Post on 07-Feb-2018
7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
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YDKGYML ILOL] KGAGYOLBjfj Lfdkdhg mj Klhtrl` Dhtjrhl
GZMD]LYJ[ LFDKDHG MJ KLH]YL@ DH]JYHL
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LFDKDHG MJ KLH]YL@ DH]JYHLILOL] M.K.
BZ@DL MJ 9>7=
DHFLYAJ MJ JVG@ZGKDH G @G G]JHKDH
MJ WZJBG[, YJK@GAL[ T [ZOJYJHKDG[ JH
@G [JKYJ]GYG OJHJYG@
^JYLML2 7 MJ JHJYL G ;> MJ BZHDL MJ 9>7=
7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
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7. Libjtdvl ................................................................................................................ ;
9. G`kghkj ................................................................................................................ ;
;. Krdtjrdls mj jvg`ugkdh ......................................................................................... ;
=. Yjsu`tgmls mj g jvg`ugkdh ................................................................................ =
=.7. Gh`dsds mj `ls rjqujrdadjhtls rjkdidmls jh `g [jkrjtgrg Ojhjrg` mj `gG`kg`mg Agylr mj Ilolt .................................................................................... =
=.9. ]dpls mj rjqujrdadjhtls rjdtjrgtdvls murghtj j` prdajr sjajstrj jh `g[jkrjtgrg Ojhjrg` .............................................................................................. 3
:. Lplrtuhdmgm jh `g gtjhkdh mj `ls rjqujrdadjhtls ............................................... 4
6. ]rgtgadjhtl mj sl`dkdtumjs kdumgmghgs rjkdidmgs g trgvs mj` [dstjag Dhtjorgmlpgrg `g Ojstdh mj Klrrjsplhmjhkdg y Grkcdvl Fsdkl Mlkuajhtg` [DOG..... 79
Klhk`usdlhjs ............................................................................................................ 74
Yjklajhmgkdlhjs .................................................................................................... 99
7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
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7. LIBJ]DVL
Vjrdfdkgr j` trgtgadjhtl mj `gs qujbgs, rjk`gals, suojrjhkdgs y sl`dkdtumjs mj
dhflragkdh quj `ls kdumgmghls y mjas pgrtjs dhtjrjsgmgs flrau`gh g `g [jkrjtgrgOjhjrg` mj `g G`kg`mg Agylr mj Ilolt M.K.
9. G@KGHK J
Wujbgs, suojrjhkdgs y rjk`gals rjkdidmls jh `g [jkrjtgrg Ojhjrg` murghtj j` pjrlmlklaprjhmdml jhtrj j` 7 mj jhjrl g` ;> mj buhdl mj 9>7=.
;. KYD]JYDL[ MJ JVG@ZGKDH
@jy 7=?= mj 9>77, Grtku`l ?6, j` kug` jstgi`jkj quj2 @g Lfdkdhg mj Klhtrl`Dhtjrhl mjijr vdod `gr quj g gtjhkdh sj prjstj mj gkujrml k lh gs hlrags`jog`js vdojhtjs y rjhmdr g `g Gmadhdstrgkdh mj `g jhtdmgm uh dhflrajsjajstrg` slirj j` pgrtdku`gr.
Mjkrjtl ;?7 mj 9>7>, "^lr j` kug` sj jstgi`jkjh `dhjgadjhtls pgrg prjsjrvgr yflrtg`jkjr `g trghspgrjhkdg y pgrg `g prjvjhkdh mj `g klrrupkdh jh `gsJhtdmgmjs y Lroghdsals mj` Mdstrdtl Kgpdtg`", jstgi`jkj jh j` Grtku`l ;, `dtjrg`;) J` rjodstrl mj `g tltg` dmgm m j `gs qu jbgs, rjk`gal s, suojrjhkdgs ysl` dk d tumjs m j dhflragkdh quj rjkdig kgmg Jht dmgm, plr `ls md fjrjhtjs
kghg`js, jh j` [dstjag Mdstr d tg` mj Wujbgs y [l`u kdlh js
Kdrku`gr 73 mj 9>>4[jkrjtgrg Ojhjrg` mj `g G`kg`mg Agylr mj Ilolt
DHFLYAJ MJ JVG@ZGKDH G @G G]JHKDH
MJ WZJBG[, YJK@GAL[ T [ZOJYJHKDG[ JH
@G [JKYJ]GYG OJHJYG@
^JYLML2 7 MJ JHJYL G ;> MJ BZHDL MJ 9>7=
7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
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=
^rlkjmdadjhtl Gtjhkdh mj sl`dkdtumjs kdumgmghgs kmdol 99799>>-^Y-947vjrsdh >9.
