Presentation
The Ombudsman-General of the Federal Institute of São Paulo (IFSP), an instance centralized in the Rectory and directly subordinated to the highest authority of the body, is the sectoral unit of the Federal Executive Branch's Ombudsman System [art. 2, inc. I e art. 6th, inc. II, Decree nº 9.492 / 2018] and, therefore, is subject to the normative guidance and technical supervision of the Federal Ombudsman's Office (OGU), a representative body of the Ministry of Controllership-General of the Union (CGU), the central body of the system. Structurally, ombudsmen are important instances for the integrity and governance of an institution that, together with the other areas of the body, promote the strengthening of management.
As a typical instrument of a democratic State, the Ombudsman-General is an instance of social participation and mediation, responsible for the dialogue between the IFSP and the users of public services provided by the municipality, whether individuals or legal entities, who are part of the internal public [students, servers, contractors and outsourced employees] or external public [community, researchers, companies, public bodies, non-governmental organizations, unions, etc.].
Based on these principles, the pedagogical role of this instance is emphasized when acting in the information perspective, that is, presenting users with their own rights and responsibilities within the scope of the IFSP, expanding their critical capacity and autonomy and, therefore, their active participation.
The Ombudsman-General is also responsible for Citizen Information Service (SIC), instance of effectuation of Law No. 12.527 / 2011 [Access to Information Law]. At the IFSP, the Ombudsman-General also acts as the LAI Monitoring Authority [art. 40, Law No. 12.527 / 2012], responsible for monitoring and guiding the implementation of LAI and also the Open Data Plan [art. 5th, §4th, Decree nº 8.777 / 2016].
Since 2019, the unit has integrated the Manifestation Processing Coordination (CPM-OUV), which is responsible for the analysis, sorting and handling of ombudsman requests and requests for access to information. The coordinator of this sector represents the Ombudsman-General and SIC as a member of the Permanent Commission for the Open Data Plan (CPPDA) and the Commission for the Development and Implementation of the Information and Communication Security Management Implementation Plan (CGSIC), collaborating with expertise in matters related to legislation, standards and practices in ombudsman and access to information.
Team responsible for the Ombudsman-General and SIC:
General Ombudsman and SIC Manager: André Luiz da Silva
Position: Teacher of Basic, Technical and Technological Education
Capacity: Campus São Paulo | Exercise: Rectory / Ombudsman-General
Beginning of effective position: 2002 | Beginning of management position: 2014
Curriculum lattes
Manifestation Processing Coordinator: Rafael Inácio Sousa Martins
Effective position: Secretariat Technician [MTE 0002626 / MG]
Capacity: Rectory | Exercise: Rectory / Ombudsman-General
Beginning of effective position: 2014 | Industry start: 2015 | Beginning of the bonus function: 2019
Curriculum lattes
Legal assignments
These are the primary duties of the Ombudsman-General, as provided for in art. 13 of Law No. 13.460 / 2017:
I - promote user participation in public administration, in cooperation with other user defense entities;
II - monitor the provision of services, in order to guarantee their effectiveness;
III - propose improvements in the provision of services;
IV - assist in the prevention and correction of acts and procedures incompatible with the principles established in this Law;
V - propose the adoption of measures to defend the user's rights, in compliance with the provisions of this Law;
VI - receive, analyze and forward the manifestations to the competent authorities, following the treatment and the effective conclusion of the user manifestations before the organ or entity to which it is linked; and
VII - promote the adoption of mediation and conciliation between the user and the public body or entity, without prejudice to other competent bodies.
