Telecommunication operators will be required to restrict calls originating from lines demonstrating excessive network use for a period of fifteen days, according to a directive issued by the National Telecommunications Agency (Anatel). This measure will affect all numbers associated with the owner's CPF or CNPJ.
The objective of this regulation is to mitigate the large volume of automated calls that cause inconvenience to consumers and which can compromise the proper functioning of the networks. It is important to note that, even during the blocking period, the user will maintain the ability to receive calls normally.
The restriction will be triggered when the user exceeds one of the stipulated daily limits and, simultaneously, at least 85% of these calls are classified as short. Unanswered calls, those directed to voicemail, or those with a maximum duration of six seconds fall into this category.
When an infraction is identified, the operator has ten days to notify the owner. After this notice, it will have an additional five days to implement the block. The communication sent must detail the number of recorded calls, the proportion of short calls, and the exact start and end dates of the restriction.
During the fifteen-day restriction, the owner is unable to make calls through the affected numbers and also cannot activate new lines. However, receiving calls remains active, and the operator has the right to charge the full service fee.
If the owner considers the block unjustified, they can request a review through a form, committing not to repeat the conduct. This request may be denied if it is not made by the owner or their legal representative, if it is incomplete, or in case of recurrence.
The rule also establishes exceptions for public bodies and entities exercising their competent functions, as well as for service providers in the areas of health, public security, and civil defense.
This determination is based on Provisional Measure 1.396/2026, which addresses topics such as authentication, identification, and the blocking of messages and calls on telecommunication networks. This legislation authorizes Anatel to specify procedures and define extra criteria aimed at consumer protection.
Additionally, the dispatch imposes on operators the obligation to provide a free online tool for users to check the owner of certain numbers. In the context of business lines, this query must present, at a minimum, the corporate name and CNPJ, although personal data cannot be exposed.
With the implementation of these new rules, operators will need to identify cases that fit the criteria for abusive use and strictly comply with the notification and blocking deadlines defined by the regulatory agency.