=. YJ[Z@]GML[ MJ @G JVG@ZGKDH
Mj gkujrml klh `ls rjplrtjs jadtdmls g trgvs mj` [dstjag Mdstrdtg` mj Wujbgs y[l`ukdlhjs - [MW[, gp`dkgtdvl mdsjgml pgrg rjodstrgr y cgkjr sjoudadjhtl g `gsqujbgs, rjk`gals, suojrjhkdgs, sl`dkdtumjs mj dhflragkdh, klhsu`tgs, sl`dkdtumjs mjklpdg, mjrjkcls mj pjtdkdh y mjhuhkdgs plr gktls mj klrrupkdh ghtj kug`qudjrJhtdmgm mj` Mdstrdtl, `g [jkrjtgrg Ojhjrg` rjkdid uh tltg` mj 7.:4: rjqujrdadjhtlsmurghtj j` prdajr sjajstrj mj 9>7=.
G klhtdhugkdh sj prjsjhtgh `ls rjsu`tgmls mj `g dhflragkdh litjhdmg g trgvs mj `ls
rjplrtjs mj` [MW[2
=.7. GH @ D[D[ MJ @L [ YJW ZJY DA DJ H] L[ YJ KDID ML [ JH @G[JKYJ]GYG OJHJYG@ MJ @G G@KG@MG AGTLY MJ ILOL]
=.7.7 YJWZJYDADJH]L[ YJKDIDML[ ^LY AJ[
Mj klhflradmgm klh j` rjplrtj mj` [MW[, sj lisjrvg quj j` ajs mj Buhdl rjodstrg `gagylr kghtdmgm mj rjqujrdadjhtls rjkdidmls, jqudvg`jhtjs g` 73,69% (94?) mj` tltg`
rjkdidml murghtj j` prdajr sjajstrj (7.:4:), sjoudml mj `ls ajsjs mj agyl klh uh73,;?% (94;) y fjirjrl klh uh 73,79% (934).
AJ[ Hl. MJYJWZJYDADJH]L[
JHJYL 997
FJIJYL 934
AGYRL 9=;
GIYD@ 9:9
AGTL 94;
BZHDL 94?]L]G@ YJWZJYDADJH]L[^YDAJY [JAJ[]YJ
7.:4:
7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
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:
=.7.9 YJWZJYDADJH]L[ YJKDIDML[ ^LY KGHG@J[
[j lisjrvg, quj j` kghg` jskrdtl js j` ajmdl quj as utd`dzg `g kdumgmghg klh uhplrkjhtgbj mj` :4,9:% (4=:) mj` tltg` mj rjqujrdadjhtls rjkdidmls murghtj j` prdajrsjajstrj g trgvs mj` [MW[, sjoudml mj` kghg` tj`jfhdkl klh j` 7;,36% (997) yplstjrdlrajhtj, j` j-agd` klh uhg pgrtdkdpgkdh mj` 7;,6?% (973) mj` tltg` mjrjqujrdadjhtls.
KGHG@J[ ]L]G@ YJWZJYDADJH]L[
Jskrdtl 4=:
]j`flhl 997
J-Agd` 973
_ji 77;
^rjsjhkdg` 34
Iuzh 3
Yjmjs [lkdg`js (]wdtjr, Fgkjille) 7
]ltg` ojhjrg` 7:4:
7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
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6
=.7.; YJWZJYDADJH]L[ YJKDIDML[ ^LY MJ^JHMJHKDG
MJ^JHMJHKDGKGH]DMGM MJ
YJWZJYDADJH]L[
[uimdrjkkdh mj Ojstdh Mlkuajhtg`. ===Lfdkdhg mj G`tg Klhsjbjrg pgrg ls Mjrjkcls mj @gs Vktdags, g^gz y `g Y. 93:[ui. mj Dhspjkkdh, Vdod`ghkdg y Klhtrl` mj jrs. Burmdkgs sdhhdal mj @ukrl 9:9@hjg mj [jrvdkdl g` Kdumgmghl 73:[jkrjtgrg rdvgmg 4;[uimdrjkkdh mj Kg`dmgm mj` [jrvdkdl =3Mdrjkkdh Mdstrdtg` mj Gsuhtls Mdskdp`dhgrdls ;4Mdrjkkdh Burmdkg Mdstrdtg` ;9[upjrkgmj Kgm ;9[uimdrjkkdh Mdstrdtg` mj Jstumdls j Dhflratdkg Burmdkg ;7Yjkguml 99[uimdrjkkdh mj ]g`jhtl Cuaghl 7:[uimdrjkkdh Lpjrgtdvg 7;
[upjrkgmj [uig 7>G`tg Klhsjbjrg Mdstrdtg` mj ]jkhl`logs mj Dhflragkdh yKlauhdkgkdlhjs - ]dk 4[uimdrjkkdh Mdstrdtg` mj Mlktrdhg y Gsuhtls Hlragtdvls 3[uimdrjkkdh mj Daprjhtg Mdstrdtg` 3[uimdrjkkdh mj Klhtrgtgkdh ?[upjr Kgmj 9> mj Bu`dl 6Mdrjkkdh Mdstrdtg` mj Mjsgrrl``l Dhstdtukdlhg` 6[uimdrjkkdh Mdstrdtg` mj Mjfjhsg Bumdkdg` y ^rjvjhkdh mj`Mgl Ghtdburmdkl :Kgmj [ghtg Cj`jhdtg =Mdrjkkdh Grkcdvl mj Ilolt ;Kgmj Flhtdih ;Kgmj ]lijrdh ;Kgmj [jrvdtg ;
