This Guide aims to provide methodological guidelines for the management of complaints and suggestions made by users of any public organization.

For this reason, it does not have a prescriptive vocation but is orientative and is aimed at all types of public administrations, even when it contains elements of the regulations applicable to their management in the field of the General State Administration (AGE).

Complaints and suggestions constitute active mechanisms of citizen participation of great importance for public administrations, such as manifestations of users of the services in relation to the lack of satisfaction of their expectations or proposals for improvement in the way in which these services are provided. Both provide valuable feedback that must be used to improve, on the one hand, user satisfaction and, on the other, the internal processes that lead to the provision of public services.