{"id":70638,"date":"2026-10-26T07:00:59","date_gmt":"2026-10-26T10:00:59","guid":{"rendered":"https:\/\/marcelolopes.jor.br\/site\/?p=70638"},"modified":"2026-10-25T19:44:59","modified_gmt":"2026-10-25T22:44:59","slug":"decreto-cria-regras-que-facilitam-a-vida-do-consumidor","status":"publish","type":"post","link":"https:\/\/marcelolopes.jor.br\/site\/2026\/10\/26\/decreto-cria-regras-que-facilitam-a-vida-do-consumidor\/","title":{"rendered":"Decreto cria regras que facilitam a vida do consumidor"},"content":{"rendered":"<p>Entrar\u00e1 em vigor no pr\u00f3ximo dia 2 de novembro, o Decreto n\u00ba 13.135\/2026 que estabelece crit\u00e9rios para o atendimento humano, os prazos de resposta e o tratamento das demandas do consumidor. Mesmo restrito \u00e0s empresas abrangidas pela regulamenta\u00e7\u00e3o, a nova norma dever\u00e1 facilitar muito a vida dos clientes. Na pr\u00e1tica, a nova determina\u00e7\u00e3o disciplina os canais de atendimento utilizados pelas empresas para receber reclama\u00e7\u00f5es, esclarecer d\u00favidas e solucionar problemas do consumidor.<!--more--><\/p>\n<h3 class=\"p1\"><span class=\"s1\">\ud83d\udcf8\u00a0<span style=\"color: #008000;\">Siga o Site do Marcelo Lopes no<\/span>\u00a0<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"https:\/\/www.facebook.com\/sitedomarcelolopes\/\"><strong>Facebook<\/strong><\/a><\/span>\u00a0<span style=\"color: #008000;\">e no<\/span>\u00a0<span style=\"color: #800000;\"><strong><a style=\"color: #800000;\" href=\"https:\/\/www.instagram.com\/sitedomarcelolopes\/\">Instagram<\/a><br \/>\n<\/strong><\/span><\/span>\ud83d\udcf1<span style=\"color: #008000;\">Participe do grupo de<\/span>\u00a0<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"https:\/\/chat.whatsapp.com\/BibzcI1ibYSKytbdyzubLA\"><strong>WhatsApp<\/strong><\/a><\/span> <span style=\"color: #008000;\">do Site do Marcelo Lopes<\/span><\/h3>\n<p>A partir de sua entrada em vigor as empresas alcan\u00e7adas pelo decreto dever\u00e3o disponibilizar aos clientes atendimento humano obrigat\u00f3rio, SAC gratuito, limite de cinco n\u00edveis de atendimento ou menus, cancelamento facilitado, suporte 24 horas em canais eletr\u00f4nicos.<\/p>\n<p>Tamb\u00e9m fica proibido direcionar o consumidor para outro canal de atendimento, exceto quando o comparecimento presencial for indispens\u00e1vel para resolver a demanda.<\/p>\n<p>Outra novidade prev\u00ea que, se a liga\u00e7\u00e3o cair durante os di\u00e1logos, a empresa dever\u00e1 retornar o contato em at\u00e9 cinco minutos e aproveitar as informa\u00e7\u00f5es j\u00e1 fornecidas pelo consumidor.<\/p>\n<p>A norma determina que a op\u00e7\u00e3o de cancelamento de contratos e servi\u00e7os dever\u00e1 estar dispon\u00edvel em qualquer n\u00edvel do atendimento, tanto nos canais eletr\u00f4nicos quanto nos telef\u00f4nicos.<\/p>\n<p>O pedido dever\u00e1 ser processado imediatamente, pelos mesmos canais usados para a contrata\u00e7\u00e3o. O consumidor tamb\u00e9m dever\u00e1 receber comprovante eletr\u00f4nico da solicita\u00e7\u00e3o.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-70641\" src=\"https:\/\/marcelolopes.jor.br\/site\/wp-content\/uploads\/2026\/10\/Principais-Grande-200x300.jpeg\" alt=\"\" width=\"500\" height=\"750\" srcset=\"https:\/\/marcelolopes.jor.br\/site\/wp-content\/uploads\/2026\/10\/Principais-Grande-200x300.jpeg 200w, https:\/\/marcelolopes.jor.br\/site\/wp-content\/uploads\/2026\/10\/Principais-Grande-682x1024.jpeg 682w, https:\/\/marcelolopes.jor.br\/site\/wp-content\/uploads\/2026\/10\/Principais-Grande-768x1152.jpeg 768w, https:\/\/marcelolopes.jor.br\/site\/wp-content\/uploads\/2026\/10\/Principais-Grande-800x1200.jpeg 