[upjrkgmj Gardkgs ;[upjrkgmj Alvd`dmgm ;Mdrjkkdh mj Ojstdh Klrplrgtdvg ;[upjrkgmj Ilsg ;[upjrkgmj Kg``j 7; 9[uimdrjkkdh mj Jstumdls 9Lfdkdhg Gsjslrg Mj ^`ghjgkdh 9Lfdkdhg mj Klauhdkgkdlhjs 9Idjhjstgr mj` ^jrslhg` 7Mdrjkkdh Mdstrdtg` mj [jrvdkdl g` Kdumgmghl 7Kgmj ]uhg` 7[uisjkrjtgrg Ojhjrg` 7Kgmj Ilsg 7[uimdrjkkdh mj [joudadjhtl g `g Ojstdh mj Dhspjkkdh,Vdod`ghkdg y Klhtrl` 7Kgmj Vdrtug` 7[uimdrjkkdh Gmadhdstrgtdvg 7Kgmj Auz 7]ltg` Ojhjrg` 7:4:
7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
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Mj gkujrml klh `g orfdkg ghtjrdlr, sj lisjrvg quj `g [uimdrjkkdh mj OjstdhMlkuajhtg`, rjkdid j` 9?,3=% (===) mj` tltg` mj rjqujrdadjhtls rjodstrgmls g trgvsmj` [MW[, mj `ls kug`js =;4 klrrjsplhmjh g` [uit
jag Gtjhmjr [l`dkdtum mj ^jrmh
[dai`dkg - @jy mj Bustdkdg y ^gz. Klhtdhg, `g Lfdkdhg G`tg Klhsjbjrg pgrg `lsMjrjkcls mj `gs Vktdags, `g ^gz y `g Yjklhkd`dgkdh klh uhg pgrtdkdpgkdh mj` 7?,3?%(93:), plstjrdlrajhtj, `g [uimdrjkkdh mj Dhspjkkdh, vdod`ghkdg y klhtrl` mj ^jrslhgsBurmdkgs sdh hdal mj @ukrl klh j` 7:,3>% (9:9) y `g @hjg mj [jrvdkdl g` Kdumgmghl77,6>% (73:).
=.7.= ]D^L MJ YJWZJYDADJH]L
J` tdpl mj rjqujrdadjhtl as rjprjsjhtgtdvl murghtj j` prdajr sjajstrj mj 9>7=, fuj^jtdkdh mj dhtjrs pgrtdku`gr, klh j` :?,>:% (47>) mj` tltg` mj rjqujrdadjhtlsrjkdidmls g trgvs mj` [MW[, sjoudml mj` Yjk`gal klh j` 79,>=% (749), qujbg klh j`7>,;=% (76:) y sl`dkdtum mj dhflragkdh klh j` 4,=>% (7:>).
]D^L MJ YJWZJYDADJH]LKGH]DMGM MJ
YJWZJYDADJH]L[
^jtdkdh mj Dhtjrs ^grtdku`gr 47>
Yjk`gal 749
Wujbg 76:
[l`dkdtum mj Dhflragkdh 7:>
Fj`dkdtgkdlhjs 63
^jtdkdh mj Dhtjrs Ojhjrg` :4
[uojrjhkdg ;3
[l`dkdtum mj Klpdg ?
Mjhuhkdgs plr Klrrupkdh 9
Klhsu`tg 9
Aghdfjstgkdlhjs 7
Yjkursl mj Yjklhsdmjrgkdh 7]ltg` Ojhjrg` 7:4:
7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
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3
=.9. ]D^L[ MJ YJWZJYDADJH]L[ YJD]JYG]DVL[ MZYGH]J J@^YDAJY [JAJ[]YJ JH @G [JKYJ]GYG OJHJYG@
Mj gkujrml klh j` rjplrtj mj` [MW[, j` tdpl mj rjqujrdadjhtl rjdtjrgtdvl murghtj j`prdajr sjajstrj fuj j` mj ^jtdkdh mj Dhtjrs ^grtdku`gr, g trgvs mj` suitjag Gtjhmjr sl`dkdtum mj pjrmh sdai`dkg - @jy mj bustdkdg y pgz klh uh tltg` mj =;4rjqujrdadjhtls, `ls kug`js slh gtjhmdmls mj klhflradmgm klh `ls `dhjgadjhtlsmjfdhdmls jh j` ^rlkjmdadjhtl Gtjhmjr sl`dkdtum mj pjrmh sdai`dkg - @jy mj bustdkdg ypgz kmdol 99776>>-^Y->:?, quj cgkj pgrtj mj` ^rlkjsl Ojstdh Mlkuajhtg`Dhtjrhg.
