MTDFP logo
  • Castellano
  • Catalán
  • Galego
  • Euskara
  • Valencià
  • English
Initiation Ministry
Ministry Organigram
Organigram Minister for Digital Transformation and Civil Service State Secretariat for Digitization and Artificial Intelligence State Secretariat for Telecommunications and Digital Infrastructure State Secretariat for Civil Service Undersecretariat for Digital Transformation and Civil Service Legal Regulation
Data Protection Public participation in policy projects
Public participation in policy projects Prior public consultation Hearing and public information
Recovery, Transformation and Resilience Plan
Recovery, Transformation and Resilience Plan Instructions for communication Additional information Monitoring of the Plan
Home of Ministry Employment
Employment Labour Force Staff Officer
Digitalization and AI Telecommunications and Digital Infrastructures Civil Service
Civil Service The secretariat
The secretariat State Secretariat for Civil Service Director of the Cabinet of the Secretariat of State for Civil Service Public Service Newsletter Talent uptake Current situation
Civil Service
Civil Service Who we are Access to public employment Manage your professional life as a public employee Legal Regime Industrial Relations Collaboration bodies Central Personnel Register ISPA Space Local administration staff with national qualifications
Public Governance
Public Governance Director-General for Public Governance Administrative simplification and burden reduction Inspection of Services Attention to citizenship Quality in public administrations Transparency Open government Electronic registers and notifications Registration Assistance Offices
Incompatibility and conflict of interest
Incompatibility and conflict of interest Office for Conflicts of Interest Members of the Government and Senior Officials of the State Administration Incompatibilities of staff in the service of public administrations Senior compliance reports MASTERCLASS: Open Government Guide
Communication Contact us Info DANA
Info DANA Medidas adoptadas en relación con la DANA Cover of Info Dana
Initiation
  • Organigram
  • Data Protection
  • Public participation in policy projects
  • Recovery, Transformation and Resilience Plan
  • Home of Ministry
  • Employment
Digitalization and AI
Telecommunications and Digital Infrastructures
  • The secretariat
  • Civil Service
  • Public Governance
  • Incompatibility and conflict of interest
Communication
Contact us
  • Medidas adoptadas en relación con la DANA
  • Cover of Info Dana
texto

Guide to Managing Complaints and Suggestions (2013)

  • Guide to Demand Analysis and User Satisfaction Assessment Studies (2014 edition)
  • Model EFQM 2013
  • CAF 2013, the Common Evaluation Framework
  • CAF 2020
  • Guide to Managing Complaints and Suggestions (2013)
  • Interpretation Guide of the EFQM Model of Excellence 2010 for Public Administrations
  • CAF Education (2010)
  • CAF External Feedback Procedure (2009)
  • Guide to the Development of Letters of Services
  • Evaluation Guide. Model EVAM (2009)
  • Guide to Recognition of Excellence (2009)
  • CAF 2006
  • The Value of Excellence Recommendations for excellence in public value creation through the EFQM Model (2018).
  • Guidelines for Public Administration Quality, A Management Toolbox, Summary Version
  • Common Framework on Letters of Service in Spanish Public Administrations (2015)
  • Public services Quality Assessment Guide
  • Guide to the development and management of a letter of services in the Local Administration
  • Assessment Model Guide for Local Government
  1. Initiation
  2. Civil Service
  3. Public Governance
  4. Quality in public administrations
  5. Methodology and Guides

Guide to Managing Complaints and Suggestions (2013)

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.

Guide to the Management of Complaints and Suggestions (2013 edition)
  • Navigation guide
  • Map
  • Contact
  • Legal Note
  • Accessibility
  • Internal information system
  • Cookie Policy

© Ministry for Digital Transformation and the Civil Service

Cookie Policy

This website uses its own and third-party cookies to provide a better service. If you continue browsing we consider that you accept its use.

View cookies policy