Decree number 11,034/2022 has come into force, establishing new rules to be followed by service providers regulated by the Federal Executive Branch, including Financial Institutions and authorized Payment Institutions, about Customer Service - SAC.
Among the main changes, we highlight:
- Guaranteed uninterrupted access to the SAC through at least one of the available service channels;
- Availability to answer the phone for at least 8 hours a day and with human attendance;
- Initial access to the SAC cannot condition the prior provision of data by the consumer;
- Mandatory inclusion, in the first menu, of the options for complaint and cancellation;
- Accessibility for people with disabilities;
- Increase in the deadline for responding to consumer demands, from 5 to 7 days, as of the date of registration;
- Registration of all consumer demands, with access to the history and content of the response;
- Need to indicate the options for access to the Customer Care Service in the contracts and other documents delivered to the consumer.
The Decree also intensifies the conditions for service cancellation requests, stating that:
- The request can be made by any of the means available for contracting;
- Processing of the request must be immediate, even if the consumer is delinquent;
- The charge must be immediately suspended if the complaint is related to the non-contracting of the service or an improper charge;
- The consumer must be informed about the conditions applicable to the cancellation, including any penalties;
- The supplier must send proof of cancellation by the means chosen by the consumer (mail or e-mail).
As the Decree establishes minimum guidelines, some deadlines and procedures may still be altered by the Central Bank of Brazil.
The full norm can be found at the following link: http://www.planalto.gov.br/ccivil_03/_ato2019-2022/2022/decreto/D11034.htm.
