BrazilCustomer Service Decree of 2026, Accessibility of the Customer Service Channels of Regulated and Digital Financial Suppliers
Arts. 1, 3, 10 e 23 do Decreto nº 13.135, de 9 de outubro de 2026
In force since .
An accessibility requirements rule binding private bodies.
As of .
What it requires
- The Decree names no technical standard: the competent regulatory agency or body is to set the accessibility of SAC channels (Art. 10, sole paragraph).
- If you supply products or services regulated by the federal executive and meet your regulator's criteria, or offer financial, payment or credit services to consumers through a platform or other digital means under Central Bank regulation or supervision, make your customer service channels, including the chat on your website or app and instant messaging, broadly accessible to persons with disabilities, with full access for the handling of their demands (Decreto nº 13.135/2026, Arts. 1, 3 and 10).
These lines are LexLint's reading of the law's text, as of .
Who enforces it
Enforcement body
Secretaria Nacional do Consumidor (National Consumer Secretariat) of the Ministry of Justice and Public Security, without prejudice to the bodies of the National Consumer Defense System and the regulatory agencies (Article 23)
Settledness
- As of
- Open questions
- What will the competent regulatory agencies and bodies require of SAC channels under the sole paragraph of Article 10?
- Does Article 3, paragraph 4, which excludes service intended for the offer and contracting of products or services, leave a supplier's sales chat outside Article 10?
What it reaches
Instrument type
a regulation made under an act
Applicability criteria
- As of
- Combinator
- Any of
- Criteria
- a supplier of products and services regulated by the federal executive that meets the criteria set by the competent agency or regulatory body ("de produtos e serviços regulados pelo Poder Executivo federal que se enquadrem nos critérios estabelecidos pela agência ou pelo órgão regulador competente", Article 1, sole paragraph, I)
- a supplier that offers or provides financial, payment, credit or other financial services to consumers through platforms or other digital means and is subject to the regulation or supervision of the Central Bank of Brazil (Article 1, sole paragraph, II)
What this law does
Article 10 makes accessibility mandatory, in a broad manner, on the customer service (SAC) channels kept by the suppliers the Decree covers, for use by persons with disabilities, guaranteeing full access for the handling of their demands. It leaves the regulation of the accessibility of SAC channels to the competent regulatory agency or body.
Article 1 brings within the Decree the suppliers of products and services regulated by the federal executive that meet the criteria set by the competent agency or regulator. It also brings within it the suppliers that offer or provide financial, payment, credit or other financial services to consumers through platforms or other digital means and are subject to the regulation or supervision of the Central Bank of Brazil.
Article 3 treats the SAC as the service provided through telephone channels or electronic communication channels, including chats on websites or applications and instant messaging services. Article 3, paragraph 4, provides that service intended for the offer and contracting of products or services is not SAC.
Article 23 charges the National Consumer Secretariat of the Ministry of Justice and Public Security with inspecting and sanctioning suppliers that do not comply, without prejudice to the bodies of the National Consumer Defense System and the regulatory agencies. The Decree enters into force twenty days after its publication and revokes Decree No. 11,034 of 2022, whose Article 6 carried the same accessibility duty.
When LexLint raises it
When your app profile says your app ships a consumer interface or provides financial services.