How does the SAC decree reach each industry?
The SAC decree, Decree No. 11,034/2022 (Decreto nº 11.034/2022), applies to providers of services regulated by the federal Executive Branch and does not list industries by name. Each regulator applies the rules to its own industry and sets what the decree leaves open, such as the maximum wait time. That is why the phone rule changes from one industry to the next.
The text is on the Planalto website. The minimums that apply to everyone: free access (art. 3), 24-hour access to SAC through at least one channel, with phone service mandatory (art. 4), and at least 8 hours a day of live-agent service, with complaints and cancellation in the first menu (art. 5). The guide SAC Decree and RGC: how to prove the 0800 was up explains each article.
Which industries have their own page?
Banks, health insurers and contact centers each have their own page. Each page says what the rules require of phone service in that industry, how far that is verified, what an 0800 outage means, and how the SLA report shows the availability of each number.
| Industry | Regulation cited on the page | Page |
|---|---|---|
| Banks and financial institutions | The Central Bank of Brazil and the National Monetary Council have their own rules for service channels; how the decree applies is confirmed with legal counsel | Banks |
| Health insurers | ANS, Normative Resolution No. 623/2024 (RN 623/2024); the ANS FAQ ties arts. 8 and 9 to 24-hour phone service for urgent and emergency care | Health insurers |
| Contact centers and BPO | The industry rules of each client; for telecommunications, Anatel’s RGC | Contact centers and BPO |
What about other regulated industries?
In other regulated industries, the rule follows the same structure: the decree sets the general minimums and the industry regulator applies them. For telecommunications and pay TV the rule is verified: Anatel’s RGC. For airlines, electric power and insurance, each regulator’s specific rule still needs to be checked.
Airlines (ANAC)
The airline regulator is ANAC. Each regulator applies the SAC decree to its own industry, and we have not verified ANAC’s rule on phone service. Confirm with the regulator’s rule and your legal counsel what it requires of the phone line, the hours and the wait time.
Electric power (ANEEL)
The regulator of electric power distributors is ANEEL. Each regulator applies the SAC decree to its own industry, and we have not verified ANEEL’s rule on phone service. Confirm with the regulator’s rule and your legal counsel what it requires of the phone line, the hours and the wait time.
Insurance (SUSEP)
The insurance regulator is SUSEP. Each regulator applies the SAC decree to its own industry, and we have not verified SUSEP’s rule on phone service. Confirm with the regulator’s rule and your legal counsel what it requires of the phone line, the hours and the wait time.
Telecommunications (Anatel, RGC)
This one is verified. Anatel’s RGC, Anatel Resolution No. 765/2023 (Resolução nº 765/2023), applies the decree to fixed-line, mobile and broadband providers, and has been fully in force since September 1, 2025. Art. 3, V, cites Decree No. 11,034 explicitly.
Art. 15 requires free phone service that takes calls from landlines and mobile phones, available 24 hours a day, 7 days a week, with a live agent 24 hours a day for urgent requests and from 6 a.m. to 10 p.m. for everything else. Art. 18 requires automated cancellation, complaints and a live agent in the first menu. Under art. 91, small providers offer phone service for at least 8 hours on business days.
Pay TV (Anatel, RGC)
Pay TV is also covered by Anatel’s RGC: art. 1 of the Annex to Resolution No. 765/2023 brings pay-TV services within the regulation’s scope. The phone service rules in arts. 15 and 18 apply to these providers just as they do to telephone and broadband providers.
How does Monitor document the 0800 in any industry?
Monitor places real test calls to each service number at the agreed pace, including overnight and on weekends, and checks that the call went through and that the right IVR answered. Each monthly report shows the availability of each number for the month and for the last 12 months.
It dials numbers the way a customer does; it does not integrate with the PBX or the contact-center platform, so it works in any industry. See 0800 and IVR monitoring and SLA reports.
Frequently asked questions
Does the SAC decree list the industries it applies to?
No. Decree No. 11,034/2022 applies to providers of services regulated by the federal Executive Branch and does not name industries. Each regulator applies the decree to its own industry, and the regulator's rule carries the detail, such as the maximum wait time and the hours of live-agent service.
In which industry is the 24-hour phone rule verified?
Telecommunications. Anatel's RGC, Anatel Resolution No. 765/2023, in force since September 1, 2025, requires the phone service of telephone, internet and pay-TV providers to be available 24 hours a day, 7 days a week (art. 15). In other industries, confirm the regulator's rule.
Does Monitor work the same way in every industry?
Yes. It calls the service numbers the way a customer does, from the 2N5 platform, and checks that the call went through and that the right IVR answered. What changes by industry is the rule the number has to meet and the hours the test schedule should cover.