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Price Adjustments Only After 12 Months of Contract and Service Cut Only 15 Days After Notification: Changes Apply to Mobile, Internet, TV, and Landline.
The Anatel Changed the Rules for Mobile and Internet Plans, and the new regulations have been in effect since September 1, 2025. The goal is to provide more predictability to consumers and reinforce their rights against telecommunications companies. Now, price adjustments can only be applied after 12 months of contract and service suspension for non-payment only occurs 15 days after formal notification.
The measures, which also affect landline telephony and pay TV, are part of the update of the General Regulations of Consumer Rights for Telecommunications Services (RGC). According to the agency, the changes were designed to prevent surprises on the bill and protect customers from practices deemed abusive.
Price Adjustment Only After 12 Months
One of the main innovations is the definition of a minimum period for increasing monthly fees. Previously, operators applied adjustments without clarity, generating complaints. Now, the increase can only occur after 12 months of contracting.
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This adjustment can be made on the anniversary date of the contract or on a single base date defined by the operator for all customers. In addition, Anatel determined that the information must be clear and highlighted in the contract to avoid unexpected charges.
Cut for Non-payment Will Have a Longer Deadline
In the case of payment delays, operators can only suspend services 15 days after formal notification to the consumer. Even during the suspension, the customer will have access to emergency calls and contact channels with the operator.
Full cancellation can only occur after 60 days of delay, always with prior notice. The agency also opened the possibility of keeping part of the service active upon proportional payment, preventing the complete exclusion of the user who regularizes part of the debt.
Customer Service, Protocols, and Refunds
Anatel also reinforced transparency rules in customer service. Every interaction with the operator must generate a protocol sent via email within 1 day, and complaints must be resolved within 7 calendar days.
Consumers will also have digital access, without consuming their quota, to the billing history for the last 6 months and service records. In cases of undue charges, the customer can contest amounts within 3 years, with the right to a double refund plus interest and correction.
Additionally, failures or service interruptions require companies to offer proportional reimbursement.
End of Tied Selling and Automatic Renewal
Another relevant point is the prohibition of tied selling — a practice where the hiring of one service depended on subscribing to another. The automatic renewal of contracts with loyalty is also prohibited without the express consent of the consumer.
Operators must inform 30 days before the end of the contract about any migrations to new plans, ensuring time for the customer to evaluate the conditions and decide.
Do you think these changes from Anatel will really balance the relationship between consumers and operators? Or will companies find new ways to increase prices? Share your opinion in the comments — we want to hear your experience with mobile and internet plans.
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