The following are not the duties of the IFSP Ombudsman's Office:
I. Investigate complaints of alleged irregularities of any nature, since the Ombudsman's Office is only responsible for the receipt and preliminary analysis of complaints that may or may not be considered suitable for referral to the investigating bodies for admissibility judgments, which may or may not consider suitable to complaint to initiate an investigation;
II. Receive, analyze or judge applications, documents or resources of selection processes [competitions, entrance exams, selection of substitutes, etc.] or bidding processes;
III. Intervene in processes or decisions of any nature that are the responsibility of other sectors, managers or authorities;
IV. Fulfill requests that are not related to the unit's competences or that are not in force;
V. Issuing judgment on matters that are not the responsibility of the unit;
SAW. To submit to possible demands from users during their care that do not find legal support or that could compromise the functioning and quality of the services provided by the unit and or other sectors of the IFSP;
VII. Monitor e-mail exchanges between servers or between students and servers, which are not related to an officially registered demonstration or unit activities;
VIII. Other situations not foreseen in this relationship, but which could potentially be similar.
How to manifest
The first step in deciding that you want to file a statement with the IFSP Ombudsman's Office is undoubtedly to understand the type of content that you wish to express. From the CGU Public Ombudsman's Manual (2019), Table 1 is presented:
Table 1 - Definition, conceptualization and examples of types of manifestation
| TYPE |
DEFINITION |
CONCEPT |
EXAMPLE |
| Praise |
Demonstration of recognition or satisfaction about the public service provided or the service received |
Favorable opinion or thanks for a service provided by servers or public service offered by IFSP |
Receive prompt service for a request on campus and wish to express your satisfaction |
| Complaint |
Act that indicates the practice of irregularity or illicit whose solution depends on the performance of the competent investigating bodies |
Communication of possible administrative or educational irregularities, corrupt practices, disciplinary or ethical infractions, crimes, violations of rights legally in force. The investigation and prosecution of these acts is carried out by the competent |
Moral or sexual harassment between employees or students
Irregularities involving bidding processes or contracts
Unethical conduct during professional practice
|
| Complaint |
Demonstration of dissatisfaction regarding the provision of public service and the conduct of public agents in the provision and inspection of that service |
Expression of discontent, criticism or unfavorable opinion in relation to a service provided by the IFSP or by the attendance of a server during the provision of a service |
Receive impolite server service
Failure to meet the deadlines for notices or to meet requirements
|
| Simplify |
Requests regarding the simplification or reduction of bureaucracy in public services |
Indicates the need to simplify or reduce bureaucracy for a public service or service provided by the agency |
Calls for a reduction in the number of documents required to request a service |
| Solicitation |
Request for action by a campus sector or the Rector or IFSP authority |
It must contain a service or service requirement. Can be used to report problems in the provision of IFSP services or systems |
New books required in the discipline menu for the library
Request arrangements to schedule expertise
|
| Suggestion |
Presentation of idea or formulation of proposal for improvement of services provided by IFSP |
Attempted individual or collective contribution to the improvement of acts, decisions, norms, standards, policies, procedures or public services provided
It is distinct from Simplify, which deals with simplifying or reducing the bureaucracy of a public service
|
Suggests changing rooms between sectors to optimize the use of campus space
Suggests changing the resolution text
|
Source: IFSP Ombudsman-General (2021), from the Public Ombudsman's Manual (CGU, 2019, p. 26-28)
1. IFSP investigative bodies: Ethics Committee (COET), Deputy Director of Disciplinary Administrative Processes (DAPAD) and Internal Audit Unit (UADIN);
The second step is to check whether, in the case of requests for measures, complaints, praise, suggestions or requests for simplification, there is the possibility of dialoguing directly with the body responsible for the matter or higher hierarchical bodies, whether within the scope of the campus or the Rectory. It is ideal that administrative and educational situations are always dealt with, initially, with the competent bodies, as they have discretion on the subject, being directly responsible for analyzes, referrals and decisions.
The manifestations directed to the IFSP must be filed through the system Fala.BR, which operates 24 hours a year hyperlink doesn't work, go to: https://falabr.cgu.gov.br/], as determined in art. 16 of Decree nº 9.492 / 2018. Therefore, the IFSP Ombudsman-General's email and telephone contacts should only be used to request guidance on the services provided by the unit. THE Suap it should also not be used to forward manifestations.
