Brazil implements new consumer service regulations

Brazil has introduced new regulations for Customer Service (SAC) via Decree No. 13.135/2026, aimed at making consumer support more efficient and accessible. The rules apply to sectors regulated by the federal administration and digital financial institutions supervised by the Central Bank.

A key requirement is the mandatory provision of human assistance, even when companies utilize artificial intelligence or automated systems. Human support must be available from 8:00 AM to 8:00 PM daily via telephone and electronic channels, while at least one electronic channel must operate 24/7. In urgent cases, immediate human assistance is required at any time.

Other significant changes include: - A limit of five levels for automated menu navigation. - A requirement for companies to return calls within five minutes if a connection is interrupted. - Prohibitions on requiring customers to repeat information already provided. - Mandatory instant service for contract cancellations using the same channels used for initial sign-ups. - A 48-hour deadline for addressing complaints regarding improper charges or uncontracted services. - Limits on telephone wait times, targeting a maximum of 20 seconds for 80% of calls.