[CONSUMER LAW] CUSTOMER SERVICE RULES EDITED BY MINISTRY OF JUSTICE AND PUBLIC SECURITY NEW ORDINANCE

On April 2, 2020, the Ministry of Justice and Public Safety issued the Ordinance No. 156/2020 changing the rules for the operation of Customer Service (SACs) in the context of the COVID-19 pandemic.

The Ordinance suspends, for the period of 60 (sixty) days, the general 60-second time limit from the beginning of a call to get through one of SAC attendants, as well as the specific sectors rules set forth by the Ordinance No. 2014/2008,

The norm also states that it is necessary for companies to widely inform the public about the suspension and to take measures aiming at minimizing the impact if the service channels are shut off or suspended. This information must be kept prominently on the supplier’s website.

In parallel to the suspension, companies should offer alternative customer service channels, which must be easy to use during the suspension period in order to avoid health risks for SAC operators.

During the suspension period, companies must also send biweekly reports to the National Consumer Secretariat (“SENACON”), attesting to the provision of customer service. In case of regulated services, the report must be sent to the regulatory agencies.

The Ordinance also provides that SACs should preferably provide services through the consumidor.gov.br platform or other state PROCON systems during the suspension period.

Source: Official Gazette, Section 1, Edition 64, p. 64.