A recent report published by the legal news portal Consultor Jurídico highlights an important change for technology and e-commerce companies in Brazil: a new decree regulating the Customer Service Service (SAC, Brazil’s customer service regulatory framework) ends self-regulation for digital platforms.
What is self-regulation?
In the corporate and digital environment, self-regulation occurs when an industry or group of companies establishes its own rules and standards of conduct, without the direct imposition of rigid state regulations. In the context of customer service, this meant that digital platforms had greater flexibility to structure their support channels, response times, and dispute resolution methods, relying on internal policies and market dynamics.
The change under the new SAC decree
The introduction of the new SAC decree alters this dynamic. By bringing an end to self-regulation, the rule indicates that the State will now establish more uniform and mandatory guidelines for customer service in the virtual environment. Digital platforms, which previously enjoyed autonomy to define the rules of their customer care operations, must now adhere to the parameters established by the new decree.
This transition reflects a broader shift toward standardizing consumer relations in the digital space, aiming to align the support offered by tech platforms with traditional consumer protection requirements.
Practical impact for businesses
For founders, executives, and investors operating digital platforms in Brazil, the end of self-regulation demands a careful review of customer service operations. Companies will need to adjust their internal structures to ensure they no longer operate under exclusively self-defined policies, but rather in full compliance with the new SAC directives.
Restructuring support channels and updating customer care policies become essential steps for adapting to the new regulatory landscape.
This content is for informational purposes only and does not constitute legal advice. For guidance on specific matters, consult a qualified lawyer.
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