A plataforma consumidor.gov.br como mecanismo extrajudicial de composição de conflitos

• Ano de defesa: 2025
• Autor(a) principal: Ferreira, Julia da Costa
• Orientador(a): Valle, Vanice Regina Lírio do
• Banca de defesa: Valle, Vanice Regina Lírio do , Azevedo Neto, Platon Teixeira de , Santos, Marcelo Pereira dos
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de Goiás
• Programa de Pós-Graduação: Programa de Pós-graduação em Direito e Políticas Públicas (FD)
• Departamento: Faculdade de Direito - FD (RMG)
• País: Brasil
• Palavras-chave em Português: Conflito de consumo; Consumidor.gov.br; Método alternativo; Política Nacional das Relações de Consumo
• Palavras-chave em Inglês: Access to justice; Consumer protection; Extrajudicial dispute resolution; National Consumer Relations Policy
• Área do conhecimento CNPq: CIENCIAS SOCIAIS APLICADAS::DIREITO
• Link de acesso: https://repositorio.bc.ufg.br/tede/handle/tede/14604

The present research has as its object of study the Consumidor.gov.br platfor, established by Decree No. 8,573/2015 as an alternative system for resolving consumer disputes. It is therefore justified by the need to verify the suitability of the platform in resolving these conflicts. Given this scenario, the research problem consists of answering the following question: “Is the consumer.gov.br platform a suitable means for the extrajudicial resolution of consumer disputes in Brazil?”. In the search for possible answers to the problem raised, the general objective was outlined: to analyze the platform in the resolution of consumer disputes in Brazil, identifying its benefits and limitations as a mechanism of the National Policy of Consumer Relations, highlighting as specific objectives: to analyze the state of the art of the alternative method of dispute resolution, in its various nuances, studying its evolution from the perspective of access to justice, having as a time frame the Federal Constitution of 1988; to analyze the rate of dispute resolution; to analyze the profile of adhesion to the platform; to investigate user satisfaction with the results obtained; to examine; As a methodology, this predominantly quantitative, descriptive research involved an empirical study, with documentary research, through the analysis of documents and data provided by the National Consumer Secretariat, in order to perform an analysis for interpretation to support the research. It was concluded that the platform promotes advances in self-composition, but its full suitability depends on the improvement of qualitative metrics, greater transparency, digital inclusion and inter-institutional coordination to reduce large-scale litigation.