The deadline for attending a manifestation registered in the system Fala.BR is 30 [thirty] consecutive days, extendable only once for the same period, totaling 60 [sixty] consecutive days. When necessary, supplementation of the event may be required to forward additional information or data to enable a better understanding of the content of the event. The complementation must be sent through the system within 20 [twenty] consecutive days and, if it does not occur, the protocol will be automatically archived. During the period in which the complementation does not occur, the system's response period will be suspended and will be recounted by the system from the date on which the complementation takes effect.
It is worth emphasizing that each manifestation is analyzed for its particularities and, in this sense, the Ombudsman-General seeks to attend to each manifestation as soon as possible, especially those of an urgent nature. However, it is emphasized that the unit depends on referrals from other sectors, most of the time, which also have activities in execution and that may require a longer response time for a manifestation, considering the complexity involved in maintaining an institution the size of IFSP.
It should be noted that the identity of users is protected under the terms of art. 10, §7, of Law No. 13.460 / 2017, in line with the provisions of Law No. 12.527 / 2011, regardless of the type of event. In addition, in the case of complaints, the identity is pseudomized [hidden] by the system itself Fala.BR. In cases of complaints, when it is not of high relevance to attend the event, the user's identity will not be forwarded with the content of the event.
It is important to note that anonymous statements [communications] should be used only in the event that a response from the IFSP is not expected, as the system does not store the user's email, necessary for forwarding the response. The other protocols, including complaints, receive responses directly through the system.
In due course, we inform that requests for access to information have also started to be registered in the system Fala.BR, which integrated the e-Ouv and e-SIC systems. However, it is important to pay attention to the table above and its differences in relation to the request for access to information [check what the art. 7th of LAI], as they are distinct, albeit complementary.
Guidelines
The guidelines listed below are valid for internal or external users of the IFSP who wish to speak through the Ombudsman-General:
1. Initially, it is emphasized that the Federal Institute of São Paulo is an autarchy endowed with administrative, patrimonial, financial, didactic-pedagogical and disciplinary autonomy, as provided in art. 1st, Sole Paragraph, of Law nº 11.892 / 2008. Therefore, manifestations related to events occurring within the scope of this autarchy must be forwarded to its Ombudsman-General, being unnecessary to be referred to the Ministry of Education (MEC), unless it constitutes a denunciation of alleged irregularities practiced by the highest authority of the organ, which shall be forwarded to the MEC for analysis, considering the provisions of art. 1st inc. I, of Decree nº 3.669/2000.
2. When writing your statement, try to use a software or text application to structure the content, as the system Fala.BR ends the user session if it exceeds 30 minutes of use without updating the timer in the upper right corner of the screen. Thus, it is recommended that before the beginning of the registration of the protocol the text is written, allowing only the copy and insertion of it in the appropriate field [TALK HERE], paying attention to the fact that a limit of up to 8000 characters with space is allowed.
3. Considering the limit of 8000 characters of text, try to use it as a guide during the writing of the manifestation, taking care to explain the facts most relevant to the understanding of the situation, organizing the narration according to how the facts happened in time. Remember that every manifestation has a motivation and it is important to explain objectively what you want. For example:
The. If it is a complaint, indicate that you want analysis and possible investigation of the facts;
B. If it is a compliment, it must indicate to whom it is intended or to which sector or service;
ç. If it is a complaint, try to point out what you are looking for as a solution to the problem;
d. If it is a request for action, indicate which solution or referral you want;
and. If it is a request for simplification, indicate the possible service solution, flows, documentation, technology, etc. could be adopted;
f. If it is a suggestion, which place, structure or service is intended.
4. If in fact it is not possible to explain all the facts directly in the field TALK HERE, indicate that the content will be forwarded by means of an attached document, which can be sent in DOC, DOCX or PDF formats.
5. In cases where you have text, image, audio or video documents that can support a better understanding of the facts narrated in the demonstration, you can attach them in the Fala.BR system itself [if you pay attention to the file size limit]. You can also forward link to access pages where information related to the content of the demonstration can be verified.
