Brazil: Procon launches complaints website for online shoppers
21 Oct 2010
From today, consumers in Sao Paulo may raise their
complaints and requests online.
Consumers who have problems with purchases made over the Internet
will be able to lodge complaints online.
Procon-SP has launched this electronic service for consumers
in Sao Paulo who make online purchases to protect their rights.
According to the organisation, it is expected that the service be
extended to all claims involving any avenue of purchase.
A claim may be made directly on the Procon-SP wesbite. The new
method, created exclusively for those who shop online, is available
Steps to resolution
After examining a complaint, staff at Procon-SP then send a
message to the consumer, explaining his or her rights, and possibly
sending other documents and data.
Businesses will be informed of applicants' complaints through a
Preliminary Information Letter (CIP), sent electronically.
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If no resolution is found for the claim at this preliminary stage,
an administrative process is set up and the demand follows
traditional patterns (conciliation hearings).