MyZapp ships eight ready-to-use country models with the module: two for Colombia, one for Spain and five for France. This page sums up what each one contains, to help you choose the ones your entities will apply. Importing, entities and their calendar are described in Setting up regulated requests.
1. Importing an included model
Menu Requests and complaints › Country models, Included models card: Import button on the model's row. The model is imported in one click, like a file.
- The import creates a frozen version, which will never be modified.
- As long as the shipped definition does not change, a new import creates nothing.
- The new definition available state means that the module brings a more recent definition than the imported version.
Once imported, the model is activated on each entity that must apply it. When further information is requested, the notice sent to the requester says whether the time limit is suspended or will start again in full, depending on the request type.
2. Legal validation status
Each included model shows its legal validation status, as a badge in the lists and a banner on the model's page.
| Status | What it means |
|---|---|
| To be validated by a lawyer | The model has not yet been validated in that country; its page lists the points to be confirmed by a lawyer of the country. |
| Reviewed, not validated by a lawyer | The rules have been checked against their official texts, without a lawyer. |
| Legally validated | A named lawyer validated the rules on a given date. |
No model is validated yet. All eight models are "reviewed":
- the two Colombian models, on 30/10/2026, against their official sources;
- the Spanish model, version of 30/10/2026, against the BOE text;
- the five French models, citations checked on Légifrance (through the PISTE API), on the ACPR PDF and on the EU Publications Office.
The points still open, and for France the elements not modelled, are listed in each model's note: read it before handling real requests.
3. Colombia
Public entities (Law 1755 of 2015)
Model code: co-entidades-publicas.
| Type | Time limit |
|---|---|
| Petition | 15 days |
| Request for documents | 10 days (tacit acceptance; copies within 3 days) |
| Consultation | 30 days |
| Suggestion, compliment | No legal time limit: 15 days by default (T-230/20) |
- Other types: complaint, claim and report of wrongdoing. Reports of wrongdoing are restricted-access, and anonymous filing is allowed.
- Extension: only one, doubling the time limit.
- Further information: requested within 10 days, provided within one month; the time limit then resumes for the remainder ("se reactivará": Función Pública 377391/2022, T-230/20).
- Transfer to the competent entity within 5 days.
- Oral request: oral record (Decree 1166 of 2016).
- Report: half-yearly PQRSD report (Law 1474 of 2011, art. 76).
Residential public utilities (Law 142 of 1994)
Model code: co-servicios-publicos.
- Time limit: 15 working days, with positive silence: without an answer in time, the request is deemed granted, effects recognised within 72 hours (art. 158 as worded by Decree 2150 of 1995, art. 123).
- No extension: the time limit only lengthens for an evidence-gathering period of 30 working days at most, announced to the requester by a dated notice (SSPD concept 33/2023).
- Appeals: reconsideration (reposición), then appeal before the Superintendencia, each to be lodged within 5 days; the appeal is decided in 15 working days (Consejo de Estado 2012, SSPD concept 172/2025). The mention of appeals is mandatory in the answer.
peticion-generaltype: for requests unrelated to the performance of the contract, CPACA rules by reference from art. 153: 15 working days, extension by doubling, further information with the remainder resuming, transfer within 5 days, no positive silence, and outside the SUI reports.- PQR report to the SUI (SSPD resolution 20261000681915, for PQRs received from 1 January 2027): one line per case following the 22 columns of Annex A. Its frequency, monthly, quarterly or half-yearly, depends on the provider's rank.
- SUI report data: for each case, contract account, DANE codes, service, invoice, cause and sub-detail, answer and notification type, appeal decision; for the entity, SUI identifier, rank and services provided.
- Registers of Annex B: service points (F1) and channels (F2). Yearly export (first filing on 15/01/2027); any change must be declared within 10 days.
