What does the SAC decree ask of a bank?
Decree No. 11,034/2022 (Decreto nº 11.034/2022) applies to providers of services regulated by the federal Executive Branch and leaves each regulator to apply it to its own industry. For banks, the Central Bank of Brazil and the National Monetary Council have their own rules for service channels. How the decree applies to each institution should be confirmed with legal counsel.
The text of the decree does not list industries by name. If it applies to your institution, these are the provisions that deal with the phone, each in the official text on the Planalto website:
| Article | What it says |
|---|---|
| Art. 3 | Access to SAC is free and the service creates no cost for the consumer |
| Art. 4 | Access to SAC 24 hours a day, 7 days a week, through at least one channel; phone service is mandatory |
| Art. 5, I | At least 8 hours a day of phone service with a live agent |
| Art. 5, II | Complaints and cancellation in the first menu |
| Art. 5, III | Maximum wait time set by the regulator, not by the decree |
| Art. 12, § 3 | Recordings of calls to SAC kept for at least 90 days |
The guide SAC Decree and RGC: how to prove the 0800 was up explains each article and what it leaves unset. The financial-system regulator’s rule on service channels is what legal counsel needs to read alongside it.
What does it mean when a bank’s 0800 is down?
A bank’s 0800 being down means customers cannot handle by phone the requests the decree calls SAC: information, questions, complaints, disputes, suspension or cancellation. Anyone who only has the phone, or cannot use the app, is left without service, and the complaint ends up somewhere else.
The worst case is not the number that gives a busy signal. It is the number that connects and plays the wrong message: the carrier recording saying the number does not exist, an old IVR after a migration, the after-hours message stuck in the middle of the day. To the PBX dashboard, everything is working. To the customer, the bank does not answer.
Another case is the route: each origin takes its own path to the 0800, and one path can fail while the others work. The guide Toll-free number down: how to monitor 0800 and IVR shows how to watch the number from the outside.
How does Monitor check the 0800 and the IVR?
Monitor places a real test call to each of the bank’s service numbers at the agreed pace, including overnight and on weekends. Each call checks that the number went through and that the IVR answered with the reference greeting recorded during setup. A different message does not pass.
When a call fails, it is retried before any alert, and only consecutive failures open an incident. The incident carries the SIP code and Q.850 cause of each call, such as a SIP 503, and the escalation ladder is notified by email and SMS until someone takes ownership. See 0800 and IVR monitoring.
How does the SLA report show availability?
The SLA report shows the availability of each service number for the month and for the last 12 months, with every incident, the downtime and the time until someone took ownership. It arrives by email every month for the people the bank chose, and the 12-month figure is what closes out the year.
A period when 2N5 could not test because of a problem on 2N5’s side is left out of the calculation and shown separately. Planned maintenance, logged in advance in a maintenance window, is also left out. What remains is the time the number did not answer as it should. See SLA reports and the guide Telephony SLA: yearly and monthly calculation.
What does the test not cover?
The test does not cover the wait time to reach an agent, live-agent hours, the content of each menu option, or calls from every mobile carrier. It shows that the number went through from the 2N5 platform and that the right IVR answered, at each tested time.
It also does not store conversations: Monitor only places its own test calls and never keeps a person’s voice. The Security and LGPD page covers what is kept and for how long.
Frequently asked questions
Does Decree No. 11,034/2022 apply to banks?
The decree applies to providers of services regulated by the federal Executive Branch and does not list industries by name. The Central Bank of Brazil and the National Monetary Council have their own rules for institutions' service channels. How the decree applies to each institution should be confirmed with legal counsel, together with the regulator's rules.
Does Monitor need access to the bank's PBX or contact-center platform?
No. Monitor calls the service numbers the way a customer does, from the 2N5 platform. Nothing is installed on the bank's PBX, contact-center platform or network, and customer calls are never touched.
Do the test calls store any of the bank's customer data?
No. The test call listens for the expected greeting and hangs up. Audio is kept only when the recording or IVR you named is what answers, encrypted and for 90 days. A person's voice is never kept, and anyone who answers first hears that this is an automated test.
Does the report show the wait time to reach an agent?
No. The test call confirms that the number went through and that the right IVR answered, and the report adds those results up into availability. The queue wait time until an agent picks up is a different measure, which the test call does not take.