Businesses in PR must receive complaints and respond to consumers within 10 days

Commercial establishments, product suppliers and service providers covered by state legislation will have new obligations in the service to consumers in the Paraná. Decree No. 15.108/2026, published in the Official State Gazette on Tuesday (15), regulates the provisions of the Consolidation of Consumer Protection Laws and establishes rules for the registration and response of complaints.

Under the new regulation, suppliers will have to provide a physical or digital channel so that the consumer can register complaints free of charge. Among the obligations foreseen are the provision of the necessary means for the registration of the complaint and the delivery of a second way, in cases of physical complaint. When the service takes place in a digital form, a protocol must be generated immediately, accompanied by a full copy of the complaint.

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One of the main points is the deadline for response. The company will have up to ten calendar days, counted from the registration, to handle and respond to the complaint. The consumer will also be able to choose how they want to receive the return: by correspondence, email or instant messaging app.

Digital channel is expected to operate 24 hours

In cases where the establishment opts for the digital system, the registration can be made by e-mail, messaging application or website. The channel should be available to the consumer 24 hours a day, seven days a week. After registration, the system must inform protocol, date and expected time for the response.

Already in physical care, the registration must be available during the business hours practiced by the establishment. Complaints, whether physical or digital, must be maintained by the supplier for at least five years.

Notice should be visible at the establishment

Another change is the obligation to clearly inform customers that the site has a complaint channel. The decree determines the installation of a plate in a visible and easy-to-read place. The model provided by the regulations informs that the establishment has a physical and / or digital channel for the registration of complaints.

For companies that operate exclusively or also remotely, the same information should appear prominently on websites, social networks or other digital channels used in the service. If the consumer finds that the supplier does not provide a channel for complaints, he may file a complaint with the city’s consumer protection agency or, in its absence, with Procon-PR.

The regulation does not apply to suppliers of products and services subject to the rules of the Federal Executive Power provided for in Federal Decree No. 11.034/2022. Failure to comply with the new requirements may result in administrative penalties provided for in consumer protection legislation. The rules come into force 90 days after the publication of the decree.