Consumidor consciente: o impacto na cultura de judicialização

Abstract

This case study aims to clarify how investments in information to empower consumers can be a means of reducing the culture of judicialization that permeates the field of energy law in the State of Pará, in order to realize the idea that with greater awareness and due instruction, there is a direct impact on the sector's struggles, aiming for a peaceful resolution and without moving the public machine. In this sense, how does the energy concessionaire act, through investments, to reduce the culture of judicialization and what is the impact for its consumers and for the judiciary? Initially, the Brazilian's feelings regarding the judiciary will be approached, in order to understand the profile of the population that enters the justice, as well as their motivation, understanding the core of the problem. In the background, the context will focus on the concession of electricity in the State of Pará, using the results referring to the efforts made by the company Centrais Elétricas do Pará S.A - CELPA in the computerization of its clients for conflict resolution. Finally, it is worth mentioning here how the establishment of councils of representatives duly instructed by the concessionaires through the subsidiary application of Law 13.460/17 and Article 6, III of the Consumer Protection Code can be an alternative to demystify and bring the population closer to the complex knowledge. involving the sector.