Users of Uber, iFood, and 99 will notice an immediate change in the apps after a new law mandates 24-hour support, visible support channels, an available phone number, and a direct link for complaints, suggestions, and incident reports throughout the use of the services.

Written by Caio Aviz

Published on 08/05/2026 at 17:46

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New municipal law obliges transport, delivery, and app-based service platforms to maintain 24-hour telephone and digital support, in addition to requiring visible access for complaints, suggestions, and incident reports directly within official apps and websites throughout the entire period of service use by users in the state of Salvador

A new municipal rule now requires 24-hour support from app companies operating in Salvador, including platforms such as Uber, iFood, and 99.

The measure was sanctioned by mayor Bruno Reis and published in the Official Municipal Gazette on Thursday, May 7, 2026, through Law No. 9.983/2026.

As a result, private companies offering app-based services must provide Customer Service, known as SAC, via telephone and/or online support.

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Law requires 24-hour SAC in apps

According to the text of the new legislation, support must operate 24 hours a day.

At the same time, companies must keep the telephone number and digital channels in an easily visible location.

This information must appear in the apps and also on the platforms’ official websites.

This way, users should find contact channels more easily while using the service.

***App-based delivery driver circulates in urban area as new law begins to require 24-hour support and visible user support channels.***

Digital channels will have to be visible

Also, according to the law sanctioned in Salvador, platforms must also provide a direct link for complaints, suggestions, or incident reports.

This access must be available throughout the entire period of service use.

Therefore, the rule aims to make support more accessible within the companies’ own apps and official channels.

In this regard, the requirement applies to private app-based platforms and cites services such as Uber, iFood, 99, and similar ones.

New obligation applies to app-based companies

According to the City of Salvador, the new law establishes a direct obligation for companies operating through apps in the Bahian capital.

As a result, these platforms must organize their support channels to comply with the continuous operation requirement.

The legislation also reinforces that contact methods must be visible to the consumer.

Thus, users will be able to locate telephone, online support, and incident report links without relying on external searches.

Continuous support changes the relationship with users

Now, transport, delivery, and app-based service companies will have to comply with the municipal regulation.

Although the text mentions Uber, iFood, and 99, the rule also applies to similar platforms operating in Salvador.

Thus, the law’s focus is on creating more direct, permanent, and accessible support.

After all, if the service works via app all day long, the support should also match that availability, shouldn’t it?

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