Complaints and suggestions

In the event of any unjustified delay/non-compliance with unjustified deadlines, neglect or any other kind of irregular action in the operation of the administrative units, citizens may file a complaint.

If a person has any suggestion to improve the quality of services, increase the performance or saving of public expenditure, simplify procedures or eliminate unnecessary procedures or any other measure, he or she may pass it on to the bodies, authorities or official personnel with responsibility for the matter.

You can also offer congratulations on the service provided.

If you require information on matters pertaining to the Ministry, access the following link to formulate your consultation.

Citizen Care - Ministry of Inclusion, Social Security and Migration (inclusion.gob.es)

Through this procedure, the complaints, suggestions and/or congratulations that citizens deem appropriate on the functioning of the Units of the Ministry may be presented.

The complaints made will not in any case have the qualification of administrative appeal nor will their filing paralyse the deadlines established in the current regulations.

The filing of a complaint does not in any way condition the exercise of the remaining actions or rights that, in accordance with the regulatory regulations of each procedure, those who appear in it as interested parties may exercise.

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

The affected Unit must inform the citizen within 20 working 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 by the deadline, the person concerned may contact the General Inspectorate of Services, or the relevant Sector (Service Inspectorates of the National Institute of Social Security, the General Treasury of Social Security, the Social Institute of the Navy) in order to know the reasons for the lack of reply and to demand the appropriate responsibilities.

If any clarification is required to the complaint or suggestion, the time limit is interrupted until the interested party answers the requested clarification.

• Via telematics (with digital certificate).
• Face-to-face or by postal mail (without digital certificate).
• Anonymous complaints and suggestions will not be answered, although they may be taken into account for internal purposes.

• Through the Central Electronic Headquarters of the Ministry, accessing the Complaints, suggestions and congratulations procedure.
• For matters related to the National Institute of Social Security (INSS) to the electronic headquarters Electronic Headquarters Social Security
• For matters related to the General Treasury of Social Security (TGSS) to the electronic headquarters Electronic Headquarters Social Security
• For matters related to the Social Institute of the Navy (ISM) to the electronic headquarters Electronic Headquarters Social Security
• You can submit complaints, suggestions and congratulations electronically by completing the form accessed from this page. You will be required to identify and digitally sign your content in accordance with the established requirements for access to the Electronic Headquarters.
• 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.

• Filling in the form of complaints and suggestions that can be downloaded on this page (for later presentation in person or by postal mail), being also available in the General Registries and auxiliaries 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. Check the registration offices
• Making a letter signed by the interested party, stating the object of their complaint, suggestion or congratulations, where their name and surname will be recorded, telephone, address, and, where appropriate, email address to be able to send their response, if indicated.
• Both the form and the writing can be filed in any public registry or citizen care office.
• In the form that is included in this section, once pressed, you can obtain as many blank copies as you deem appropriate for subsequent filling manually or write the required data and then obtain the desired number of copies (it is recommended to obtain two copies so that one of them is sealed in the presentation office).