The Protector of the Consumer

The customer’s always right, right? In the US, most businesses follow this mantra. Whether it’s a satisfaction guarantee or a no questions asked return policy, companies are looking to please. They want consumers to be happy, spread the word to their friends, and come back to spend more.

Yet Brazil doesn’t necessarily follow these same principles. Just visit Reclame Aqui, a site where consumers can file online complaints, and you’ll see what we’re talking about.

To help consumers, São Paulo started PROCON (Programa de Proteção e Defesa do Consumidor). It’s a consumer protection agency that now exists in every state in Brazil. It’s been so successful that some cities even have their own branches.

So how does it work?

Imagine you have a complaint against a store, but you don’t want to go to court. The dispute might be too small that it’s just not worth the time or the cost. So instead you file with PROCON. The agency will contact the store (or service provider) and help facilitate an agreement. If no agreement is reached, you’ll still have the opportunity to file a suit should you wish. 

PROCON also acts proactively when it hears of businesses that are taking advantage of consumers. For example, when prices at a local grocery store are much higher than usual, the agency can supervise the conduct and issue fines if necessary.

In addition to mediating disputes, PROCON now has programs to educate consumers and help them spend wisely.

It’s an option worth exploring if you ever find yourself in a dispute.