More agents, the same bad service: what the new SAC decree leaves out
Decree 13,135 is political. It requires people on duty, but it does nothing for the people who serve customers. At no point does the text mention education, qualification or training for the agent. That reinforces the thesis: it's a populist add-on to keep a whole class employed, even with bad results. The law hangs more people on the sector without service improving, and the customer is still badly served.
The thing is, the text itself already opens the door. Art. 3, § 3, lets AI triage, route and resolve requests. That holds as long as the customer can talk to a person during the hours the law requires.
What the law requires is clear. An electronic channel 24 hours a day, with people in real time from 8 a.m. to 8 p.m., seven days a week (art. 12). A mandatory phone line, with an agent during the same hours (art. 14). And the option to talk to someone at every level, including the first one (arts. 13 and 16).
What it leaves aside is also in the text. Art. 4 asks for courtesy and resolution, but says nothing about education, qualification or training for the agent. Those words don't appear in any article. Chat can have a human for only part of the hours (art. 3, § 2). And sales and sign-ups aren't even SAC (art. 3, § 4). This doesn't apply to every company: the decree covers suppliers regulated by the federal Executive and financial services supervised by the Central Bank (art. 1).
A serious operation uses these gaps without hiding the button. AI resolves what has a rule. And it doesn't ask the customer to repeat the case (art. 6, II). The human queue really exists during those hours and handles what needs people. Following the rule and serving well, at the same time.
Where to start in your company
Map what reaches your SAC. Separate what AI can resolve on its own. And test whether the button to talk to a person shows up right on the first screen.
This text was produced with the support of AI and reviewed by the DG5 Intelligence team.
Sources
Decreto nº 13.135 (Planalto), 9 Oct 2026. https://www.planalto.gov.br/ccivil_03/_ato2023-2026/2026/decreto/d13135.htm