Español
EnglishPublic bodies
Organize citizen communications, referral to competent authorities, case tracking and response preparation to support transparency and control delays.
CONSULTING · PUBLIC AND PRIVATE SECTORS
Listen. Manage. Respond.
We help public bodies and businesses implement systems for requests, complaints, claims and suggestions (PQRS), with defined responsibilities, documented follow-up and deadline controls.
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Management · Compliance · TrustSpecialized implementation consulting
Jean Carlos Araque Ramírez offers process design and implementation consulting tailored to each organization's structure and needs. Requests seek information or action; complaints express dissatisfaction; claims seek review or correction; suggestions propose improvements. Classification follows the applicable framework.
Private businesses
Design customer service channels, complaint workflows and service targets aligned with applicable legal, sectoral and contractual duties.
Management teams
Define responsibilities, escalation criteria and indicators for pending cases, overdue responses and recurring issues.
From assessment to follow-up
01 · Assess and design
Review channels and rules; develop classifications, deadline and responsibility matrices, service protocols and procedures.
02 · Record and track
Specify forms, registration, control numbers, acknowledgements and status tracking. Configure agreed tools and integrations within the contracted scope.
03 · Respond and improve
Set alerts, escalation and response templates; train staff and monitor notification evidence, closure and improvement actions.
Each proposal defines deliverables, stages, tools, integrations, support and responsibilities.
Venezuelan legal framework
Constitution, Article 51: protects petitions to competent public authorities and timely, adequate responses. It sets no universal response period and does not list all four PQRS categories.
Articles 141 and 143: guide public administration toward citizen service, efficiency and accountability, and protect access to information about relevant proceedings and final decisions, subject to legal limits.
Organic Law of Administrative Procedures (LOPA), Article 5: absent an express provision, administrative requests requiring no formal evidentiary processing must be resolved within twenty days of submission or subsequent completion of legal requirements. This is not a universal deadline for every PQRS.
Each procedure requires its own applicable rules and deadline calculation. Private businesses also require a review of relevant sectoral, consumer and contractual duties. A receipt acknowledgement does not replace a substantive response.
Constitution · LOPA · Official Gazette 2.818Build your organization's PQRS system
Tell us about your organization, channels and current challenges to request a proposal with scope, stages and deliverables.
Request a proposal