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Contact Us
Contact us through our different channels
Raízen
CUSTOMER SERVICE
CUSTOMER SERVICE is the channel that seeks to provide quality service. It is intended for consumers seeking to clarify doubts, make complaints, or request services.
Business hours: 8:00 a.m. to 5:00 p.m.
Brazilian toll free: 0-800-728-1616
Ombudsman
Ombudsman is a channel for consumers who have not had their demands completely solved by Customer Service. Through this channel, you can register your suggestion, criticism, or complaint. So, always have the protocol number given on the first call on-hand.
Business hours: 8:00 a.m. to 5:00 p.m.
Brazilian toll free: 0-800-728-0010
Anti-Fraud Policy
Raízen values the security and integrity of each of our business partners.
If you have any doubts about the authenticity of documents, information, or business proposals made on behalf of Raízen, we recommend that, before proceeding with any negotiation, confirmation, or signature, you contact us at compliancemonitoramento@raizen.com
FREQUENTLY ASKED QUESTIONS
Find the answers to your questions about Raízen.
ANTIFRAUD AND SCAMS Learn how to protect yourself
On this page, we have gathered important information to help you recognize attempted fraud, understand the difference between fraud and scams, and learn about the most common practices used by criminals. We also explain how to act and protect yourself to ensure a safe experience when contacting us or using our official channels.
Qual é a diferença entre fraude e golpe?
Official Raízen emails always use the @raizen.com domain. Therefore, any email that does not contain this domain may be considered fake. Always check the sender’s full address, not just the visible display name. If the email uses the @raizen.com domain but still raises suspicion, do not click on links or open attachments. In this case, contact Raízen directly through official channels to confirm the authenticity of the message before taking any action.
No. Raízen does not carry out direct sales through social media such as Facebook, Instagram, or WhatsApp. Offers with very low prices or promises of immediate delivery on these platforms are generally scam attempts.
Be suspicious of offers with a sense of urgency or prices far below market value. Before proceeding with any negotiation, verify whether the contact was made through official email accounts and whether the communication channel is listed on our website.
We reinforce that Raízen does not engage in active prospecting and that the only official commercial channel for sugar-related negotiations is the email: sugarethanol@raizen.com.
When replying to the email, check the “To” field.
Do not share any sensitive information. We ask that you save the message exchanges, emails, screenshots, or related files and send them to our exclusive reporting channel at the email ComplianceMonitoramento@raizen.com. This helps the risk team investigate and take the necessary measures to assist you quickly.
FRAUD
Any deliberate action intended to obtain undue advantage through deception, manipulation, or intentional omission of information. It is typically associated with the violation of rules, policies, or laws, and may cause financial losses, compromise sensitive data, or generate undue liabilities for third parties.
Unlike direct scams, fraud often occurs without personal contact with the victim and is carried out through the manipulation of systems, technologies, or internal processes. Common examples include unauthorized use of credentials, document tampering, unauthorized access, and interference in automated processes to obtain illicit benefits
SCAM
A scam can be defined as a criminal practice based on manipulation and deception techniques, in which the perpetrator induces the victim to provide personal information, make payments, or take actions that result in losses. Unlike fraud, in a scam, the victim acts voluntarily, even if under a false sense of safety or benefit.
Unlike fraud, which tends to be more structured and involves manipulation of processes or systems, a scam happens in real time, with strong urgency or trust appeal, leading the victim to make rushed decisions. It often involves direct contact by phone, email, messaging apps, or social media.
Common scams and how to avoid them
BE ALERT
Raízen values the safety and integrity of every partner in our business network.
If you have any doubts about the authenticity of documents, information, or commercial proposals in the name of Raízen, we recommend that, before proceeding with any negotiation, confirmation, or signature, you contact us at compliancemonitoramento@raizen.com.
