PQRS

The PQRS (complaints and requests) module is the formal channel for an affiliate of your family compensation fund (caja de compensación) to file a Petición (petition), Queja (complaint), Reclamo (claim) or Sugerencia (suggestion), and for your operators to handle it within the legal deadlines. Each case gets a filing number, moves through a set of statuses and keeps a complete audit trail (who did what and when).

Note. The module is aligned with the Colombian right of petition (Law 1755 of 2015), the Single Circular of the Superintendency of Family Subsidy and electronic notification (Law 2213 of 2022). That’s why each case carries a deadline calculated according to its type.

Service areas #

When filing, the affiliate first chooses the area their case belongs to. This routes the PQRS to the right team and filters the available types.

Response deadlines (by law) #

The deadline is calculated automatically from the filing date, in business days, according to the type of request. The operator always sees the countdown and a warning when a case is about to expire.

Warning. If a case passes its deadline without an official response, it moves to Expired status and administrative silence may apply. Handle cases that are about to expire with priority: the day counter in the queue tells you which ones need immediate action.

Case statuses #

Lifecycle #

stateDiagram-v2
    [*] --> Open: Affiliate files the PQRS
    Open --> InProgress: The operator assigns and handles it
    InProgress --> InfoRequired: Information is requested from the affiliate
    InfoRequired --> InProgress: The affiliate responds
    InProgress --> Escalated: Raised to the Affiliate Ombudsman
    Escalated --> Resolved: Second-instance response
    InProgress --> Resolved: Official response (final)
    InProgress --> Overdue: The legal deadline is exceeded
    Overdue --> Resolved: Late response
    Resolved --> Closed: Case closed
    Closed --> [*]: Satisfaction survey

How to file a PQRS (affiliate) #

The affiliate files from the app or the portal, using a 4-step wizard. Each step validates before moving on, and the data is kept if they go back.

1. Open the PQRS module. From the main menu of the app or the portal, go to PQRS and tap New PQRS (or the + button).

2. Step 1 — Choose the area. Select the case’s area (Subsidies, Loans, Health, Marketplace, Benefits or General). The wizard will show only the valid types for that area.

3. Step 2 — Choose the type. Indicate whether it’s a Petition, Complaint, Claim or Suggestion (and its subtype, e.g. Request for information or Inquiry). Below the type you’ll see the associated response deadline.

4. Step 3 — Describe your case. Write a short subject and a clear description of what happened or what you’re requesting. If you want, attach supporting documents (receipts, screenshots, etc.).

5. (Optional) Link a request. If your case is about a specific procedure, link it: the wizard offers your available requests and procedures so the operator has the context instantly.

   Link to	When to use it
   Subsidy request	Your PQRS is about a subsidy request in progress.
   Loan application	Your PQRS is about a loan application under evaluation.
   Active loan	Your PQRS is about a loan that has already been disbursed.
   Active subsidy	Your PQRS is about a subsidy you already receive.

6. Step 4 — Confirm and authorize notification. Review the summary, authorize electronic notification (to receive the response through the app or the portal) and tap Submit.

7. Save your filing number. The system generates a unique filing number. With it you can track the status of the case, see the responses and, at the end, rate the service.

Note. Authorizing electronic notification lets the response reach your app or portal immediately, and it counts as valid notice. If you don’t authorize it, the response will be delivered through your compensation fund’s traditional channels.

How to respond to a PQRS (operator) #

Operators and advisors manage cases from the operator dashboard, in the PQRS queue.

1. Open the PQRS queue. In the dashboard menu, go to PQRS. You’ll see the list with filing number, subject, area, status and days remaining to respond. Prioritize by the deadline column and filter by status or area.
2. Open the case detail. Click a filing number to see the affiliate’s description, who filed it, the attachments and, if there is one, the related request or loan (with a direct link to the procedure).
3. Investigate and, if needed, request information. If you need additional data, request information from the affiliate: the case moves to Needs your information and the countdown adjusts until the affiliate responds.
4. Write the official response. In the Respond block, write the response to the affiliate. Be clear and, when appropriate, state the grounds and the available remedies (what the affiliate can do if they disagree).
5. Mark whether it’s the final response. Turn on final response when the response closes the case: the PQRS moves to Resolved/Closed and the affiliate is notified automatically. If it’s a partial response or an internal note, leave it unchecked.
6. (If applicable) Escalate to the Affiliate Ombudsman. When the case requires it (second instance or disagreement with the response), escalate it: it moves to Escalated status and is assigned an Ombudsman case number.
7. Verify the closure. A Resolved or Closed case no longer accepts new responses. The affiliate receives the notification and can fill out the satisfaction survey.

Note. Every action (filing, assignment, information request, response, escalation, closure) is recorded in the case history with its author and date. That audit trail is the evidence of compliance with the legal deadlines.

Warning. A final response closes the case and is sent to the affiliate. Before marking it, make sure the response is complete and fully addresses what was requested: once closed, the case doesn’t accept new responses under that same filing number.

After the response: satisfaction #

When a case is Resolved or Closed, the affiliate can rate the service in a short satisfaction survey: an overall rating and, optionally, the clarity of the response and the speed of the process. These ratings feed your compensation fund’s quality indicators.

Frequently asked questions #

• Can I file a PQRS without linking any request? Yes. Linking is optional; it only adds context when the case is about a specific procedure.
• What happens if the deadline passes? The case is marked as Expired and, depending on your compensation fund’s configuration, administrative silence may apply. Even when expired, the operator must respond.
• Where do I see the responses? In the case detail inside the app or the portal, and as a notification (see Notifications).