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Brazil consumer service regulation implementation

Updated 1 time since CLSTR started tracking revisions of this situation.

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2026-10-17 12:21 UTC → 2026-10-26 19:30 UTC · added removed

The Brazilian government has introduced Decree No. 13.135/2026, establishing new regulations for Customer Service (SAC) to improve accessibility and efficiency. These rules apply to sectors regulated by the federal administration and digital financial institutions supervised by the Central Bank. A central mandate of the decree is the compulsory provision of human assistance. While companies may use artificial intelligence for screening or standard queries, consumers must have access to real-time human interaction between 8:00 and 20:00 daily. daily, including weekends and holidays. Additionally, at least one electronic channel must operate 24/7, and immediate human assistance is required for urgent cases. Other key provisions include a limit of five levels for automated menu navigation and strict response times. For telephone services, companies must aim to answer 80% of calls within 20 seconds, with a maximum wait time of five minutes. If a call is disconnected, the company is required to return the contact within five minutes without requiring the customer to repeat information. Regarding financial and contractual matters, the decree mandates instant service for contract cancellations through the same channels used for sign-ups. Furthermore, complaints Complaints regarding improper charges or uncontracted services must be addressed within a 48-hour deadline. deadline, while non-urgent demands have a maximum seven-day response period. The regulations are set to take effect on November 2. Legal experts and organizations such as FecomercioSP note that obligations are concentrated on regulated sectors and digital platforms to mitigate excessive costs. The implementation timing is significant as it precedes Black Friday, a period that saw a 39.6% increase in consumer complaints in 2025.

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  1. 2026-10-26 19:30 UTC Brazil consumer service regulation implementation
  2. 2026-10-17 12:21 UTC Brazil consumer service regulation implementation

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