800w, https:\/\/marcelolopes.jor.br\/site\/wp-content\/uploads\/2026\/10\/Principais-Grande.jpeg 853w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/p>\n<p><strong>OUTRAS NOT\u00cdCIAS<\/strong><br \/>\n<a href=\"https:\/\/marcelolopes.jor.br\/site\/2026\/09\/16\/dia-do-cliente-conheca-seus-direitos-e-deveres-como-consumidor-de-energia\/\"><strong><span style=\"color: #800000;\">Dia do Cliente: conhe\u00e7a seus direitos e deveres como consumidor de energia<\/span><\/strong><\/a><\/p>\n<p><a href=\"https:\/\/marcelolopes.jor.br\/site\/2026\/03\/15\/semana-do-consumidor-conheca-seus-direitos-como-consumidor-de-energia-eletrica\/\"><strong><span style=\"color: #800000;\">Semana do Consumidor: conhe\u00e7a seus direitos como consumidor de energia el\u00e9trica<\/span><\/strong><\/a><\/p>\n<p>Fonte: Ag\u00eancia Brasil | Arte criada por IA | Foto: Pexels<\/p>\n<div class=\"ilzbr6adf5205f3ed5\" ><br><\/div><style type=\"text\/css\">\r\n@media screen and (min-width: 1201px) {\r\n.ilzbr6adf5205f3ed5 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 993px) and (max-width: 1200px) {\r\n.ilzbr6adf5205f3ed5 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 769px) and (max-width: 992px) {\r\n.ilzbr6adf5205f3ed5 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 768px) and (max-width: 768px) {\r\n.ilzbr6adf5205f3ed5 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (max-width: 767px) {\r\n.ilzbr6adf5205f3ed5 {\r\ndisplay: block;\r\n}\r\n}\r\n<\/style>\r\n<div class=\"nzcfv6adf520607033\" ><div id=\"div_destino\"><\/div>\r\n<script src=\"https:\/\/cdn.snsrsv.com\/sdk.js\"><\/script>\r\n<script >\r\n      new sdk(\"464030C30061EA8BE065000000000001\") \r\n          .appendTo(\"div_destino\")\r\n          .disableStyle(true) \r\n          .setCacheBusterMacro(\"%%CACHEBUSTER%%\")\r\n          .setSize(\"800\",\"214\")\r\n          .setClickMacro(\"%%CLICK_URL_ESC%%\") \r\n          .setReferrerUrlMacro(\"%%REFERRER_URL_ESC%%\") \r\n          .start(); \r\n<\/script><\/div><style type=\"text\/css\">\r\n@media screen and (min-width: 1201px) {\r\n.nzcfv6adf520607033 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 993px) and (max-width: 1200px) {\r\n.nzcfv6adf520607033 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 769px) and (max-width: 992px) {\r\n.nzcfv6adf520607033 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (min-width: 768px) and (max-width: 768px) {\r\n.nzcfv6adf520607033 {\r\ndisplay: block;\r\n}\r\n}\r\n@media screen and (max-width: 767px) {\r\n.nzcfv6adf520607033 {\r\ndisplay: block;\r\n}\r\n}\r\n<\/style>\r\n","protected":false},"excerpt":{"rendered":"<p>Entrar\u00e1 em vigor no pr\u00f3ximo dia 2 de novembro, o Decreto n\u00ba 13.135\/2026 que estabelece crit\u00e9rios para o atendimento humano, os prazos de resposta e o tratamento das demandas do consumidor. Mesmo restrito \u00e0s empresas abrangidas pela regulamenta\u00e7\u00e3o, a nova<\/p>\n<p class=\"link-more\"><a class=\"more-link\" href=\"https:\/\/marcelolopes.jor.br\/site\/2026\/10\/26\/decreto-cria-regras-que-facilitam-a-vida-do-consumidor\/\">Leia mais <span class=\"screen-reader-text\">Decreto cria regras que facilitam a vida do consumidor<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":70640,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-70638","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticias","thumb-below-title"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Decreto cria regras que facilitam a vida do consumidor | Marcelo Lopes<\/title>\n<meta name=\"description\" content=\"Decreto cria regras que facilitam a vida do consumidor. 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