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  • Sistema de Gestión de Solicitudes de Acceso a la Información (Ley N°20.285)
• Citizen bill of rights
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• Glossary
• Frequently asked questions

Citizen bill of rights

Superintendence of Casinos

“ When a citizen turns to a public service in order to apply for a benefit, solicit a certificate, or carry out any kind of procedure, he or she, are not asking for a favor, they are exercising a right.”

The Citizen Bill of Rights is an instrument by which public services and State Administrative Bodies, inform citizens about the duties entrusted to these, the quality commitment of said services, as well as the rights of citizens and users in relation to those services.

The Citizen Bill of Rights of the Superintendence of Gaming Casinos is the result of the joint effort of professionals of the different Divisions and Units of the Institution, to capture in one document its verifiable and demandable commitments, with the citizens and users, and thus develop modern processes in relation to customer services as well as count on responsible and conscientious citizens regarding their rights in relation to this service.

USER RIGHTS AND SUPERINTENDENCE COMMITMENTS

“The right to be served promptly and adequately, as well as to receive a response to their inquiry in due time.”

As a user :

• Shall be served promptly and at no expense.
  
• The principle of probity and transparency of public acts shall be respected.
  
• Shall receive guidance and information in a clear, simple and precise language.
  
• Shall be able to identify the government employee as well as the authorities and deputies of this institution.
  
• Shall be entitled to receive information in regards the state of your requests and inquiries as well as obtain
• information within the deadlines set out by this institution.
  

“The Right to Petition”

As a user you shall:

• Be entitled to make complaints, suggestions or demands in relation to the service provided, if you deem that your rights have been infringed or the response received is non-satisfactory.
  
• Receive a written response on behalf of the service in clear and precise language.
  

“The Right to Receive Proper and Non- Discriminatory Treatment”

As a user you shall:

• Receive the aide you require and shall not be discriminated by reason of race, age, gender, health, socio economic status or any other arbitrary reason.
  

USER OBLIGATIONS

• You must, inform yourself of the faculties, areas of competence, and the entities supervised by this Superintendence.

• You must, inform yourself of this service´s operation, working hours, products and type of information provided, as well as the information channels, claims, suggestion and recommendation procedures.

• You must, treat officers and government employees that serve you, respectfully, and courteously.