{"id":28502,"date":"2023-02-01T13:26:59","date_gmt":"2023-02-01T11:26:59","guid":{"rendered":"https:\/\/www.sindicaturabarcelona.cat\/el-procediment-duna-queixa\/"},"modified":"2025-12-04T13:07:48","modified_gmt":"2025-12-04T11:07:48","slug":"queixes","status":"publish","type":"page","link":"https:\/\/www.sindicaturabarcelona.cat\/en\/queixes\/","title":{"rendered":"Making a complaint"},"content":{"rendered":"\n<div class=\"wp-block-columns are-vertically-aligned-center wrap is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<h2 class=\"wp-block-heading nomargin\">When can I file a complaint?<\/h2>\n\n\n\n<p>You&nbsp;can file a complaint if:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You believe that&nbsp;<strong>Barcelona City Council and\/or its affiliated entities<\/strong>&nbsp;(<a href=\"https:\/\/ajuntament.barcelona.cat\/transparencia\/ca\/entitats-municipals-en-lambit-de-la-transparencia\" target=\"_blank\" rel=\"noreferrer noopener\">you can check which ones here<\/a>) <strong>have violated your fundamental rights<\/strong>, &nbsp;that is, if the complaint relates to municipal services. If it concerns <strong>other public administrations<\/strong>, it must be submitted <strong>through the appropriate channels<\/strong>*.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>You have<\/strong>&nbsp;<strong>previously submitted a claim&nbsp;to the relevant department or service<\/strong> and have not received a response or solution, or &nbsp;you believe that the response lacks sufficient justification. This also applies in cases of&nbsp;errors or arbitrary application of legalregulations.<\/li>\n<\/ul>\n\n\n\n<p>All information submitted to the&nbsp;<strong>Ombudsman\u2019s Office<\/strong>&nbsp;is&nbsp;treated as&nbsp;<strong>confidential<\/strong>, unless there is an explicit waiver by the complainant.<\/p>\n\n\n\n<p>*If the issue concerns the&nbsp;<strong>Catalan regional administration<\/strong>, contact the&nbsp;<a href=\"https:\/\/www.sindic.cat\/en\/page.asp?id=65\" target=\"_blank\" rel=\"noreferrer noopener\">Sindicatura de Greuges de Catalunya<\/a>.<br>If it concerns the&nbsp;<strong>Spanish central administration<\/strong>, contact the&nbsp;<a href=\"https:\/\/www.defensordelpueblo.es\/en\/\" target=\"_blank\" rel=\"noreferrer noopener\">Defensor del Pueblo<\/a>.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<div class=\"wp-block-group form_queixa\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" src=\"https:\/\/www.sindicaturabarcelona.cat\/wp-content\/uploads\/ico_form_queixa.svg\" alt=\"\" class=\"wp-image-28630\"\/><\/figure>\n<\/div>\n\n\n<p><a href=\"https:\/\/www.sindicaturabarcelona.cat\/queixes\/index_en.php\">Online complaint form<\/a><\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group  queixa_intro\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-text-align-left wrap\">The procedure of a complaint<\/h2>\n\n\n\n<p class=\"has-text-align-center wrap\">The Ombudsman\u2019s Office acts at the request of any natural or legal person who files a complaint. It can also act ex-officio when it considers that a case needs investigating in order to defend the rights of citizens.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group queixa_ciutadana\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-image size-full ico_apartat\"><img decoding=\"async\" src=\"https:\/\/www.sindicaturabarcelona.cat\/wp-content\/uploads\/ico_queixa2.svg\" alt=\"\" class=\"wp-image-18139\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Citizen Complaint Process<\/h3>\n\n\n\n<div class=\"wp-block-group grid_queixa\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h4 class=\"wp-block-heading\">Admitted for Processing<\/h4>\n\n\n\n<p>When a complaint is submitted, the Ombudsman\u2019s Office initiates an investigation and supervises the relevant municipal activity. It requests documentation from the competent authority and, if appropriate, may initiate an alternative conflict resolution process between the citizen and the municipal administration. Once the investigation is complete, the Ombudsman issues a resolution and makes recommendations to the City Council. The Office then monitors the implementation of these recommendations and may activate further conflict resolution mechanisms to ensure a municipal response.