Menu Requests and complaints › Regulated requests, New request button. Available to regulated request agents, their managers and administrators.
Receipt
- Choose the entity receiving the request (if the instance has several).
- Choose the request type: the list shows the types of the entity's active country models.
- Select the channel: counter, phone, paper mail or email entered by hand.
- Enter the actual date and time of receipt if the request was received before being entered (mail opened the next day, for example). Left empty, it is the time of entry. The legal time limit runs from receipt, in the entity's time zone.
- Choose the language of the request: the answer must be written in that language.
- Tick Oral request for a request made in person at the counter or over the phone.
The requester
- Without an account: name, email, identity document, phone, postal address. The name and a way to answer (email or address) are always required; the country model may require more (the identity document, for example).
- With an account: search for their account.
- Anonymous: offered only for types that allow it. Nothing that could identify the person is recorded.
Also choose how they will receive the answer (email, postal mail, in person), among the channels provided by the model.
The request
Subject, description, the requester's attachments and the scanned document (letter, signed form). Files are kept with the request and copied to its ticket.
After registration
The result page shows:
- the filing number (radicado) and the legal deadline;
- the tracking code: it will never be shown again. Give it to the requester right away;
- Acknowledgment of receipt with the code: a PDF to print or hand over;
- for an oral request, the record of oral request, with the mentions required by the model (number, date and time of receipt, requester's identity, identity of the receiving agent, oral request mention…). Give the requester a copy if they ask for it.
If the requester has an email address or an account, the acknowledgment of receipt is also sent to them by email, with the code.
Tracking by the requester
The requester tracks the request on the Track a request page (/regulated-requests/track), with the filing number and the code.
They see the status and the deadline, and can download the acknowledgment of receipt. After five wrong codes, consultation is blocked
for fifteen minutes.