The landscape of consumer relations in Brazil is about to undergo a significant 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 to and the quality of service provided by companies.
Currently, free Customer Service (SAC) is only mandatory for services regulated by federal agencies, such as: ANATEL (telecommunications), ANS (health plans), BACEN (banks, credit, cards and financial institutions), SUSEP (insurance and pension), ANAC (civil aviation), ANTT (interstate transport), ANEEL (electricity) and ANA/competent ministries (some essential water and sanitation services).
In other words, retail companies, e-commerce Other services not regulated federally are required to have a customer service channel, but are not obligated to offer a free channel. Therefore, many providers limit free service to specific situations, which, in practice, creates difficulties and frustrates the search for appropriate solutions.
In this sense, the project, which aims to expressly include the right to direct communication with suppliers as a basic right, represents an important step forward by closing these gaps and strengthening the consumer's position against abusive practices. It is a measure that increases the effectiveness of customer 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 key point is the requirement that all information about products and services — such as prices, composition, and characteristics — be 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 consumers, there will be greater security and ease of communication, without the risk of additional costs to resolve everyday issues. For companies, there will be a need to adapt their customer service channels, under penalty of administrative and legal liability in case of non-compliance.
Therefore, it is up to companies to follow the next steps in the legislative process until the eventual approval of the bill, as well as its future regulation, which may provide details on the proper functioning of the Customer Service Center — such as hours, the requirement for human versus automated service, and other technical parameters. In this way, they can prepare for the new rules and avoid the risk of penalties.