Complaints and Suggestions - Electronic Office

Chapter IV of the RD 951/2005, of 29 July which establishes the general framework for the improvement of quality in the General State Administration, includes the program of complaints and suggestions, in which it is established that the organs and bodies of the General State Administration must offer citizens means to present complaints and suggestions to them.

Purpose

• Through this procedure, the complaints, initiatives and/or suggestions that citizens deem appropriate on the functioning of the Units of the Ministry may be presented.
• The complaints formulated will in no case have the qualification of administrative appeal nor its presentation will paralyse the deadlines established in the current regulations.
• The presentation of a complaint does not condition, in any way, the exercise of the remaining actions or rights that, in accordance with the regulations of each procedure, those who appear in it as interested parties may exercise.

  Who can present it

  • All citizens who consider it appropriate, by filling in the form to that effect, or through a letter that expresses the complaint or suggestion, to register their dissatisfaction with the services provided and also of the initiatives or suggestions that they deem appropriate for the improvement of the services competence of the Department.

    Responsible Unit

    • The Unit affected by the complaint or suggestion.

    Deadline for reply

    • The affected Unit must inform the citizen within 20 days, prior to the clarifications it deems appropriate to obtain from it, of the actions carried out and the measures, where appropriate, adopted. If no reply has been received after the deadline, the interested party may contact the General Inspection of Services, or the corresponding Sector (Service Inspections of the National Institute of Social Security, of the General Treasury of Social Security, of the Social Institute of the Navy) in order to know the reasons that have given rise to the lack of contli/>

      Forms of presentation

      • Face-to-face or by postal mail (without digital certificate).
      • Telematics (with digital certificate).

      face-to-face or by postal mail

      be able to obtain the required number of copies of this form in person or by post, by filling in the form of complaints and suggestions that can be downloaded on this page (for later presentation in person or by post), being also available in the General Registers and auxiliary of reception or exit of documents and, in any case, in the offices of information and attention to the citizen, both in Central and Peripheral Services of the Department.
      • Form Presentation of Complaints and Suggestions

      Via telematics (with digital certificate)

      • Through the Central Electronic Headquarters of the Ministry, accessing the procedure: Complaints and Suggestions.
      • For matters related to Social Security to the Electronic Headquarters of these Agencies:
      • Electronic Headquarters Social security> You will be asked to identify and digitally sign your content in accordance with the requirements established for access to the Electronic Office.
      • If in the form you choose as a means of reply the postal mail or email, the Unit responsible for management and responding to the complaint, will respond by the chosen means.