On Oct. 13, BRZ SENACON reported update to rules governing Consumer Service.
BRZ SENACON reported publication of Decree 13.135/2026, updating Consumer Service (SAC) rules and implementing provisions of Consumer Defense Code (CDC).
Scope of Application
The framework applies to federally regulated suppliers and digital financial, payment, and credit services supervised by the BRZ CB.
Human Access and Service Channels
Companies must offer phone and at least one electronic service channel 24/7.
Human assistance must be available through both channels from 8:00 a.m. to 8:00 p.m., including weekends and holidays.
Use of Automation and Artificial Intelligence
Automated and AI tools may handle customer requests, but cannot replace or restrict access to real-time human assistance during required service hours.
Enhanced Service Standards
Consumers must reach a human agent within 20 seconds in 80% of calls, with all others handled within five minutes.
Dropped calls must be returned within five minutes.
Consumer-Friendly Service Requirements
Service menus are limited to five levels, and providers cannot require customer information before human assistance or redirect consumers to another channel.
Complaint Handling and Response Deadlines
Non-urgent requests must be resolved within seven calendar days, while urgent cases require priority treatment under criteria set by sector regulators.
Simplified Cancellation Procedures
Cancellation must be available at every menu level, including the first interaction. Products or services must be cancellable through the same channel used for purchase.
Immediate Effect of Cancellations
Cancellation requests must take effect immediately unless technical processing requires a delay.
Providers must also clearly disclose any applicable cancellation fees or charges.
Protections for Vulnerable Consumers
The decree provides priority service for older consumers and strengthens accessibility requirements for people with disabilities.
Oversight of Digital Platforms
Digital marketplaces, ride-hailing, and delivery platforms must report complaint, resolution, and satisfaction data to BRZ SENACON.
Regulatory Monitoring and Enforcement
BRZ SENACON may evaluate service models and implement measures to improve customer service across platform-based sectors.
Recordkeeping and Authority Access
Consumers may request service records free of charge within five business days.
Providers must retain service records for 90 days and maintain a channel for consumer-protection authorities.
Implementation Considerations
Covered companies should review customer-service, cancellation, accessibility, and record-retention requirements before implementation.
Digital platforms must also prepare to report complaint and service-quality data.
Revocation
Decree 13.135/2026 revoked Decree 11.034/2022.
Effectiveness
Decree 13.135/2026 will take effect 20 days after publication.
Regulators
BRZ SENACON
Entity Types
CNSM; Corp
Reference
PR, 10/13/2026; Decree 13.135, 10/9/2026
Functions
Complaints; Operations; Record Retention; Reporting; Technology
