Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014

7/21/2019 Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014

1/23

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2/23

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3/23

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4/23

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5/23

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6/23

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7/23

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8/23

3

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9/23

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10/23

7

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11/23

7

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18/23

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=. @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.
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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 ajhsugàjhtjsjoudadjhtl g `g gtjhkdh mj `ls rjqujrdadjhtls rjkdidmls jh `g [jkrjtgrgOjhjrg`, klh j` fdh mj quj `gs mjpjhmjhkdgs dap`jajhtjh gkkdlhjs qujpjradtgh mgr slùkdh 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 mdvuògr 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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7. Gktug`dzgr `ls mlkuajhtls quj cgkjh pgrtj mj` ^rlkjsl [dstjag Mdstrdtg` mjWujbgs y [lùkdlhjs, 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.

;. Kuàdhgr `ls p`ghjs mj ajblrgadjhtl flrau`gmls klh lkgsdh mj `gs Gumdtlrgsdhtjrhgs g` ^rlkjsl [dstjag Mdstrdtg` mj` Wujbgs y [lùkdlhjs.

=. 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 mdvuògkdh 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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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.

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Informe de Evaluacion a La Atencion de Quejas Reclamos Sugerencias I 2014