6. In case of doubts about services, deadlines, places of service, use of systems, institutional data, etc., it is always ideal to carry out a prior search on the IFSP portals [principalTwo campus, competition, open data, selective process, Suap, etc.], on Transparency Portal, do not Brazilian Open Data Portal and even use search tools, as it is often possible to find what you are looking for in active transparency. You can also contact the sectors by phone or email [until the on-site activities are resumed, use only this resource to contact the sectors].
7. Complaints must always be registered only in the system Fala.BR and forwarded to the IFSP Ombudsman's Office, which will carry out the preliminary complaint analysis (APD), which will verify whether the content has minimum elements of one of the IFSP's investigative bodies [Coet, Dapad, Uadin, other specific bodies] to carry out the admissibility judgment and possible opening of the investigative process.
8. For users who completed Encceja [from 2017] or Enem [until 2016] and chose IFSP as the certifying institution, they must request the certificate of completion of high school or partial declaration of digital proficiency, after reading the notice and instructional video available here.
For students
Dear students, considering the experience resulting from attending manifestations sent by the IFSP student body, we list below some relevant indications:
1. It is essential that students know their rights and duties under the IFSP. Therefore, always try to know documents that are related to the level, modality and type of offer of your course, such as the Didactic Organizations of Basic education and Higher Education Courses Undergraduate Studies, the Student Disciplinary Regulation (RDD), Postgraduate Regulations Latu Senso e Strictu Senso, in addition to the content of the Course Pedagogical Plan that presents the objectives, structure and practices of the course. By knowing the normative instruments, the student strengthens his participation in the course, in the institution and in the community, also getting to know the services, deadlines, appeal instances and, also, how to defend the quality of the provision of public services that he enjoys.
2. Always pay close attention to the lesson and teaching plan of each discipline, as well as its assessment tools. Always note the deadlines for carrying out activities and know the means and deadlines for opening requests for revisions to the Academic Records Coordination of your campus, if necessary.
3. If you are interested in participating in any selection process [courses, student assistance, scholarships, etc.] of the IFSP, remember that the full and attentive reading of the published notice is essential, always checking the requirements, deadlines, requested documents and channels communication to clarify doubts.
4. When you find that you are having difficulty learning a certain content, try to schedule an appointment with the professor responsible for the discipline soon and, if any difficulty persists, contact the Socio-Pedagogical Coordination of your campus, to be attended by a of the team's professionals.
5. Whenever a situation cannot be solved through direct dialogue with the professor responsible for a discipline, it is important to contact the course coordinator. If there is still no solution, you can call the Educational Directorate or the General Directorate, always looking for peaceful solutions and in line with current rules. The indication is also valid for sector services, and the responsible coordination, management, or directorate or even the Adjunct Educational or Administration Directorates, as well as the campus Directorate-General can be contacted.
6. In the event that the dialogue ends in the instances mentioned in the previous item, register a manifestation in the system Fala.BR, detailing the situation, triggered instances and responses obtained, being able to attach files [if any]. We will analyze and carry out mediation with the Directorate-General, the highest authority responsible for each campus and, when necessary, they may be forwarded to the Pro-Rectories with discretion on the content of what is being manifested.
7. It is important that complaints about the development of the activities of a discipline are, preferably, dealt with during its development and not after its conclusion, enabling improvement measures to be adopted even during the execution of the process. The indication is also valid for complaints about the provision of educational services provided by the campus sectors.
8. In the case of complaints, these should always be registered initially in the system Fala.BR, as already highlighted. It is important to pay attention to the conceptualization available in Chart 1 and seek to detail what is happening, involved, place and date [if possible], possible witnesses [if any]. If there are other data that can assist in understanding the facts, [up to 10 files] can be attached to the protocol [the system accepts different file formats], always remembering to avoid sharing personal data in terms of the manifestation and attachments.
For servers
Dear servers, considering the experience resulting from attending manifestations sent by the teachers and technical-administrative staff of the IFSP, we list below some relevant indications:
1. It is essential to always remember the legislation and rules in force that relate to your direct activities or other IFSP activities, always seeking to be based on these references in services provided to users or in dealings with other employees.