^lstjrdlrajhtj, j` suitjag2 Gsdstjhkdg y rjpgrgkdh dhtjorg` g `gs vktdags mj`
klhf`dktl gragml, lkupg j` sjouhml `uogr klh 7=? rjqujrdadjhtls rjodstrgmls jh j`[MW[.
7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
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4
:. L^LY]ZHDMGM JH @G G]JHKDH MJ @L[ YJWZJYDADJH]L[
Mj klhflradmgm klh j` rjplrtj ojhjrgml g trgvs mj` [MW[, klh fjkcg mj klrtj j` 7=mj bu`dl mj 9>7=, mj `gs 7.:4: sl`dkdtumjs kdumgmghgs rjkdidmgs murghtj j` prdajrsjajstrj jh `g [jkrjtgrg Ojhjrg`, sj jhkujhtrgh 93: pjhmdjhtjs plr vjrdfdkgr clbg mjrutg plr pgrtj mj `g [uimdrjkkdh mj Kg`dmgm mj` [jrvdkdl, quj gmadhdstrg j` gp`dkgtdvl[MW[, tjhdjhml jh kujhtg quj klrrjsplhmjh g rjqujrdadjhtls rjkcgzgmls lrjk`gsdfdkgmls quj sj jhkujhtrgh mdrjkkdlhgmls g ltrgs jhtdmgmjs mdstrdtg`js, prdvgmgsy/l hgkdlhg`js y sj jhkujhtrgh pjhmdjhtjs mj kdjrrj.
Mj gkujrml klh `l ghtjrdlr, sj rjg`dzg j` gh`dsds mj `g lplrtuhdmgm jh `g gtjhkdh mj`ls rjqujrdadjhtls slirj 7.;7> sl`dkdtumjs kdumgmghgs, lisjrvhmlsj quj j` 37%
(7.>:4) sj gtjhmdjrlh l sj jhkujhtrgh jh tradtj mjhtrl mj `ls tradhls jstgi`jkdmlsjh j` Grtku`l 7= mj `g @jy 7=;? mj 9>77, ^lr `g kug` sj jxpdmj j` Kmdol mj^rlkjmdadjhtl Gmadhdstrgtdvl y mj `l Klhtjhkdlsl Gmadhdstrgtdvl. Klh rj`gkdh g` 74%rjstghtj (9:7), sj gtjhmdjrlh jh tdjapl jxtjaplrhjl gs2
G` vjrdfdkgr `ls rjqujrdadjhtls klh agylr hajrl mj mgs vjhkdmls sj lisjrv `lsdoudjhtj2
Hajrl mjYjqujrdadjhtls
Mgs vjhkdmls
743 7-4 mgs=; 7> -;> mgs
3 ;7-:> mgs
9 :7-?> mgs
7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
10/23
7
HZAJYL-
YJWZJYDADJH]L JH]DMGM-CDBG KGHG@ [ZI]JAG
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77>34=6 Yjkguml ^rjsjhkdg` [jrvdkdl Jhtdmgm Ighkgrdg7;/>7/9>7= 7=/>7/9>7= Yjk`gal
73/>:/9>7=?>
77>?=?: Yjkguml ]j jflhl [jrvdkdl Jht dmgm Ighkgrdg>4/>7/9>7= >4/>7/9>7= Yjk`gal
>6/>:/9>7=6=
779>93= Yjkguml ]j`flhl Clrgrdls >;/>9/9>7= >;/>9/9>7= Yjk`gal >6/>:/9>7= =?
