The scenario of consumer relations in Brazil is about to undergo a relevant transformation with the processing of Bill (PL) nº 395/2025. The legislative proposal seeks to promote significant changes to the Consumer Protection Code (CDC), promising to redefine access and quality of service provided by companies.
Currently, the free Customer Service (SAC) is mandatory only for services regulated by federal agencies, such as: ANATEL (telecommunications), ANS (health plans), BACEN (banks, credit, cards and financial institutions), SUSEP (insurance and pensions), ANAC (civil aviation), ANTT (interstate transport), ANEEL (electricity) and ANA/competent ministries (some essential water and sanitation services).
In other words, retail, e-commerce companies and other services not federally regulated must have a customer service channel, but are not required to offer a free channel. Therefore, many suppliers limit free service to specific situations, which, in practice, creates difficulties and frustrates the search for appropriate solutions.
In this sense, the project, which intends to expressly include the right to direct communication with suppliers as a basic right, represents an important advance in closing these gaps and strengthening the consumer's position in the face of abusive practices. This is a measure that increases the effectiveness of service and reinforces the obligation of companies to guarantee accessible and free contact in all situations, such as questions, complaints, cancellations, information, among others.
Another highlight is the determination that all information about products and services — such as prices, composition and characteristics — is also made available in an accessible way to people with disabilities, ensuring inclusion and equal conditions in the exercise of consumer rights.
If approved, the impact will be significant. For the consumer, there will be greater security and easier communication, without the risk of additional costs to resolve everyday demands. For companies, there will be a need to adapt their service channels, under penalty of administrative and judicial liability in case of non-compliance.
Therefore, it is up to companies to monitor the next steps in the process until the eventual approval of the PL, as well as its future regulation, which may provide details on the proper functioning of the SAC — such as schedules, requirements for human versus automated service and other technical parameters. This way, they will be able to prepare for the new rules and avoid the risk of penalties.
*Nicoly Crepaldi Minchuerri, lawyer specializing in the civil area at Mazzucco & Mello Sociedade de Advogados.
*Leonardo Neri, lawyer, master in sports business in England and partner in the Technology, Media and Telecommunications (TMT) area at Mazzucco & Mello Sociedade de Advogados.
