The delegate of the Government of Spain in Cantabria, Eugenia Gómez de Diego, and the Colonel Chief of the Civil Guard in the community, Antonio Orantos, presented on Monday the new complete telematic complaint system, which allows citizens to file certain types of complaints without having to physically travel to units of the Armed Institute.
As explained by the delegate, until now, online complaints had to be ratified in person, but with this new operating system from the electronic headquarters of the Civil Guard, the process can be completed entirely digitally, by means of an electronic certificate and from anywhere with an Internet connection.
Gómez de Diego stressed that this measure represents an "important step in the modernization of the public administration", so that it is "more effective and adapted to the times we live in", and is especially relevant in territories such as Cantabria, where there are rural and dispersed areas. "It is a useful, safe and fully accessible tool," he stressed, insisting that it does not replace face-to-face care, which will remain available, nor emergency channels such as 062.
"This system does not replace face-to-face care, which is still available to those who need it or prefer it, nor does it limit emergency channels such as 062. It is a more thought out option to make life easier for people," he said.
In this regard, the delegate pointed out that it is part of a broader strategy to "adapt public services to an increasingly digital citizenry, without losing the closeness and vocation of service that has always characterized the Civil Guard".
Seven procedures
The system allows the processing of seven procedures: five of a criminal nature - damages, theft, theft of vehicles, theft of vehicles and fraudulent charges with cards or electronic means - and two administrative procedures - loss or localization of documentation.
According to data from the Civil Guard, in 2024 48.38% of the crimes known in Cantabria could have been processed through this new route, which would be equivalent to more than 6,500 citizens who will be able to avoid unnecessary displacement.
Full legal validity
Colonel Orantos explained that this initiative responds to a recent amendment of the Criminal Procedure Law that enables the electronic filing of complaints. He has detailed that the system contemplates the electronic signature as a validation mechanism, and allows to attach relevant documentation such as images or justifications, if the case requires it.
He also stressed that the service is very easy and intuitive and accessible from anywhere in the world, provided that the corresponding digital certificate is available. Once processed, the complaint is automatically forwarded to the territorial unit selected by the citizen, such as the nearest post to his domicile or place of temporary stay.
"The proof issued by the system has full legal validity and the complaint is processed exactly as if it were physically presented," said Orantos, highlighting its usefulness in proceedings with insurance companies, banking entities or in judicial processes related to computer crimes or loss of documentation.
The colonel also recalled that this new digital service is integrated into a broader process of digital transformation of the body, which already includes tools such as the Mobile Citizen Assistance Offices (OMAC) and the SIGO Mobility system for the management of procedures from the field.
The presentation has concluded with a practical demonstration of the digital complaint procedure, in which a simulated case of theft has been exposed with all the steps from the identification to the reception of the official proof