779=7?? Yjkguml ]j flhl [jrvdkdl Jht dmgm Ighkgrdg7>/>9/9>7= 77/>9/9>7= Yjk`gal
>6/>:/9>7==9
779=;77 Yjkguml _ji [jrvdkdl Jhtdmgm Ighkgrdg7>/>9/9>7=
7>/>9/9>7=Yjk`gal
>6/>:/9>7==9
779>=?:Idjhjstgr Mj`
^jrslhg` _ji Vjjmurgs Kdumgmghgs >;/>9/9>7= >=/>9/9>7=
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=>
77;>34?Mdrjkkdh Mj Ojstdh
Klrplrgtdvg _ji
Mdrjkkdh Mj Ojstdh
Klrplrgtdvg 74/>9/9>7= 9>/>9/9>7= Yjk gal >?/>:/9>7=
;677;366> Yjkguml ]j jflhl Vdod ghkdg y [jourdmgm >;/>;/9>7= >=/>;/9>7=Yjk`gal 73/>:/9>7= ;:
77;7339 Yjkguml ]j flhl [jrvdkdl Jht dmgm Ighkgrdg9>/>9/9>7=
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77?=7=9[uimdrjkkdlh Mj
Ojstdlh Mlkuajhtg`. Jskrdtl
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Mj `g orfdkg ghtjrdlr, sj klhk`uyj quj2
[j jvdmjhkdg quj j` ?>% mj `ls 7> rjqujrdadjhtls quj prjsjhtgh agylr hajrl
mj mgs mj alrg jh `g rjspujstg jfjktugmg g` kdumgmghl, klrrjsplhmjh grjk`gals mj` sjrvdkdl mj Yjkguml rj`gkdlhgml klh j` gsuhtl l suitjag[jrvdkdl jhtdmgm Ighkgrdg.
Mj gkujrml klh `l jvdmjhkdgml jh `gs rjspujstgs jfjktugmgs pgrg mgr sl`ukdhg `ls rjk`gals rj`gkdlhgmls klh j` sjrvdkdl mj Yjkguml, sj lisjrvg quj uhgvjz sj rjkdij j` rjqujrdadjhtl, `g [uimdrjkkdh Lpjrgtdvg mj `g MdrjkkdhMdstrdtg` mj [jrvdkdl g` Kdumgmghl sl`dkdtg dhflraj g `ls mdrjktlrjs y g `lsrjsplhsgi`js mj mdkcls puhtls mj gtjhkdh, klh j` fdh mj dhmgogr slirj `gsdtugkdh prjsjhtgmg, kuyg mjalrg jh `g rjspujstg gfjktg `g lplrtuhdmgm jh `gsl`ukdh mj` rjqujrdadjhtl. ^lr `l tghtl, sj rjkladjhmg rjg`dzgr gkkdlhjs
pjrtdhjhtjs klh j` pjrslhg` rjsplhsgi`j mj `ls puhtls mj gtjhkdh mj Yjkgumlpgrg mgr trgtgadjhtl lplrtuhl g `g sl`dkdtum kdumgmghg.
7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
11/23
7
J` Yjqujrdadjhtl Hl. 779>=?: rj`gkdlhgml jh j` [uitjag VjjmurgsKdumgmghgs y tdpl mj rjqujrdadjhtl ^jtdkdh mj dhtjrs ojhjrg`, klrrjsplhmj guhg pjtdkdh mj dhtjrs pgrtdku`gr rj`gkdlhgmg klh sl`dkdtum mj jap`jl. @l kug`jvdmjhkdg, quj sj jhkujhtrg k`gsdfdkgml mj aghjrg dhklrrjktg tghtl jh j`suitjag klal jh j` tdpl mj rjqujrdadjhtl.
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7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
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7
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7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
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7
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7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
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7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
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7. [j lisjrvg quj `g [jkrjtgrg Ojhjrg` kujhtg klh j` ^rlkjsl [dstjag Mdstrdtg`
mj Wujbgs y [l`ukdlhjs, dhtjorgml plr `lssdoudjhtjs prlkjmdadjhtls, aghug`jsy oug2
@ls ajhkdlhgmls mlkuajhtls dapgrtjh `dhjgadjhtls pgrg j` trgtgadjhtl mj `gssl`dkdtumjs mj `g kdumgmghg (qujbgs, rjk`gals, suojrjhkdgs, sl`dkdtumjs mjdhflragkdh, klhsu`tgs, sl`dkdtumjs mj klpdg, mjrjkcls mj pjtdkdh y mjhuhkdgsplr gktls mj klrrupkdh) rjkdidmgs jh `g Jhtdmgm. [dh jaigrol, js hjkjsgrdlgktug`dzgr j` hlralorgag, klhmdkdlhjs ojhjrg`js y rjvdsgr `gs gktdvdmgmjs,tjhdjhml jh kujhtg `gs hujvgs mdrjktrdkjs mj `g Jhtdmgm, jh jspjkdg`, j` Mjkrjtl74? mj 9>7=, ^lr ajmdl mj` kug` sj gmlptg `g ^l`tdkg ^i`dkg Mdstrdtg` mj[jrvdkdl g `g Kdumgmghg jh `g kdumgm mj Ilolt M.K., j` sjrvdkdl wji jhtrj j`[MW[ y j` [DOG y j` hujvl gp`dkgtdvl [MW[.
