FAQs

The implementation of the Electronic Yellow Book will be phased in. In an initial phase, access to this platform was limited to a small group of entities, with the aim of collecting experiences that would help to optimise its operation. The Electronic Yellow Book will gradually be made available to all public administration institutions.
The paper version of the Yellow Book remains available to receive complaints concerning institutions that are not yet present in the electronic version of the Yellow  Book.

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The value given to a complaint sent digitally using the Electronic Yellow Book is legally the same as a complaint filled in the paper version of the Yellow Book.

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Public service providers are obliged by law to provide a means of complaint and make it available on request, at no cost to the citizen. This applies to both the paper and the digital version of the Yellow  Book.

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Como membro de uma entidade, pode consultar os manuais para Gestor RES e Gestor de Entidade no menu Ajuda dentro do BackOffice ou mesmo por aqui. 

Manual Gestor de Entidade

Manual Gestor RES

On the Electronic Yellow Book homepage, use the search box to search for the public entity, place you were attended or the service you used. On the search results page, on the left side you will find a set of filters that can help you find the adjusted result. After locating the service, press the button and start the praise, suggestion or complaint process by pressing the respective button.

The Electronic Yellow Book will request your consent to collect personal data, which according to the privacy policy will be used exclusively to process and process your request.

This process consists of four steps:

1 — Details of the complaint, praise or suggestion.
Please fill in the date of receipt, the reason for the submission and the content you wish to send to the entity managing the service. If you have fulfilled the same submission on the paper version of the Yellow Book, you may include a digitisation that will facilitate processing by the target entity;

2 — Obtaining identification data.
The easier and most secure way to provide your personal data is to use the digital authentication system provided by the Portuguese state, https://www.autenticacao.gov.pt/. You can use the Digital Mobile Key (CMD) or the Citizen’s Card (CC) to retrieve your personal data automatically. If you do not yet have a CMD, we invite you to activate this service that will be useful to you in various public and private digital services. Information about the activation of the Digital Mobile Key can be found at the following link: Https://www.autenticacao.gov.pt/web/guest/cmd-pedido-chave. European authentication allowing the use of a digital certificate issued by another Member State is available for citizens of the European Union.
Alternatively, you will be able to provide your details in the form that will be visible after activating the option “I want to enter my details manually”. The following data will be requested: Name, ID or passport number for foreign nationals, e-mail and telephone. The telephone is optional and may be used by the target entity to contact you if further clarification is needed. Some authorities may request an additional identifier (e.g. Tan Identifier or Heath Services identifier) to help better address your request.

3 — Validation of personal data.
This validation is only required if you enter your identity data manually and is waived if you use the Digital Mobile Key. You should receive in your mailbox a link that you will have to press to validate your submission.

4 — Finalisation
Proof of submission will be sent to your mailbox. Please do so until the authority has sent you a reply. Any changes to the file will also be communicated by e-mail.

Esta validação apenas é necessária se introduzir os seus dados de identificação manualmente, sendo dispensada no caso de usar a Chave Móvel Digital. Deverá receber na sua caixa de e-mail uma ligação que deverá pressionar para validar a sua submissão.

4 – Finalização
Será enviada para a sua caixa de e-mail um comprovativo da sua submissão. Conserve-o até que a entidade lhe envie uma resposta. Qualquer alteração ao processo, será comunicada também por e-mail.

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The reply to complaints, praises or suggestions is always given by e-mail to the citizen’s e-mail address when making the complaint.

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We advise you to contact the authority directly, informing out the situation. In the event of failure to obtain a response from the entity within the time limit, it may report the occurrence to the sectoral regulator or the ministry of government in which the entity is included.

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You can ask for help via telephone call 217 231 200, or via e-mail ama@ama.pt.

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Submission confirmation emails are sent immediately after the completion of each operation, but due to occasional congestion on some e-mails servers, they may take up to one hour to be delivered.
We recommend checking if your email is in your spam box. Your email service may have erroneously marked our message as spam.
If after 60 minutes you have not yet received the confirmation email, contact directly with the authority and ask you to return the proof.

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The paper version of the Yellow  Book is not expected to cease to exist. The two means will coexist and the citizen can choose what is most convenient for them.

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This is the online Complaints Book applicable to the public sector. Its objectives are to simplify the paper version by reducing the number of copies and their processing, but also to expand the platforms supporting the electronic version of the book. In addition, the aim is to strengthen the mechanism for assessing public care by users by setting uniform standards defined by AMA, IP.

The Electronic Yellow Book does not only serve to complain. You can praise whenever you consider that the quality of the service provided has exceeded its expectations and suggest improvements to the services.

The Electronic Yellow Book is the best place to promote relations between citizens and public administration.

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he Electronic Yellow Book is an online platform, where citizens can complain about public administration services and bodies and give feedback and praise on their service delivery. The platform foresees that in addition to the face-to-face channel, the new channels that include the provision of digital public services.

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The authority target by the complaint must reply to the citizen within a maximum of 15 working days from the date of receipt of the complaint. This reply is always given by e-mail to the citizen’s e-mail address when making the complaint.

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O cidadão tem a liberdade de escolher um dos meios disponíveis para reclamar, o livro físico ou a versão digital de acordo com o que lhe for mais conveniente. No caso de já ter preenchido uma reclamação no livro em papel, poderá criar incluir uma

The citizen is free to choose one of the means available to claim, the physical book or the digital version as it is most convenient for them. If you have already filled in a complaint in the paper book, you can create a scanning that will make it easier for the targeted entity to process it, avoiding double handling of the same complaint.

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The collection of your identification data is essential for the processing, validation and handling of the complaint, praise and suggestion by the Electronic Yellow Book. In cases where your do not consider necessary, that the target entity knows your personal data to address the reported problem, you may choose to anonymise your data. In this situation, the target entity will continue to be able to respond via Electronic Yellow Book, but without having access to elements that identify you.
To find out in more detail what the Electronic Yellow Book processes your personal data and exercise your rights, please refer to the terms of use.

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Your submissions will be available for consultation on the public services portal https://eportugal.gov.pt. Access the reserved area of ePortugal by authenticating it digitally with your Citizen Card or Digital Mobile Key. In the service area you will find a button allowing you to access the submission history in the Electronic Yellow Book.

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