By Gabriela Tchalian and Daniel Salgado
In 2021, the Plenary of the National Consumer Protection Council approved the provisional text of the new Customer Service Decree ("SAC").
The reformulation of the legislation regulating the service comes, mainly, due to the high number of consumer complaints, the growing digital transformation, and the consequent needs of the current consumer.
In the current scenario, the main needs of the consumers consist of practicality, agility, and autonomy to solve their problems, which, in most cases, does not occur and the service ends up being, in fact, ineffective and tiring.
Therefore, the new Decree seeks the resolution and digitization