MAJOR CONSUMER ACCIDENTS AND CUSTOMIZATION OF CONSENSUAL SOLUTIONS OF DISPUTES/OS GRANDES ACIDENTES DE CONSUMO E A CUSTOMIZACAO DAS SOLUCOES CONSENSUAIS PARA OS CONFLITOS

The study presents the experience of the Consumer Defense Nucleus of the Public Defender's Office of the State of Rio de Janeiro in the search for customized solutions to disputes resulting from major accidents affecting consumers, with the participation of the responsible companies and collaboration of various public and private actors, to construct consensual solutions based on identifying the real needs of the affected people. As seen, the guidelines observed in formulating consensual solutions give wide legitimacy to the method and assure the delivery of a rapid and effective response to the victims.