Brazil Introduces Stringent Measures to Combat Telecom Frauds and Improve Consumer Service

The Brazilian government has implemented significant new regulatory measures aimed at curbing telecommunication fraud and enhancing consumer service standards. A provisional measure published on October 13 mandates telecom operators to authenticate calls on their networks to prevent fraud. Calls failing authentication can be blocked before reaching consumers, while calls from businesses will display the company's name and logo to users. This is supported by the creation of a national database managed by the National Telecommunications Agency (Anatel) to oversee telephone number assignments and ownership.

Users identified making excessive suspicious calls may face a temporary 15-day block on outgoing calls. Anatel has 60 days to establish detailed regulations, with non-compliance carrying penalties according to the General Telecommunications Law.

In parallel, new consumer service rules will take effect in 20 days, targeting companies in regulated sectors and digital financial institutions. These standards require free, human-assisted customer service with a maximum of five menu levels and simplified contract cancellation available at all service levels. Companies must respond to non-urgent complaints within seven calendar days and maintain call recordings for 90 days, with customer interaction records preserved for at least six months.

Additional protections include callers receiving immediate redial within five minutes if a call disconnects, and strict limits on call wait times—80% of calls answered within 20 seconds. The regulations also mandate transparent information about services and prompt resolution of billing disputes.

These combined measures seek to create a safer telecommunications environment and streamline consumer relations across Brazil, reinforcing accountability and transparency in sectors heavily impacting millions of users.

As Anatel moves to implement the call authentication framework and enforce consumer service standards, these reforms are expected to significantly reduce fraudulent phone activity and improve user experience nationwide.