Ombudsman office
Objectives
The Ombudsman Office aims to control the quality of consular services provided, helping find solutions to existing problems. Its overall objectives are:
- Contribute to the improvement of the consular network's efficiency and image, as well as the enhancement of services provided;
- Promote user's access to information and facilitate their good relationship with the institution;
- Give greater transparency to consular services;
- Contribute to the improvement of consular services' rules and procedures; and
- Encourage public participation in the modernisation of the institution's processes and procedures.
Duties
The Ombudsman Office's duties are:
- Receive users' complaints, compliments and suggestions, impartially interpret them and seek clarification and solutions to each case, aiming to improve the process of services provided to the public;
- Contribute to the enhancement and quality of services rendered; strive for the satisfaction of citizens who use consular services.
The Ombudsman Office is not a help-desk dealing with routine matters, scrutiny of complaints about irregularities, discipline issues, and the administrative process. These will be forwarded to their respective units at the Ministry of Foreign Affairs, who will take the applicable measures.
The Consulate's Ombudsman Office
For comments and/or suggestions regarding the Consulate General's assistance, services and information, please send an e-mail to ouvidoria.cglondres@itamaraty.gov.br
Ministry of Foreign Affairs (MRE) Ombudsman
The Ministry of Foreign Affairs' Ombudsman is responsible for processing comments, suggestions, compliments and reviews regarding all consular activity at Brazilian consular posts abroad - herein included services in general, consular network, assistance, documentation processing and other related activities.
Click here to contact the Ministry of Foreign Affairs Ombudsman.