{"id":122796,"date":"2026-10-13T09:32:05","date_gmt":"2026-10-13T12:32:05","guid":{"rendered":"https:\/\/redenoticiaz.com.br\/litoralsp\/2026\/10\/13\/nova-norma-eleva-padroes-de-atendimento-ao-consumidor-descubra-as-mudancas"},"modified":"2026-10-13T09:32:05","modified_gmt":"2026-10-13T12:32:05","slug":"nova-norma-eleva-padroes-de-atendimento-ao-consumidor-descubra-as-mudancas","status":"publish","type":"post","link":"https:\/\/redenoticiaz.com.br\/litoralsp\/2026\/10\/13\/nova-norma-eleva-padroes-de-atendimento-ao-consumidor-descubra-as-mudancas","title":{"rendered":"Nova norma eleva padr\u00f5es de atendimento ao consumidor; descubra as mudan\u00e7as"},"content":{"rendered":"<div>\n<p><strong>Novas regras para os servi\u00e7os de atendimento ao consumidor, os populares SACs, entram em vigor em todo o Brasil a partir de 20 dias ap\u00f3s a publica\u00e7\u00e3o do decreto. As normas, que visam melhorar a experi\u00eancia do cliente, se aplicam a empresas de setores regulados pelo governo federal, bem como institui\u00e7\u00f5es que oferecem servi\u00e7os financeiros digitais sob a supervis\u00e3o do <a href=\"https:\/\/agenciabrasil.ebc.com.br\/tags\/banco-central\" target=\"_blank\">Banco Central<\/a>.<\/strong><img decoding=\"async\" src=\"https:\/\/agenciabrasil.ebc.com.br\/ebc.png?id=1705158&amp;o=node\" style=\"width:1px; height:1px; display:inline;\"\/><img decoding=\"async\" src=\"https:\/\/agenciabrasil.ebc.com.br\/ebc.gif?id=1705158&amp;o=node\" style=\"width:1px; height:1px; display:inline;\"\/><\/p>\n<p>As mudan\u00e7as incluem, entre outras, a obrigatoriedade de atendimento humano, a disponibiliza\u00e7\u00e3o de um SAC gratuito, a limita\u00e7\u00e3o a cinco n\u00edveis de atendimento e a facilita\u00e7\u00e3o do cancelamento de servi\u00e7os. Al\u00e9m disso, as empresas dever\u00e3o oferecer suporte 24 horas em canais eletr\u00f4nicos e n\u00e3o poder\u00e3o redirecionar os consumidores para outros canais de atendimento, salvo nos casos em que a presen\u00e7a f\u00edsica seja realmente necess\u00e1ria para resolver a quest\u00e3o.<\/p>\n<p><strong>Uma importante novidade \u00e9 que, caso a liga\u00e7\u00e3o seja interrompida durante o atendimento, a empresa ter\u00e1 a obriga\u00e7\u00e3o de retornar em at\u00e9 cinco minutos, mantendo os dados j\u00e1 fornecidos pelo consumidor.<\/strong><\/p>\n<p>O novo regulamento tamb\u00e9m especifica que a op\u00e7\u00e3o de cancelamento deve estar dispon\u00edvel em todos os n\u00edveis de atendimento, tanto em plataformas eletr\u00f4nicas quanto por telefone. A empresa dever\u00e1 processar o pedido imediatamente, usando os mesmos canais utilizados na contrata\u00e7\u00e3o, e ainda fornecer um comprovante eletr\u00f4nico da solicita\u00e7\u00e3o ao consumidor.<\/p>\n<p><strong>Confira os novos prazos e hor\u00e1rios de atendimento estabelecidos pelo decreto:<\/strong><\/p>\n<p><strong>Atendimento humano:<\/strong><\/p>\n<ul>\n<li>Canais eletr\u00f4nicos: atendimento humano em tempo real das 8h \u00e0s 20h, todos os dias.<\/li>\n<li>Atendimento telef\u00f4nico: dispon\u00edvel das 8h \u00e0s 20h, sete dias por semana.<\/li>\n<li>Demandas urgentes: atendimento humano imediato a qualquer hora.<\/li>\n<\/ul>\n<p><strong>Tempo de espera no telefone:<\/strong><\/p>\n<ul>\n<li>At\u00e9 20 segundos para, no m\u00ednimo, 80% das chamadas;<\/li>\n<li>At\u00e9 300 segundos (cinco minutos) para as demais.<\/li>\n<\/ul>\n<p><strong>Retorno de liga\u00e7\u00e3o interrompida:<\/strong><\/p>\n<ul>\n<li>O retorno deve ser feito em at\u00e9 300 segundos (5 minutos).<\/li>\n<\/ul>\n<p><strong>Prazo para resposta \u00e0s demandas:<\/strong><\/p>\n<ul>\n<li>Sete dias corridos para reclama\u00e7\u00f5es n\u00e3o urgentes.