Contacting Brazilian Regulatory Agencies – ANVISA, INMETRO e ANATEL
ANVISA recently opened a new communication channel and our team prepared an update on all the available resources for contacting Brazilian key Regulatory Agencies, concerning medical devices. Knowing how to reach out to the agencies can help if you intend on entering the Brazilian Market.
Central de Atendimento / Call Center
The phone number 0800 642 9782 is available on weekdays from 7h30 to 19h30 (except for holidays). General information about ANVISA’s services are immediately available through their database that contains a variety of the most common queries. In case the information needed isn’t available, ANVISA will provide the answer within 15 working days.
The information available on ANVISA’s database is also accessible on their website.
Webchats were recently made available by ANVISA and can be used to reach out to ANVISA online and get prompt answers. The service is available on weekdays, from 7h30 to 19h30, and it is recommended for general queries. In case the information needed isn’t available, ANVISA will provide the answer within 15 working days.
Formulário Eletrônico / Contact Form
Using the Contact Form on their website is recommended for specific/technical queries. The form allows you to attach files related to your query in order to clarify technical issues with ANVISA technical sectors. ANVISA will provide the answer within 15 working days.
Ouvidoria / Ombuds Office
The Ombuds Office is the proper channel to report a situation and/or express complaints, suggestions, requests and compliments. An online form is available on their website and the answer can take up to 15 working days.
Audiências / Audience
A space called Parlatório is available for meetings between ANVISA and the community. Using the online form available on their website you can request a meeting with an specific area of ANVISA, informing the subject of the meeting. The request must be submitted at least 10 working days before the proposed meeting date. You also have the option of requesting an online Skype meeting.
Serviço de Informação ao Cidadão (SIC) / Citizen Information Service
Face-to-face service available at ANVISA’s headquarters, in Brasília, on weekdays from 8h to 18h, no previous appointment needed. Depending on the query, ANVISA might take up to 15 working days to provide the answer.
A Customer Satisfaction Survey is conducted by ANVISA every year in order to get feedback from citizens who attended the service and identify weak aspects and possible changes. The results are published on their website.
Contacting ANVISA in English and/or Spanish
There is an exclusive online form available on their website to receive queries in foreign languages – preferably Spanish or English.
Fale Conosco / Contact us
INMETRO provides five phone numbers in different Brazilian States: Rio de Janeiro, Rio Grande do Sul, Goiás and Brasília.
Perguntas Frequentes / FAQ
Available on their website list of frequently asked questions received through the Ombuds Office.
Ouvidoria / Ombuds Office
The Ombuds Office is the proper channel to report a situation and/or express complaints, suggestions, requests and compliments. The Office operates online through a government platform called Fala.BR.
There is also a contact number (0800 285 1818) available Monday to Friday, from 9h to 17h. Queries can also mailed or delivered to INMETRO’s office in Rio de Janeiro on weekdays from 8h to 17h.
Complaints can be sent by e-mail to firstname.lastname@example.org.
Carta de Serviços / Services Menu
INMETRO provides, for online consultation or download, a list of the services and activities performed by the Institute. Details concerning timeframes, reaching out to the Institute and standards defined by INMETRO are all presented in the document.
The online service channel is recommended to report a situation or express complaints, suggestions, requests and compliments. The access to the system, called FOCUS, requires previous user registration.
ANATEL Consumidor App can be used to report a situation and/or express complaints, suggestions, requests and compliments, through your phone or tablet. A FAQ section on the app can be checked for general queries. The app is available for Android, iOS and Windows Phone and can be downloaded on your App Store for free. The same username can be used for the App and online service.
A space called Sala do Cidadão (citizen room) is available in each capital city in Brazil to provide customer service for those who choose not to use the app, online service or phone. Check the addresses and open hours on their website.
ANATEL’s call center operates on weekdays from 8h to 20h, except from holidays. The phone number 1331 is available for those who wish to report a situation and for general queries.
Perguntas Frequentes / FAQ
Available on their website list of frequently asked questions.
Our team has the experience to work as link between you and all the Brazilian Regulatory Agencies and contacting the regulatory agencies is a key factor in sucessifully achieving the best results. In case you have any questions or comments, our team is more than willing to assist you.
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DOMO Salute Team