Strengthening consumer protection

an analysis of the impact of the proconsumer system on conflict resolution and effectiveness of consumer protection in banking relations

Abstract

This article addresses a relevant and constantly evolving topic. Knowing which method of conflict resolution to apply in the relationship between the bank and the customer has become necessary with the technological advancement of society, since customers are increasingly dependent on the use of banking services. As a result, conflicts between them are increasingly growing, and most of them are resolved by the judiciary. In this context, the ProConsumidor System, created by the National Consumer Secretariat (SENACON), emerged as a fundamental instrument for conflict resolution, adapted to the needs of consumer protection agencies in serving citizens, which, through its service channels and conciliation mechanisms, facilitates and speeds up the procedures carried out, in addition to contributing to the judicialization of the legal system, providing a faster and less costly alternative to the judicial route for resolving conflicts, freeing the Judiciary to focus on more complex demands. At a general1 level, the objective of the research is to analyze the ProConsumidor System in the relationship of conflicts and in the implementation of consumer protection in banking relationships, seeking to understand how this system contributes to the resolution of conflicts and to propose improvements to strengthen consumer protection in the banking sector. As for the methodology, the deductive method was chosen, based on the analysis of bibliographic, legislative and jurisprudential sources.