Brazil?

Consumer Affairs
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To file a consumer complaint against a company or about its products and services with the National Consumer Secretariat (SENACON) in Brazil, you can follow these guidelines and use the provided contact details of the consumer protection authority:

Mqke consumer complaints with National Consumer Secretariat in Brazil
Mqke consumer complaints with National Consumer Secretariat in Brazil1025×720 143 KB

Steps to file a complaint online on Consumidor.gov.br

  1. Visit the official website of the National Consumer Secretariat:

    • Visit the consumer portal: consumidor.gov.br.
    • Click on “Cadastrar” to register.
    • Provide your details, such as full name, CPF (Cadastro de Pessoas Físicas), email, and contact information.
    • Create a secure password and complete the registration.

  2. Log in to Your Account:

    • After registration, log in using your email and password.

  3. Start a New Complaint:

    • On the dashboard, select “Registrar Reclamação”.
    • Choose the company or service provider you wish to file a complaint against. You can search for the company by name.

  4. Fill in Complaint Details:

    • Enter all relevant details about your complaint in the online form. This includes a description of the issue, any steps already taken to resolve it, and any supporting documents (such as receipts, invoices, emails, etc.).
    • Be clear and concise, providing as much information as possible to facilitate a swift resolution.

  5. Submit the Complaint:

    • Review your complaint details to ensure accuracy.
    • Click on “Enviar Reclamação” to submit your complaint.

After submission, note down the reference/ticket number to track the status of your complaint through the “Minhas Reclamações” section in your account. You will receive updates and responses from the company, which will be visible in this section.

Companies are expected to respond within 10 days. You can communicate directly with the company through the portal to resolve this. If the company does not respond or you are unsatisfied with the resolution, you may escalate the matter further within the platform or contact local Procon offices of SENACON for additional support. They operate in conjunction with SENACON and can help escalate complaints if needed.

For more help, email your concerns to atendimento.consumidor@senacon.gov.br with supporting evidence.

Additionally, read the consumer rights, the complaint process, and frequently asked questions from the portal of SENACON to better understand your rights and the available support mechanisms.

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