Requests, complaints and claims

For ICYE COLOMBIA it is important to meet your requirements, requests for information or documents, qualify a service, propose improvement actions (Political Constitution of Colombia and Law 1755 of 2015).

1.Concepts

• What is a petition? It is a request made on behalf of oneself, a proxy, representative or entity to request the recognition of a right, the provision of a service, request information, documents or copies, make inquiries and obtain a timely and substantive response.
• What is a complaint? It is the manifestation of disagreement, dissatisfaction or dissatisfaction when receiving inadequate attention from a public servant.
• What is a complaint? It is the demand before the absence or improper provision of a service or the lack of attention to a request.
• What is a suggestion? It is the manifestation of a proposal to raise a change or improvement of a service, procedure or process.
• What is a congratulation or thank you? It is the manifestation of positive or gratitude for the service or management of the entity.
• What is a tutela action? It is a mechanism that allows any person to go before judicial authorities to request immediate protection of a fundamental right that may be violated by action or omission.

2. How to file?

VIRTUAL

• Entity’s web page (https://www.icyecolombia.com)
• E-mail (icyecol@icyecolombia.com)
• WhatsApp (+57 310 734 6918)

TELEPHONE

• Line 310 734 6918.

PRESENT

• Written or verbal by visiting the organization.
• Suggestion Box.

3. Response times.

RIGHT OF REQUEST IN THE GENERAL INTEREST	Within 15 working days of receipt.
RIGHT OF REQUEST IN PRIVATE INTEREST	Within 15 working days of receipt.
COMPLAINT	Within 15 working days of receipt.
CLAIM	Within 15 working days of receipt.
SUGGESTION	Within 15 working days of receipt.
CONGRATULATION	Within 15 working days of receipt.
REQUEST FOR ACCESS	Within 10 working days of receipt.
REQUEST FOR COPIES	Within 10 working days of receipt.
CONSULTATION	Within 30 working days of receipt.