<\/li>\n<\/ul>\n<p><strong>Cobran\u00e7a indevida ou servi\u00e7os n\u00e3o solicitados:<\/strong><\/p>\n<ul>\n<li>Suspens\u00e3o imediata dos servi\u00e7os;<\/li>\n<li>Conclus\u00e3o de processos em at\u00e9 48 horas.<\/li>\n<\/ul>\n<p><strong>Envio de hist\u00f3ricos de atendimento:<\/strong><\/p>\n<ul>\n<li>Dispon\u00edvel em at\u00e9 5 dias \u00fateis ap\u00f3s solicita\u00e7\u00e3o do consumidor.<\/li>\n<\/ul>\n<p><strong>Guarda de registros:<\/strong><\/p>\n<ul>\n<li>Hist\u00f3rico das demandas: m\u00ednimo de 6 meses;<\/li>\n<li>Grava\u00e7\u00f5es e mensagens do SAC: m\u00ednimo de 90 dias.<\/li>\n<\/ul>\n<p><strong>A finalidade dessas novas normas \u00e9 garantir que os consumidores tenham acesso a informa\u00e7\u00f5es claras sobre os servi\u00e7os contratados, um tratamento eficaz de suas demandas e um atendimento de qualidade por meio dos diversos canais de comunica\u00e7\u00e3o dispon\u00edveis.<\/strong><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Novas regras para os servi\u00e7os de atendimento ao consumidor, os populares SACs, entram em vigor em todo o Brasil a partir de 20 dias ap\u00f3s a publica\u00e7\u00e3o do decreto. As normas, que visam melhorar a experi\u00eancia do cliente, se aplicam a empresas de setores regulados pelo governo federal, bem como institui\u00e7\u00f5es que oferecem servi\u00e7os financeiros &hellip;<\/p>\n","protected":false},"author":5,"featured_media":122797,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[186],"tags":[],"class_list":["post-122796","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cubatao"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Nova norma eleva padr\u00f5es de atendimento ao consumidor; descubra as mudan\u00e7as - Litoral SP<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/redenoticiaz.com.br\/litoralsp\/2026\/10\/13\/nova-norma-eleva-padroes-de-atendimento-ao-consumidor-descubra-as-mudancas\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Nova norma eleva padr\u00f5es de atendimento ao consumidor; descubra as mudan\u00e7as - Litoral SP\" \/>\n<meta property=\"og:description\" content=\"Novas regras para os servi\u00e7os de atendimento ao consumidor, os populares SACs, entram em vigor em todo o Brasil a partir de 20 dias ap\u00f3s a publica\u00e7\u00e3o do decreto. As normas, que visam melhorar a experi\u00eancia do cliente, se aplicam a empresas de setores regulados pelo governo federal, bem como institui\u00e7\u00f5es que oferecem servi\u00e7os financeiros &hellip;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/redenoticiaz.com.br\/litoralsp\/2026\/10\/13\/nova-norma-eleva-padroes-de-atendimento-ao-consumidor-descubra-as-mudancas\" \/>\n<meta property=\"og:site_name\" content=\"Litoral SP\" \/>\n<meta property=\"article:published_time\" content=\"2026-10-13T12:32:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/agenciabrasil.ebc.com.br\/ebc.png?id=1705158&amp;o=node\" \/>\n<meta name=\"author\" content=\"Patr\u00edcia Prado\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"Patr\u00edcia Prado\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. tempo de leitura\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/redenoticiaz.com.br\\\/litoralsp\\\/2026\\\/10\\\/13\\\/nova-norma-eleva-padroes-de-atendimento-ao-consumidor-descubra-as-mudancas#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/redenoticiaz.com.br\\\/litoralsp\\\/2026\\\/10\\\/13\\\/nova-norma-eleva-padroes-de-atendimento-ao-consumidor-descubra-as-mudancas\"},\"author\":{\"name\":\"Patr\u00edcia Prado\",\"@id\":\"https:\\\/\\\/redenoticiaz.com.br\\\/litoralsp\\\/#\\\/schema\\\/person\\\/e1b0bd8c2637e2c1b6ddcbc2c33b116f\"},\"headline\":\"Nova norma eleva padr\u00f5es de atendimento ao consumidor; 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