4. Spain (Law 10/2025)
Model code: es-ley-10-2025. The law must be applied by 28 December 2026 at the latest.
| Type | Time limit |
|---|---|
| Inquiry, complaint, claim, incident | 15 calendar days |
| Undue billing or charge | 5 days |
| Interruption of a basic service | 2 hours |
- Why 15 calendar days: it is a cautious reading, which meets both art. 17.1 ("quince días hábiles") and art. 21.3 of the TRLGDCU ("quince días").
- Incomplete request: the requester has 10 working days to complete it; the answer time limit starts again in full when the additional information is received (art. 13.3).
- Mandatory mention: any unfavourable or partly favourable answer states the out-of-court dispute resolution: the body, how to refer to it, the company's membership, whether it is free and the scope of its decision (art. 13.7, Law 7/2017 art. 40). The entity fills in these values; while one is missing, the answer is not sent.
- Report: yearly assessment, made available to the consumer affairs administration, with an audit by an ENAC-accredited body.
5. France
Public administration (CRPA)
Model code: fr-administration.
| Type | Time limit | Silence |
|---|---|---|
| Application | 2 months | Means acceptance (L231-1) |
| Complaint or administrative appeal | 2 months | Means rejection (L231-4 2°) |
| Access to an administrative document | 1 month | Implicit refusal; mention of the CADA (R311-13, R343-1) |
- Time limits in months, from date to same date (CPC art. 641).
- Further information (L114-5): the time limit starts again in full for an application; it is suspended for a complaint.
- Transfer (L114-3): the time limit runs from receipt by the competent administration, or from the first receipt when silence means rejection.
- Mandatory mention: means and time limits of appeal (CJA R421-5) on any unfavourable or partly favourable decision; the entity fills in the authority and the court.
- No anonymous filing. Decrees making exceptions to "silence means acceptance" must be configured by the entity.
Whistleblowers (amended Law No. 2016-1691, Decree No. 2022-1284)
Model code: fr-lanceurs-alerte.
| Type | Time limit |
|---|---|
| Internal report | Feedback within 3 months counted from receipt (cautious reading) |
| External report (designated authority) | 3 months, extended to 6 by a reasoned interim answer |
Internal reports are restricted-access, and anonymity is allowed.
Banking and insurance (ACPR Recommendation 2024-R-02, CMF L133-45)
Model code: fr-banque-assurance.
| Type | Time limit |
|---|---|
| Complaint | 2 months |
| Payment-service complaint | 15 business days; a reasoned holding answer is possible, with a final answer no later than 35 business days after receipt |
- Noted gap: the recommendation counts the 2 months from when the complaint is sent, the model from when it is received.
- Mandatory mention: the ombudsman and how to refer to them, in every answer (entity values).
- Report: yearly summary of complaints.
Consumer and energy (Consumer Code, Book VI; Energy Code L122-1)
Model code: fr-consommation.
- No general legal time limit: the model applies an internal 2-month time limit, which the entity replaces with its own.
- Mandatory mention: the consumer ombudsman (contact details and website, entity values) in case of full or partial refusal.
- Energy: the national energy ombudsman (Médiateur national de l'énergie) can be referred to 2 months after the written complaint.
- Electronic communications: no legal time limit found; point to be confirmed by a lawyer.
Data subject rights (GDPR, art. 12 and 15 to 21)
Model code: fr-rgpd.
- Types: access, rectification, erasure, restriction, portability, objection.
- Time limit: 1 month.
- Extension: by 2 months, through a reasoned interim answer sent within the first month; maximum of 3 months from receipt.
- Mandatory mention: the CNIL and the right to a judicial remedy, in case of refusal.
6. Working days and public holidays
Days are counted as working days, unless stated otherwise. Add the holiday set suggested by the model to the entity's calendar:
| Country | Holiday set |
|---|---|
| Colombia | CO |
| Spain | ES: national holidays only; a regional holiday counts only if it is also one at the customer's address |
| France | FR; in Alsace-Moselle, FR-AM |
7. Retention periods
The included models set no retention period: these depend on each entity's own rules (for example, in Colombia, its document retention tables; for whistleblowers, the texts give no figure). The entity enters its periods on the Personal data screen (button on the request list).