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h4 class=\"wp-block-heading\">Technical and Legal Advice<\/h4>\n\n\n\n<p>If the citizen has not first contacted the City Council, or if the matter falls outside the Ombudsman\u2019s jurisdiction, the Office may take one of the following actions: provide technical and legal guidance, engage directly with the competent authorities (possibly through alternative dispute resolution), or refer the case to the appropriate public or private body.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h4 class=\"wp-block-heading\">Not Admitted for Processing<\/h4>\n\n\n\n<p>According to the Ombudsman\u2019s regulations, the following complaints will not be processed: those unrelated to municipal administration, those pending judicial resolution, those concerning events that occurred more than one year ago, anonymous complaints, or those found to be submitted in bad faith, lacking foundation, or without a clear claim. Complaints that may harm the legitimate interests of a third party are also excluded.<\/p>\n<\/div><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group actuacio_ofici\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-image size-full ico_apartat\"><img decoding=\"async\" src=\"https:\/\/www.sindicaturabarcelona.cat\/wp-content\/uploads\/ico_file.svg\" alt=\"\" class=\"wp-image-18142\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Official Performance<\/h3>\n\n\n\n<div class=\"wp-block-group alignwide grid_ofici\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-image is-resized\"><img decoding=\"async\" src=\"https:\/\/www.sindicaturabarcelona.cat\/wp-content\/uploads\/ico_ofici1.svg\" alt=\"\" class=\"wp-image-18146\" style=\"width:80px;height:80px\"\/><\/figure>\n\n\n\n<p><strong>Detection of a matter of general interest<\/strong> affecting citizens&#8217; fundamental rights and freedoms.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-image is-resized\"><img decoding=\"async\" src=\"https:\/\/www.sindicaturabarcelona.cat\/wp-content\/uploads\/ico_ofici2.svg\" alt=\"\" class=\"wp-image-18149\" style=\"width:80px;height:80px\"\/><\/figure>\n\n\n\n<p><strong>An investigation and oversight process is initiated regarding the specific issue, focusing on municipal actions<\/strong>. Relevant information is requested from the City Council and analyzed. If deemed appropriate, alternative conflict resolution measures may be carried out.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-image is-resized\"><img decoding=\"async\" src=\"https:\/\/www.sindicaturabarcelona.cat\/wp-content\/uploads\/ico_ofici3.svg\" alt=\"\" class=\"wp-image-18152\" style=\"width:80px;height:80px\"\/><\/figure>\n\n\n\n<p><strong>A final resolution is issued by the Ombudsman&#8217;s Office, which may include recommendations to the City Council.<\/strong> The Ombudsman&#8217;s Office then monitors the implementation of these recommendations to ensure improvements in municipal performance.<\/p>\n<\/div><\/div>\n\n\n\n<p><\/p>\n<\/div><\/div>\n\n\n\n<p><\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>When can I file a complaint? You&nbsp;can file a complaint if: All information submitted to the&nbsp;Ombudsman\u2019s Office&nbsp;is&nbsp;treated as&nbsp;confidential, unless there is an explicit waiver by the complainant. *If the issue [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":28647,"parent":0,"menu_order":29,"comment_status":"closed","ping_status":"closed","template":"page-full-width.php","meta":{"_acf_changed":false,"footnotes":""},"drets":[],"class_list":["post-28502","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Making a complaint - Sindicatura de Greuges de Barcelona<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.sindicaturabarcelona.cat\/en\/queixes\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Making a complaint - Sindicatura de Greuges de Barcelona\" \/>\n<meta property=\"og:description\" content=\"When can I file a complaint? 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