If your own telecom provider keeps calling to offer a plan, bundle, or upgrade, current Anatel rules provide three complementary routes: record your preference not to receive telemarketing, use the sector-wide blocking platform, and, if the calls continue, file a complaint with a protocol number. The key is to turn a verbal refusal into a documented, verifiable preference.
What the provider must allow
Article 43 of the General Regulation on Consumer Rights for Telecommunications Services (RGC), approved by Anatel Resolution No. 765/2023, requires advertising or offer calls to be made only during business hours, in a reasonable number for each consumer, and with proper handling of complaints about unwanted calls. Anatel summarizes these rules on its page about advertising calls.
In addition, the service contract — including digital contracts — must contain a clause allowing the consumer to choose not to receive telemarketing calls from the contracted provider. Providers must also publicize the platforms available for recording that choice and may not make advertising calls to numbers that have opted out through those platforms. The regulation is available in Anatel Resolution No. 765/2023.
The rule refers to “business hours” and a “reasonable number” of calls, without setting a universal daily call limit in this consumer guidance. That is why documenting frequency and call times is especially useful when the problem is excessive or persistent contact.
Checklist to stop offers from your own provider
- Check the preference in your contract or customer account. Look for the option concerning telemarketing calls. If it is set to allow them, switch it to do not receive and keep a screenshot, email, or other proof of the change.
- Register the number with Não Me Perturbe. Anatel adopted Não Me Perturbe as the sector-wide platform for opting out of advertising calls. The platform itself states that the block may take up to 30 days from the request to become effective.
- Ask the provider directly to block marketing calls. Use an official service channel and clearly state that you do not want to receive commercial offers by phone. Ask for and keep the protocol number. According to Anatel's service guidance, every service interaction must generate a protocol that can be used to track the request.
- Record any calls that continue. Note the date, time, displayed number, and, when possible, keep screenshots of the call history. This helps show that contact occurred after you opted out.
What Não Me Perturbe blocks — and what may remain outside its scope
Não Me Perturbe is aimed at telemarketing calls offering telecommunications products or services. Anatel's guidance on abusive calls explains that the block does not apply to certain contacts, such as data confirmation, fraud prevention, collections, and retention related to portability requests. Receiving one of those contacts therefore does not, by itself, show that the telemarketing block was violated.
It is also important to distinguish a legitimate offer from the provider from a call that merely uses the company's name. If you are unsure who is calling, end the call and contact the provider through an official channel before sharing information or accepting an offer.
When to file a complaint
A formal complaint is appropriate when the provider keeps making offers despite your recorded preference, when calls persist after the block activation period on Não Me Perturbe, or when the frequency appears inconsistent with the requirements of a reasonable number of calls and business-hour contact.
- First, complain to the provider. State that you have already opted out of telemarketing, ask for the record to be corrected, and keep the protocol number.
- If that does not solve it, contact the provider's ombudsman. Anatel advises consumers to use the ombudsman after the standard service channels when the issue remains unresolved.
- Then use Anatel Consumidor. On the File a Complaint page, the Agency instructs consumers to have the provider and ombudsman protocol numbers. Once a complaint is filed with Anatel, it is forwarded to the provider, which has ten calendar days to respond. If the handling remains inadequate, the consumer may reopen the complaint once.
- Also use the Não Me Perturbe complaint channel when appropriate. The platform offers complaint options for cases such as continued unwanted calls, excessive call volume, or inappropriate calling hours.
What evidence to keep
| Situation | What to keep | Why it helps |
|---|---|---|
| Preference changed in the contract or app | Screenshot, email, or confirmation | Shows the date when you recorded that you do not want to receive offers |
| Não Me Perturbe registration | Confirmation and request date | Lets you check whether the up-to-30-day activation period has passed |
| New offer call | Date, time, displayed number, and call history | Documents continued contact after the block |
| Contact with the provider | Protocol number and response received | Shows that the provider was notified and supports escalation to the ombudsman or Anatel |
What to expect from the block
The goal is to stop advertising calls and commercial offers from the provider, not every possible communication between the company and the customer. The most reliable approach is therefore to combine the contract preference, Não Me Perturbe registration, and service protocols. If offers continue after those steps, your records give you a stronger basis for a complaint than relying only on memory or on a refusal made during a phone call.
