Rules and transparency
1.5% of franchise networks have an active account on consumidor.gov.br
Networks in the observatory's universe with an active account attributed in the list of participants of the public platform
See the full table (4 rows)
| Network size band | Networks | With an active account | Share |
|---|---|---|---|
| 100 or more active CNPJs | 136 | 8 | 5.9% |
| 30 to 99 active CNPJs | 367 | 10 | 2.7% |
| Fewer than 30 or no published count | 1,652 | 15 | 0.9% |
| Observatory universe | 2,155 | 33 | 1.5% |
Status of the networks on the platform2,155 networks in the universe, complaints from November 2025 to October 2026 and list of participants read on November 8, 2026
| Status | Networks | Share |
|---|---|---|
| Active account attributed with high confidence | 33 | 1.5% |
| Deactivated account or attribution without high confidence | 5 | 0.2% |
| Not in the list of participants or in the complaints database | 2,117 | 98.2% |
| Observatory universe | 2,155 | 100.0% |
Customer service in attributed accounts and on the platformMedians among accounts with 30 or more closed complaints from November 2025 to October 2026, and weighted average for the platform
| Subset | Accounts | Response rate | Average response time | Resolution rate | Average rating |
|---|---|---|---|---|---|
| Accounts attributed to the networks (median) | 25 | 98.7% | 7.0 days | 83.1% | 2.65 |
| Platform companies with 30 or more complaints (median) | 1,157 | 97.3% | 6.8 days | 80.3% | 2.20 |
| Entire platform (weighted average) | 1,874 | 95.2% | 6.2 days | 81.1% | 2.40 |
The consumidor.gov.br platform is the public channel for resolving consumer disputes maintained by the Secretaria Nacional do Consumidor (Senacon, the national consumer secretariat), and a company's participation in it is voluntary. Between November 2025 and October 2026, the platform recorded 4,087,688 closed complaints against 1,874 companies, and the public list of participants included 2,049 companies on November 8, 2026, 1,946 of them active.
Of the 2,155 franchise networks in the observatory's universe, all searched in the complaints database and in the list of participants, with a review of each name found, 33 have an active account attributed with high confidence, equivalent to 1.5%, and 2,117 do not appear in either source. The share grows with network size and reaches 5.9% among the 136 networks with 100 or more active CNPJs (Brazilian company registry) with the brand in the trade name, compared with 2.7% among those with 30 to 99 and 0.9% among the rest.
Accounts on the platform are held by company, not by network. The 35 attributed accounts with complaints in the period add up to 48,592 complaints, 92.7% of them in accounts of companies that also sell online, through direct sales or in company-owned units, and fewer than five accounts correspond only to the franchised operation, so the figure describes the companies that own the brands. Among attributed accounts with 30 or more complaints, the median response rate was 98.7%, compared with 97.3% among all companies on the platform with the same minimum, and the data for each account appear in the network profile.
How we calculate
We read the twelve monthly open data files of consumidor.gov.br from November 2025 to October 2026, which contain one row per closed complaint, aggregated them by supplier and matched the result with the public list of participating companies, read on November 8, 2026. The March 2026 file is the version republished by the platform on October 19, 2026, and the October 2026 file, published with a different header and field encoding, was converted to the layout of the previous months without any change in content. Each of the 2,155 networks was searched in the database and in the list by name, by the expression used in the count of Receita Federal (the federal tax authority), by website domain, by group and by published legal name, and each name found was reviewed. Only high-confidence attributions, with no namesake, are included.
The size bands use the number of active CNPJs with the brand in the trade name published in the network profile, reference month October 2026, and networks without a profile containing that figure fall into the band of fewer than 30. Response rate, average response time and resolution rate follow the formulas in the platform's data dictionary, and the comparison of customer service uses the median among accounts with 30 or more complaints, so that no high-volume account determines the result. Version 2.0, dated October 30, 2026, covered October 2025 to September 2026, checked 650 networks and highlighted the ten networks with the most active CNPJs, named in the text. Version 3.0 checks the entire universe and publishes only aggregates, with no network names. The files of previous versions remain available in the Open data section.
What this figure does not show
- The name search may not find a franchisor registered under a legal name or trade name different from the brand, and the number of networks with an account should be read as a floor.
- Participation in consumidor.gov.br is voluntary, so absence from the platform does not constitute an irregularity or indicate inferior customer service.
- The number of active CNPJs counts establishments with the brand in the trade name, not units. Namesakes are included, units with another name are left out, and a network's band may differ from the one obtained by another size criterion.
- Most of the attributed complaints are in accounts of companies with other sales channels, and the largest account concentrates 36.0% of them, so the sum of complaints does not describe franchising as a whole and is not published by scope.
- Complaints directed at franchisees with their own CNPJ may fall outside the franchisor's account, and the customer service indicators describe behavior in the public channel, not the company's total customer service.
- The list of participants is a snapshot as of the reading date, and a company's account may change after it.
Frequently asked questions
How many franchise networks are on consumidor.gov.br?
Of the 2,155 franchise networks checked by the Franquias em Dados observatory, 33 have an active account attributed in the list of participants of consumidor.gov.br (the federal platform for consumer complaints) read on November 8, 2026, which corresponds to 1.5%.
Do the largest franchise networks participate more in consumidor.gov.br?
Yes, generally through the account of the company that owns the brand, which also sells online, through direct sales or in company-owned units. Among the 136 networks with 100 or more active CNPJs (Brazilian company registry) with the brand in the trade name, 8 (5.9%) have an active account on consumidor.gov.br (the federal platform for consumer complaints), compared with 2.7% among networks with 30 to 99 CNPJs and 0.9% among smaller networks or those with no published count. Of the 35 attributed accounts with complaints in the period, fewer than five correspond only to the franchised operation, and 92.7% of the complaints are in accounts of companies with those other sales channels.
Is it irregular not to be on consumidor.gov.br?
No. Participation in consumidor.gov.br (the federal platform for consumer complaints) is voluntary, and no rule makes it mandatory. Many networks maintain their own customer service channels, and some of them operate through franchisees with an independent CNPJ (Brazilian company registry).
What are the average customer service figures on consumidor.gov.br?
From November 2025 to October 2026, the 1,874 companies with closed complaints on consumidor.gov.br (the federal platform for consumer complaints) had a response rate of 95.2%, an average response time of 6.2 days, an average rating of 2.40 and a resolution rate of 81%.
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Networks included in this indicator
Each network has its own profile, in Portuguese, with what official sources record about it and what the network itself declares.
Rules and transparencyOther indicators in the same group
Maintained by Marktech, which serves franchise networks and franchises. The brands cited belong to their owners and are mentioned here only to identify the network the data refers to.