Complaints and suggestions

They are regulated in the Chapter IV of Royal Decree 951/2005, of 29 July, establishing the general framework for quality improvement in the General Administration of the State.

• The bodies and agencies of the AGE must determine the unit responsible for the management of complaints and suggestions in order to collect and process both the expressions of user dissatisfaction with the services and the initiatives to improve their quality. This unit must also provide citizens with answers to their complaints or suggestions, inform them of the actions taken and, where appropriate, of the measures taken.
• Regulation: Article 14 of Royal Decree.951/2005,of 29 July, establishing the general framework for quality improvement in the General Administration of the State.

• The location, within each organ or body, of the unit responsible for management will be signaled in a visible way and will be the most accessible for its location and use by users.
• Users will be able to make their complaints or suggestions in person, by postal mail and by telematic means. Complaints and suggestions submitted by e-mail or via the Internet must be signed with the electronic signature of the interested party.
• If the complaints or suggestions are made in person, the user will fill out and sign the form or register designed for this purpose by the body or agency to which they are addressed. Users may, if they so wish, be assisted by the responsible officials in formulating their complaint or suggestion. The Ministry of Territorial Policy will define the minimum content that must be included in these forms.
• When complaints and suggestions are made in the ways indicated in the previous sections, users will receive a record of their presentation through the medium they indicate.
• In order to identify the reasons for the complaints and suggestions and the aspects to which they relate, the complaints and suggestions shall be classified in such a way as to provide relevant information on the provision and improvement of the service. The classification will be adapted to the basic code structure that is determined for this purpose.
• Regulation: Art. 15 of Royal Decree 951/2005,of 29 July, establishing the general framework for quality improvement in the General Administration of the State.

• Once the complaint or suggestion has been received, the responsible unit will inform the interested party of the actions carried out within the time limit of 20 working days.
• The duration of this period may be suspend in the event that the data subject is required to do so within a period of 10 working days, Make the necessary clarifications for the correct processing of the complaint or suggestion.
• If, after the established period, he/she has not obtained any response from the Administration, the citizen can contact the General Inspection of Services of the relevant department to ascertain the reasons for the lack of reply and for the Inspectorate to propose, where appropriate, to the competent bodies the adoption of appropriate measures.
• Regulation: Article 16 of Royal Decree 951/2005, of 29 July, establishing the general framework for quality improvement in the General Administration of the State.

• The General Inspection of Services of each department will follow up on complaints and suggestions concerning the organs, units and bodies in its field, both central and peripheral.

• The General Inspectorate of Services of the Ministry of Territorial Policy shall monitor the complaints and suggestions of the peripheral services integrated in the Government Delegations and Sub-Delegations.

• For this purpose, the unit responsible will send to the General Inspection of Services of its respective ministry, in the month of January of each year, a global report of the complaints and suggestions received in the previous year, structured according to the classification and which will include a copy of the answers given to the complaints and suggestions.
• Regulation: Articles 17 and 18 of Royal Decree 951/2005,of 29 July, establishing the general framework for quality improvement in the General Administration of the State.

• The complaints made will not have, in any case, the qualification of administrative appeal nor its presentation will interrupt the deadlines established in the current regulations. These complaints do not in any way condition the exercise of the remaining actions or rights that, in accordance with the regulatory regulations of each procedure, may be exercised by those who consider themselves interested in the procedure.
• Regulation: Article 19 of Royal Decree 951/2005,of 29 July, establishing the general framework for quality improvement in the General Administration of the State.

La Guide provides methodological guidelines for the management of Complaints and Suggestions made by users of any public organization.