Mlkuajhtl Kmdol VjrsdhFjkcg
^ui`dkgkdh
^rlkjmdadjhtl Gmadhdstrgkdh mj` Gp`dkgtdvl [dstjag
Mdstrdtg` mj Wujbgs y [l`ukdlhjs99799>>-^Y-9:= >: >9/>?/9>7=
^rlkjmdadjhtl Gtjhkdh mj [l`dkdtumjs Kdumgmghgs 99799>>-^Y-947 >9 96/79/9>7;
^rlkjmdadjhtl Mdrjkkdlhgadjhtl mj [l`dkdtumjs
Kdumgmghgs [MW[
99799>>-^Y-94> >7 99/>?/9>7;
^rlkjmdadjhtl [joudadjhtl gtjhkdh mj sl`dkdtumjs
kdumgmghgs99799>>-^Y->;= >3 99/>?/9>7;
Aghug` mj Lpjrgkdh mj` [dstjag Mdstrdtg` mj Wujbgs y
[l`ukdlhjs99799>>-AG->>; >; >7/7>/9>79
Aghug` mj` usugrdl mj` [dstjag Mdstrdtg` mj Wujbgs y
[l`ukdlhjs99799>>-AG->>= >; >7/7>/9>79
Oug pgrg `g jvg`ugkdh mj `g kg`dmgm y kg`dmjz mj `gs
rjspujstgs jadtdmgs g `gs pjtdkdlhjs kdumgmghgs y
aghjbl mj` gp`dkgtdvl [MW[
99799>>-O[->97 >= 99/>?/9>7;
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9. [j jvdmjhkdgh gkkdlhjs quj klhtrdiuyjh g `g ajblrg jh j` ^rlkjsl [dstjagMdstrdtg` mj Wujbgs y [l`ukdlhjs, jh kuap`dadjhtl g` Mjkrjtl >74 mj 9>79, js
mjkdr, sj suprdadjrlh y rjflragrlh tradtjs y prlkjmdadjhtls dhhjkjsgrdls, klhj` fdh mj fgkd`dtgr y irdhmgr ajblrjs sjrvdkdls g `g kdumgmghg. Mj doug` aghjrg, sjjvdmjhkdgrlh ajblrgs jh j` ^rlkjsl, jh klhklrmghkdg klh `ls cg``gzolsjstgi`jkdmls jh `gs gumdtlrgs rjg`dzgmgs plr `g Lfdkdhg mj Klhtrl` Dhtjrhl.
;. [j jvdmjhkdg kuap`dadjhtl mj `l jstgi`jkdml jh j` grtku`l ?6 mj `g @jy 7=?= mj9>77, rj`gkdlhgml klh j` jspgkdl jh `g podhg wji pgrg quj `ls kdumgmghlsprjsjhtjh sl`dkdtumjs mj dhflragkdh, qujbgs, rjk`gals, suojrjhkdgs,fj`dkdtgkdlhjs, sl`dkdtumjs mj klpdg, klhsu`tgs, mjrjkcls mj pjtdkdh y mjhuhkdgsplr gktls mj klrrupkdh, g` kug` sj pujmj gkkjmjr g trgvs mj` sdoudjhtj `dhecttps2//www.smqsiloltg.olv.kl/smqs/dhmjx.bsp.
=. @g [jkrjtgrg Ojhjrg` kujhtg klh uhg lfdkdhg mlhmj `g kdumgmghg pujmjrjodstrgr sus sl`dkdtumjs mj dhflragkdh, qujbgs, rjk`gals, suojrjhkdgs,fj`dkdtgkdlhjs, sl`dkdtumjs mj klpdg, klhsu`tgs, mjrjkcls mj pjtdkdh y mjhuhkdgsplr gktls mj klrrupkdh, uidkgmg jh j` Jmdfdkdl @dvghl Kgrrjrg 3 Hl. 7>-6:^rdajr ^dsl, jh kuap`dadjhtl g `ls Grt. 3 mj `g @jy 7=;? mj 9>77.
:. @g [jkrjtgrg Ojhjrg` jh kuap`dadjhtl mj `ls `dhjgadjhtls jstgi`jkdmls jh j`Mjkrjtl 96=7 mj 9>79, flrau` j` ^`gh Ghtdklrrupkdh 9>7=, ajmdghtj j` kug`jhtrj ltrgs gkkdlhjs, sj jstgi`jkjh gktdvdmgmjs jhkgadhgmgs g ajblrgr `ggtjhkdh g `gs sl`dkdtumjs mj `g kdumgmghg.
6. Mghml kuap`dadjhtl g` Mjkrjtl ;?7 mj 9>7>, `g Mdrjkkdh Mdstrdtg` mj [jrvdkdl g`Kdumgmghl prjsjhtg g `g [jkrjtgrdg Ojhjrg` dhflraj ajhsug` mj `lsrjqujrdadjhtls rjodstrgmls jh j` [dstjag Mdstrdtg` mj Wujbgs y [l`ukdlhjs[MW[, j` kug` js pui`dkgml jh `g podhg wji mj `g Jhtdmgm pgrg klhlkdadjhtlmj `g kdumgmghg, tjhdjhml jh kujhtg j` prdhkdpdl mj `g trghspgrjhkdg.
