Consumers in Brazil have gained stronger rights to speak to a person when disputing bills, cancelling services, or seeking help from companies covered by new federal customer service rules. The new law took effect on Nov. 2, 2026 and covers qualifying providers in federally regulated sectors, such as banking and telecommunications. It doesn’t automatically apply to every business. Covered companies must offer human assistance by phone and through digital channels from 8 a.m. to 8 p.m. every day, including holidays. Chatbots and other automated systems are allowed but can’t block access to a human representative during those hours. At least one digital channel must operate around the clock. The telephone waiting limit for reaching a person is 20 seconds in at least 80% of cases, and 5 minutes for the rest. If a call with a representative drops accidentally, the company must call back within 5 minutes, using the information already provided. Cancellation must be available from the first menu and through the same channels used to sign up. Non-urgent requests require a conclusive response within 7 calendar days. The law also requires priority service for older people and accessible channels for people with disabilities.
