What we do

In accordance with the provisions of Articles 13 to 16 of Law 13,460/2017, the Ombudsman's Offices of the Brazilian Federal Executive power have the following attributions:

Art. 13. The Ombudsman's Offices' main attributions are as follows, without prejudice to others established in specific regulation: 

I - promoting users' participation in the public administration, in cooperation with other user protection agencies; 

II - oversight of the provision of services, to ensure their effectiveness; 

III - proposing improvements to the provision of services; 

IV - helping in the prevention and correction of acts and procedures deemed incompatible with the principles established in this Law; 

V - proposing the adoption of measures to defend user rights, in compliance with the provisions of this Law; 

VI - receiving, analyzing and forwarding submissions to competent authorities, following up on their treatment and the effective conclusion of the user's submission at the related body or agency; and  

VII - promoting the adoption of mediation and conciliation between the user and the body or public agency, without prejudice to other competent bodies. 

Art. 14.  In order to accomplish its goals, Ombudsman's Offices shall: 

I - receive, analyze and reply to, through proactive and reactive mechanisms, submissions from users of public services; and  

II - annually elaborate a management report, which will consolidate the information mentioned in item I, and, based on them, point out flaws and suggest improvements in the public provision of services. 

Art. 15. The management report stipulated by the caption of art. 14 will have to indicate, at least: 

I - the number of submissions received in the previous year; 

II - the reasons for the submissions; 

III - an analysis of recurring points; and  

IV - the measures adopted by the public administration for the solutions offered. 

Sole Paragraph. The management report will be: 

I - submitted to the maximum authority of the agency to which the Ombudsman's Office belongs; and 

II - made fully available online.

Art. 16.  The Ombudsman's Office will send the user the final administrative ruling within a maximum period of thirty days, which can be extendable for the same time, once, if justified.

According to Art. 10 of Decree 9492/2018, the Ombudsman's Offices of the Brazilian Federal Executive power have the following attributions:

Art. 10. The sector units of the federal Executive Ombudsmanship System shall:

I - conduct the ombudsmanship activities established by art. 13 of Law no. 13460, of 2017;

II - propose action and suggest priorities in the ombudsmanship activities in their scope of performance;

III - inform the central body of the Executive Ombudsmanship System regarding the follow-up and the assessment of the ombudsmanship activity programs and projects;

IV - organize and publicize information on ombudsmanship activities and operational procedures;

V - process the information obtained through the submissions and the satisfaction surveys carried out with the purpose to assess the public services provided, especially regarding the fulfilment of the commitments and the quality standards of the Charter of Services to Users, which is addressed by art. 7 of Law no. 1460, of 2017; and

VI - produce and analyze data and information about the ombudsmanship activities, to inform recommendations and proposals of measures to improve the provision of public services and correct flaws.

Sole Paragraph. The customer service channels for users of public services provided by federal public administration bodies and agencies will be submitted to the technical supervision of the sector units of the Federal Executive Ombudsmanship System with regard to compliance with the provisions of art. 13 and art. 14 of Law no. 13460, of 2017.

      In this context, the Ombusdman's Offices of the federal Executive Power, in general terms, shall: have users develop social control over the public provision of services; facilitate public service users' access to instruments of participation in rights management and defense; zeal for the effective dialogue between users of public services and the federal public administration agencies and bodies responsible for such services; and oversee the implementation of the Charter of Services to the User, established by art. 7 of Law 13460, of 2017, pursuant to the procedures adopted by Decree 9094, of July 17, 2017 and Decree 9492, of September 5, 2018.

 

Contact details

  • In person, at the address:

Parque Estação Biológica - PqEB s/nº. Avenida W3 Norte Final, Ouvidoria. Brasília, DF - Brasil.

  • By e-mail:

<ouvidoria@embrapa.br>

  • By telephone:

+55 61 3448 4199

  • By mail, to the address: 

Ouvidoria da Embrapa. Parque Estação Biológica - PqEB s/nº.

Brasília, DF - Brasil - CEP 70770-901.

  • Sistema Fala.BR - Integrated Ombusdmanship and Access to Information Platform.

 

What we do not do

  • changes to decisions legitimately published by the competent public agent;
  • consideration of suits submitted to the analysis of the Judiciary;
  • changes or reviews to opinion reports issued by Embrapa's Legal area;
  • corrections or audits in any of their forms.

Check the performance of Embrapa's Ombudsman's Office (when accessing it, select EMBRAPA in the field "Órgãos/Entidades" - Bodies/Agencies, for the corporation's specific information - in Portuguese).

Check Embrapa's regulation on its Ombudsmanship Service (File in Portuguese)

Check Embrapa's Code of Conduct (File in Portuguese)