On Monday, November 2, your SAC and your service agent fall within the reach of Decree 13.135. The list of what changes is pipeline, flow and queue.
The decree in one sentence
The decree regulates the SAC under the CDC, revokes the old decree and widens the scope: beyond suppliers regulated by federal agencies, digital platforms and financial services supervised by the Central Bank are included. The text accepts AI in triage, distribution and resolution of demands, with one condition: real-time human service guaranteed to the consumer, from 8am to 8pm, seven days a week.
It is the same thread the meta case where the support agents were humans started pulling: expectations about what a service agent is stopped being a marketing subject and became a rule with an enforcer.
The list of flow changes
It is short and non-negotiable: the human option and immediate cancellation at every level, including the first; a maximum of five levels to close a demand; forbidden to ask the consumer to repeat what they already registered; forbidden advertising on SAC channels, including hold time.
The phone queue got an SLA written into law: 20 seconds maximum wait for 80% of demands that choose a human, 300 seconds for the rest, and a callback within 300 seconds if the call drops before the end.
The other side is data and retention
The system must deliver the demand history to the agent, store it for six months after resolution, keep recordings for ninety days, suspend improper charges within 48 hours, answer non-urgent demands in seven days and provide an electronic receipt on cancellation. Digital platforms also build a metrics pipeline for Senacon: complaint volume, resolution rate, SNDC index and satisfaction.
MP 1.396 and the anti-fraud threshold
In telephony, MP 1.396 wrote the anti-fraud engine into the statute, and part of it becomes enforceable on November 12: the limit of 1,000 calls per access in a single day. Past the threshold, origination is blocked for 15 days, and a call center dialer is exactly the profile that trips this trigger by accident. The complete chain, origin authenticates, transit preserves, terminal verifies, plus the CNPJ name and logo on the consumer''s screen, arrives with the Anatel regulation, due December 12.
The three-date map
Monday, November 2, for the SAC; November 12 for the voice threshold; December 12 for the Anatel regulation. The ROI is arithmetic: 15 days of blocked origination are 15 days of voice revenue at zero, the decree''s enforcement belongs to Senacon with sanction power, and the compliance sprint is IVR, middleware, CRM and queue scaling configuration.
At Tech86, this list already has an owner: audit the agent flow clause by clause, measure the 20-second SLA gap, build the metrics pipeline and the retention inventory.
Conclusion
The decree does not ban AI in service; it demands that the architecture expose the human and measure what the law measures. Whoever already runs an agent with telemetry and an instrumented queue adjusts in days; whoever does not measure discovers the gap in enforcement. The part that expires this Monday is the part most people will leave for later.