Procon Pará ensures progress in consumer protection

On this Thursday, September 11, the Consumer Protection Code (CDC) celebrates 35 years since its approval. Established by Law No. 8.078/1990, the CDC is a fundamental reference in the relationship between suppliers and customers, creating guidelines and guarantees that promote transparency, quality, and safety in the provision of services to consumers.

One of the rules provided in the CDC is the protection of consumers against abusive practices, such as unjustified increases in fees. This was the case for Sheyla Almeida, a freelancer, who noticed that the bill for a service became more expensive without justification from the supplier. “I contacted the company, but I did not receive an explanation. Therefore, I sought Procon, which is now following the case. We have to fight for our rights,” she reports.

The Consumer Protection and Defense Directorate (Procon Pará), linked to the State Secretariat of Justice (Seju), is the agency responsible for planning, executing, and controlling matters related to the state policy of consumer protection and defense. The agency's work is based on the CDC and conducts approximately 1,500 monthly attendances, involving direct assistance to consumers, inspection activities, and the imposition of penalties on suppliers who violate the legislation.

Consumer service - “If the customer cannot resolve the issue with the supplier, they can file a complaint with Procon, initiating the formal procedure to seek a resolution,” explains Gareza Moraes, director of Procon Pará. From January to August of this year, there were 4,556 consumer complaints registered in Pará, most related to abusive practices and the right to information provided in the CDC.

Gareza Moraes emphasizes the need to contact the supplier to resolve the issue before going to Procon and to keep a record of that contact. “Service protocol number, exchanged messages, notifications received, any document that demonstrates the attempt to resolve the conflict.”

If you decide to seek Procon, it is important to bring all related documents, such as bills, contracts, notices, written messages, proof of payment, and proof of address. Depending on the case, the service department may contact the company directly to resolve the issue or request a response within a maximum of ten days.

After this period, if there is still no agreement, a conciliation hearing is scheduled. If the attempt is unsuccessful, the case is forwarded to the responsible department for analysis of any penalties if a violation of consumer rights is proven, ensuring the notified supplier the right to a defense and contradiction.

Inspection and educational actions - Procon Pará conducts inspections of establishments to observe compliance with consumer protection regulations. The inspections are carried out based on the planning done by the agency throughout the year and the complaints formalized by consumers, informing the location and reasons for the complaint.

The agency also promotes lectures and guidance actions for consumers, as well as events such as debt renegotiation campaigns and mobile service. Currently, Procon Pará is working on the implementation of a service center for issues of over-indebtedness, observing the most recent change in the CDC in 2021, which concerns prevention and treatment on the subject.

Service:

In Belém, the Procon headquarters operates from Monday to Thursday, from 8 am to 2 pm, at Rua Municipalidade, No. 1,636, corner with Travessa Soares Carneiro, in the Umarizal neighborhood. There is also service at the Cidadania Station (9 am to 2 pm), which operates in the Pátio Belém Shopping, on Travessa Padre Eutíquio, and at the Usinas da Paz in the neighborhoods of Cabanagem and Bengui (8 am to 2 pm). Contact email: [email protected]. More information about service on the website procon.pa.gov.br.