?. Mj gkujrml klh `g aujstrg sj`jkkdlhgmg, j` 37% mj `gs sl`dkdtumjs kdumgmghgssj jsth gtjhmdjhml mjhtrl mj `ls tradhls jstgi`jkdmls jh j` Grtku`l 7= mj `g@jy 7=;? mj 9>77, ^lr `g kug` sj jxpdmj j` Kmdol mj ^rlkjmdadjhtl
Gmadhdstrgtdvl y mj `l Klhtjhkdlsl Gmadhdstrgtdvl. [dh jaigrol, js hjkjsgrdldap`jajhtgr gkkdlhjs pgrg gtjhmjr `g tltg`dmgm mj rjqujrdadjhtls rjkdidmls jh`g Jhtdmgm, mghml kuap`dadjhtl g `g ajhkdlhgmg @jy, gs klal tgaidh, g `lskrdtjrdls mj lplrtuhdmgm, klcjrjhkdg, k`grdmgm y kg`dmjz, mjfdhdmls plr `g Jhtdmgm.
https://www.sdqsbogota.gov.co/sdqs/index.jsphttps://www.sdqsbogota.gov.co/sdqs/index.jsphttps://www.sdqsbogota.gov.co/sdqs/index.jsp7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014
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3. Mj klhflradmgm klh j` gh`dsds rjg`dzgml g `ls rjqujrdadjhtls rjkdidmls mj` 7.mj jhjrl g` ;> mj buhdl mj 9>7=, sj lisjrvg quj j` kghg` l ajmdl mj rjkjpkdhas utd`dzgml plr `g kdumgmghg js j` jskrdtl, klh uh plrkjhtgbj mj` :4,9:%(4=:) mj` tltg` mj rjqujrdadjhtls rjkdidmls (7.:4:).
4. [j jvdmjhkdg quj `g [uimdrjkkdh mj Kg`dmgm mj [jrvdkdl rjg`dzg ajhsug`ajhtjsjoudadjhtl g `g gtjhkdh mj `ls rjqujrdadjhtls rjkdidmls jh `g [jkrjtgrgOjhjrg`, klh j` fdh mj quj `gs mjpjhmjhkdgs dap`jajhtjh gkkdlhjs qujpjradtgh mgr sl`ukdh mjfdhdtdvg g `ls rjqujrdadjhtls. Hl listghtj, j` hdkl^rlkjsl quj tdjhj mlkuajhtgmg uhg gkkdh js j` ^rlkjsl Dhspjkkdh,vdod`ghkdg y klhtrl` mj `gs Jhtdmgmjs [dh hdal mj @ukrl.
7> @g [jkrjtgrg Ojhjrg` suskrdid j` Klhtrgtl mj Klhsu`tlrg Hl. ;67 klh `g fdragZ.]. HJ][LF] plr vg`lr mj $=39.>6=.>>>, klh j` fdh mj klhtrgtgr j` mdsjl,mjsgrrl``l, dap`jajhtgkdh y pujstg jh prlmukkdh mj uh [dstjag mjDhflragkdh pgrg `g gmadhdstrgkdh, rjodstrl, gtjhkdh, sjoudadjhtl y klhtrl` mj`gs pjtdkdlhjs, qujbgs, rjk`gals, sl`dkdtumjs mj dhflragkdh y suojrjhkdgs qujrjkdigh `gs Jhtdmgmjs mj` Mdstrdtl Kgpdtg`, plr `ls mdfjrjhtjs kghg`js, j` kug` sjtdjhj prjvdstl jhtrgr jh prlmukkdh g pgrtdr mj` ajs mj golstl mj 9>7=.
77 Mj gkujrml klh j` rjplrtj mj` [MW[, sj jhkujhtrgh rjodstrgmls 93rjqujrdadjhtls ajmdghtj j` [uitjag Vjjmurgs Kdumgmghgs, g` vjrdfdkgr `ls
gsuhtls, sj lisjrvg quj jh su agylrg klrrjsplhmjh g pjtdkdlhjs mj dhtjrspgrtdku`gr, plr `l tghtl, sj sl`dkdtg mdvu`ogr j` ^rlkjmda djhtl Gtjhkdh mj[l`dkdtumjs Kdumgmghgs, j` kug` sjg`g quj sj mjij vjrdfdkgr sd `g sl`dkdtumprlvdjhj mj uhg vjjmurg kdumgmghg ghtjs mj rjodstrgr`g jh mdkcl [uitjag.
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YJKLAJHMGKDLHJ[
7. Gktug`dzgr `ls mlkuajhtls quj cgkjh pgrtj mj` ^rlkjsl [dstjag Mdstrdtg` mjWujbgs y [l`ukdlhjs, tjhdjhml jh kujhtg `ls hujvls `dhjgadjhtls y kgaidls
jfjktugmls jh `g Jhtdmgm.
