Brazil · Story · Regulation
Brazil's new consumer service regulations
Brazil has implemented new consumer service regulations requiring human interaction and service cancellation options across various sectors.
Running story — the local press covered it again on 2 November 2026.
The story so far as of 2 November 2026
On 13 October, the Brazilian government published a decree mandating new rules for consumer service centers, requiring human customer service from 8 a.m. to 8 p.m. daily. These changes, effective in 20 days, aimed to improve customer service experiences. On 2 November, the new rules came into effect, mandating human interaction during the specified hours, including weekends and holidays, for regulated sectors such as telecommunications, energy, aviation, and banking. Companies must also provide at least one digital channel operating 24 hours.
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Coverage, day by day
- Regulation
New SAC rules mandate human interaction
Impact Telecom, energy, and banking firms must adjust operations to comply with new SAC requirements.
- Regulation
New consumer service rules published
Impact Retailers and service providers must adapt to new consumer service regulations.
Sources: Extra ↗, O Globo ↗, Folha de S.Paulo ↗
Sources in this story
Sources: each headline links to the original article on the publisher's site.