Brazil mandates human customer service under new SAC rules

The Brazilian government has issued Decree No. 13.135, establishing new regulations for Customer Service (SAC) that will take effect in 20 days. The rules apply to companies in sectors regulated by the federal government and digital financial institutions supervised by the Central Bank.

Key mandates include compulsory human assistance, free SAC services, and a limit of five menu levels. While artificial intelligence may be used for screening, distribution, and resolving standard queries, consumers must have the option for real-time human interaction between 8:00 and 20:00 daily. Electronic channels must operate 24/7.

Additional provisions require that if a call is disconnected, the company must return the contact within five minutes without requiring the customer to repeat information. Contract cancellations must be facilitated at any service level and processed immediately. For telephone service, 80% of demands must be answered within 20 seconds, with a maximum wait time of five minutes for others. Non-urgent complaints must be addressed within seven days, while improper charges require immediate suspension and resolution within 48 hours.