Reasons and responses:

an examination of consumer demands in the small claims court of Ponte Nova, MG (2013-2018)

Abstract

This article examined the judicialization of consumer relationships in the city of Ponte Nova, MG, with the aim of profiling the litigated actions in that jurisdiction. In order to assess the reasons that led to judicialization during the study period, an analysis of the history of Brazilian consumer law and its guiding principles was conducted. Additionally, an empirical quantitative research was carried out by employing a structured questionnaire applied to the identified judicial proceedings. Subsequently, the data obtained was analyzed using a specifically configured Excel spreadsheet for this study, incorporating the "pivot table" tool, which facilitated data analysis through graphs, charts, and tables. The results revealed that, in the majority of cases, customers sought resolution of their issues through the customer service channels provided by companies. The most common complaint found in the analyzed records was product defects, and the most demanded product in these legal actions was the cell phone.