Consumidor.gov.br is a Federal Government platform for mediation of conflicts between companies and consumers. Free of charge, the service facilitates the resolution of problems without bureaucracy and completely online. Despite having some similarities with Reclame Aqui, the platform stands out for being monitored by Procon and other consumer protection agencies. In the next lines, understand how Consumidor.gov.br works and clarify your main doubts about the site.
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What does Consumidor.gov.br? Visit the website for complaints Foto: Reproduo / Ana Letcia Loubak
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Consumidor.gov.br: what and how does it work?
Consumidor.gov.br is a public service aimed at buyers who want to file complaints against companies. Users can claim products and services directly with the brands, without the need for any intermediary.
It works like this: first the consumer registers on the website and checks if the company is registered in the system. Then, it submits the complaint and waits for the company's response, which has up to ten days to respond to the complaint. After the answer, the user must evaluate the positioning issued and classify the situation as resolved or not resolved. The deadline for the consumer to respond is up to 20 days.
During this period, there is also the possibility to negotiate with the supplier to reach a satisfactory agreement. From the button "Interact with the Supplier", which is at the end of the page, the customer has the chance to attach documents and complement the complaint with other data, if necessary.
To evaluate the response, just click Evaluate Supplier Response. It is worth mentioning that the consumer has only one chance to make the assessment, which closes the case in the system and prevents any other interactions with the company. In addition, if the user misses the 20-day period, the claim will be closed automatically.
Initiative of the National Consumer Secretariat (Senacon), the website Consumidor.gov.br confivel. Users can submit their personal data and documents without security concerns, as the site is monitored by Procons, in addition to Public Ministries, Public Defenders and other related bodies. It is worth mentioning, however, that the service offered at Consumidor.gov.br does not replace the service provided by these traditional channels.
More than 520 companies from different market segments are registered with Consumidor.gov.br. It is possible to find big names in e-commerce, such as Magazine Luiza, Americanas.com, Casas Bahia and Dafiti, in addition to banks, airline companies, supermarkets and water and electricity suppliers. The list also includes manufacturers of electronics, such as Apple, Samsung and LG.
Consumidor.gov.br: compare the reputation of two companies Foto: Reproduo / Ana Letcia Loubak
Before making a purchase, the consumer can research the company's reputation on the website. To do so, simply access the "Indicators" page, where you can check four types of information:
- Solution index: corresponds to the sum of all complaints divided by the total number of completed complaints;
- Satisfaction with the service: corresponds to the average of consumer satisfaction scores with the service provided by the company. This index considers only the complaints assessed by users (grades 1 to 5);
- Complaints answered: corresponds to the total number of complaints answered by the company, divided by the number of complaints completed (both assessed and unevaluated);
- Average response time: corresponds to the average time that the company takes to respond to a complaint.
The indicators are shown on a very clear and informative scale, so that it is easy to see if the purchase at that establishment carries too many risks or few. Still on the Indicators page, the user can compare two companies and assess, side by side, the degree of reliability of each one.
What are the differences between Consumidor.gov.br and Reclame Aqui?
Complain here and Consumidor.gov.br: although similar, services have significant differences Photo: Isabela Giantomaso / TechTudo
At first glance, Consumidor.gov.br may seem like a government version of the already established Reclame Aqui, but there are significant differences between them. First, the public service is monitored by Senacon and Procons. In addition, the platform only receives complaints from companies that voluntarily joined the initiative. When registering with Consumidor.gov.br, the brands sign a term committing themselves to know, analyze and invest all necessary efforts to solve the problems presented.
Process for opening a complaint at Consumidor.gov.br Photo: Reproduo / Consumidor.gov.br
The first step in opening a complaint at Consumidor.gov.br is to register on the platform. After creating an account, just access "My area" and click the "New complaint" button. Enter the name of the company against which you want to file a complaint and the other information requested. In the "Describe your complaint" field, explain the problem in as much detail as possible. If you have questions about how to write the text, click on "Complaint Templates" for help.
Finally, describe your order to the company and, if desired, add attachments to complement the claim. Review the data and, if everything is right, click "Confirm" to upload the complaint. Remember to keep the protocol number.
My problem was not solved. What to do?
Consumidor.gov.br does not allow the registration of more than one complaint with the same subject and against the same company, but makes an exception in cases where new facts arise. If the supplier failed to comply with an agreement, for example, it is possible to file a new complaint. When explaining the problem, remember to recover the situation and quote the protocol number of the previous complaint.
If the opening of a new complaint was not enough and you have already exhausted all attempts to solve the problem on the platform, the recommendation of Consumidor.gov.br look for traditional in-person service channels, such as Procon, Defensoria Pblica, Ministério Público , among other bodies of the National Consumer Protection System.
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