Politics · Brazil · 8 hrs ago
Brazil requires human customer service from 8 a.m. to 8 p.m
Brazil's federal government issued new rules for customer service on Tuesday, October 13.
Covered companies must offer human assistance every day from 8 a.m.
to 8 p.m.
through phone and digital customer-service channels.
The rules cover companies providing products or services regulated by federal agencies, including some digital platforms and financial services overseen by Brazil's central bank.
Companies may use AI to sort or resolve requests, but customers must be able to choose a human during the required hours.
Digital platforms that provide customer service must give the consumer protection authority information about their service models, complaints and resolution rates.
The rules aim to make it easier for customers to get information and resolve problems, while companies must follow requests through to a resolution.
Brazil’s federal government published a decree requiring companies covered by the rules to offer human customer service every day from 8 a.m. to 8 p.m.
The requirement applies to telephone and electronic customer-service channels offered by regulated suppliers.
Companies may use artificial intelligence to screen, route or resolve requests, but must offer the option of speaking to a person during the required hours.
The decree aims to help consumers obtain information, have their requests addressed and receive efficient service.
Companies providing customer service through digital platforms must report information about complaints, resolution rates and consumer satisfaction.
- Who
- Companies covered by the decree, including certain regulated suppliers and financial service providers.
- What
- They must offer an option to speak with a human customer-service representative every day from 8 a.m. to 8 p.m.
- When
- The decree was published on Tuesday, October 13, 2026.
- Where
- Brazil.
- Why
- To help consumers obtain information about services, have their requests addressed and receive efficient service.
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- Human service hours
- Every day, 8 a.m. to 8 p.m.
- Covered channels
- Telephone and electronic communication channels offered for customer requests, information, questions and complaints
- Artificial intelligence
- Permitted for screening, internal routing and resolving requests if consumers can choose human service during the required hours
- Digital platforms
- Providers must submit service models, complaint figures, resolution rates and consumer satisfaction information
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What people are saying
The decree addresses problems that are part of consumers’ everyday experience, especially the difficulty of getting service and the succession of contacts without an effective solution.