9. Mj gkujrml klh `l jstgi`jkdml jh `ls prlkjmdadjhtls Klhtrl` mj ^rlmuktl y/lsjrvdkdl hl klhflraj kmdol 997>777-^Y->>= y Gkkdlhjs klrrjktdvgs,prjvjhtdvgs y mj ajblrg kmdol 997>777-^Y->>:, mlkuajhtgr hlklhflradmgmjs g `ls prlkjsls quj hl mjh trgtgadjhtl lplrtuhl g `gs sl`dkdtumjsmj `g kdumgmghg, gs klal tgaidh, gquj``ls quj hl kuap`gh klh `ls krdtjrdlsmjfdhdmls jh `g Jhtdmgm, mj gkujrml klh j` sjoudadjhtl rjg`dzgml plr `g
[uimdrjkkdh mj Kg`dmgm mj` [jrvdkdl g `g kg`dmgm mj `gs rjspujstgs.
;. Ku`adhgr `ls p`ghjs mj ajblrgadjhtl flrau`gmls klh lkgsdh mj `gs Gumdtlrgsdhtjrhgs g` ^rlkjsl [dstjag Mdstrdtg` mj` Wujbgs y [l`ukdlhjs.
=. Zhg vjz sj gprujij j` mjkrjtl quj almdfdkgr j` Grt. ;, huajrg` ; mj` Mjkrjtl;?7/9>7>, rj`gkdlhgml klh `g gk`grgkdh g `gs sl`dkdtumjs quj sj mjijh vdhku`grjh j` gp`dkgtdvl [MW[, sj sl`dkdtg rjg`dzgr `g rjspjktdvg mdvu`ogkdh g tlmg `gjhtdmgm. @g ajhkdlhgmg almdfdkgkdh mj` Mjkrjtl sj jhkujhtrg mlkuajhtgmgmjhtrl mj `ls p`ghjs mj ajblrgadjhtl ajmdghtj `ls kug`js sj jst mghmltrgtgadjhtl g `g lisjrvgkdh Hl. 4 mj `g Gumdtlrg Dhtjrhg rjg`dzgmg jh j` 9>79 y
`g lisjrvgkdh Hl. 9 mj `g Gumdtlrg Dhtjrhg mj `g vdojhkdg 9>7;.
:. Klhtdhugr klh `gs blrhgmgs mj kgpgkdtgkdh g `ls sjrvdmlrjs mj `g [uimdrjkkdhmj Ojstdh Mlkuajhtg` rjsplhsgi`js mj rjodstrgr `g klrrjsplhmjhkdg qujdhorjsg g `g Jhtdmgm g trgvs mj` [dstjag Dhtjorgml pgrg `g ojstdh mjklrrjsplhmjhkdg y grkcdvl fsdkl mlkuajhtg` [DOG, klh j` fdh mj mdrjkkdlhgrklrrjktgajhtj `gs sl`dkdtumjs mj `g kdumgmghg (qujbgs, rjk`gals, suojrjhkdgs,sl`dkdtumjs mj dhflragkdh, klhsu`tgs, sl`dkdtumjs mj klpdg, mjrjkcls mj pjtdkdhy mjhuhkdgs plr gktls mj klrrupkdh) g` [MW[.
6. Klhtdhugr klh `gs kgpgkdtgkdlhjs g `ls sjrvdmlrjs rjsplhsgi`js mj `g gtjhkdh
mj sl`dkdtumjs kdumgmghgs, jh j` aghjbl mj` hujvl gp`dkgtdvl [MW[.
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?. Jstgi`jkjr gkkdlhjs klh `ls jhtjs klrrjsplhmdjhtjs pgrg mdsplhjr mj uh rjplrtjquj klhtjhog `gs vjjmurgs kdumgmghgs quj sj jhkujhtrgh rjodstrgmgs ygktug`dzgr`l pjrdmdkgajhtj.
Klal rjsu`tgml mj `g jvg`ugkdh rjg`dzgmg g `g gtjhkdh mj `gs sl`dkdtumjs mj `gkdumgmghg murghtj j` prdajr sjajstrj mj 9>7=, `g [uimdrjkkdh mj Kg`dmgm mj`[jrvdkdl Mdrjkkdh Mdstrdtg` mj [jrvdkdl g` Kdumgmghl mjijr rjg`dzgr p`ghjs mjajblrgadjhtl quj klhtrdiuygh klh j` trgtgadjhtl mj `gs lisjrvgkdlhjs yrjklajhmgkdlhjs, g `ls kug`js `g Lfdkdhg mj Klhtrl` Dhtjrhl rjg`dzgr sjoudadjhtl.