2. Dialogue should always be the first step in resolving issues of any kind within the sector or outside of it and, if this is not possible, the assistance of the immediate heads of mediation should be required as a second step towards a peaceful solution.
3. When there are doubts about the interpretation of the legislation or rules related to career and human resources, it is possible to consult the Legislation and Norms Coordination (CLN) of the Dean of Institutional Development. In case of doubts about legislation and educational norms, it is possible to consult the Department of Educational Legislation (DLED) of the Dean of Education.
4. We reiterate that the IFSP Ombudsman not monitors e-mails or processes from other sectors that are not related to the services provided by the unit or the handling of manifestations. If there are any difficulties in interpersonal relationships with other employees or managers, or if you are not getting satisfactory feedback on the services or assistance required, file a statement in the system Fala.BR so that we can mediate the situation with the competent instance in the campus or Rectory.
5. If you receive a manifestation for treatment and are unsure of how to proceed, request guidance through our institutional email contact. Always remember to preserve access to the demonstrations and their restricted content, seeking to act with discretion with other employees when it is necessary to carry out the service of the demonstration.
6. We clarify that complaints must be submitted through the Fala.BR to the Ombudsman-General and functional representations should be sent to the Dapad via institutional sector email. In the case of complaints, it is important to pay attention to the concept available in Chart 1 and seek to detail what is happening, involved, place and date [if possible], possible witnesses [if any]. If there are other data that can collaborate in understanding the facts, they may be attached to the protocol [the system accepts different file formats], always remembering to avoid sharing personal data in terms of the manifestation and attachments.
Normative acts, documents and statistics
CGU makes available in its Knowledge Repository (RC-CGU) a database of 12 communities with content related to the organ's activities. Thus, below we provide specific access to subcommunities related to work in ombudsman, available at RC-CGU, which may contain decrees, instructions and normative guidelines, jurisprudence, laws and provisional measures, normative ordinances, resolutions:
Community REGULATORY ACTS
Subcommunity OMBUDSMAN
Subcommunity FIGHT AGAINST CORRUPTION
Subcommunity PREVENTION OF CORRUPTION, INTEGRITY AND PUBLIC TRANSPARENCY
Subcommunity INTERNAL GOVERNANCE
Public Ombudsman's Manual (CGU, 2019) [PDF file for download for free]
Fala.BR User Manual
Bullying Prevention Primer (TST, 2019) [PDF file for download for free]
Harassment Primer in Organizations (IFSP, 2020) [PDF file for download for free]
The activities of the IFSP Ombudsman's Office are regulated by Decree nº 581/2021 of the CGU and guided by the other normative acts in force by the federal executive branch.
The management reports provided for in art. 14, inc. II and art. 15 of Law No. 13.460 / 2018 are prepared by the Ombudsman-General and incorporated Management report prepared by the IFSP annually, with reference to the previous year. IFSP RGs are audited and approved by the Federal Court of Auditors (TCU) and approved by the Board of Governors (Consup (Superior Council)) of the IFSP.
Is it possible to monitor the statistics of the Ombudsman's Office through the RESOLVEU Panel? CGU, with daily update: http://paineis.cgu.gov.br/resolveu/index.htm
Address and contacts
Ombudsman-General and Citizen Information Service
Rectory of the Federal Institute of Education, Science and Technology of São Paulo
Rua Pedro Vicente, nº 625, Canindé, São Paulo / SP, CEP 01109-010
11 3775 4597 | 11 3775 4600
Ombudsman-General:
Citizen Information Service:
Fala.BR: https://falabr.cgu.gov.br/
HEADS UP: If you want information, guidance or to report problems related to selection processes for technical and undergraduate courses IFSP, please contact the e-mail stating your name or the name of the candidate, registration number [when applicable] and details of the subject.
To request your certificate ou partial declaration of proficiency Get it ou Enem, follow the guidelines of the Notice no. 137/2021 [click on redirect].
Observation: As of March 16, 03, IFSP administrative activities are being carried out remotely, due to the Covid-2020 pandemic. In this sense, all contacts with the Ombudsman-General and SIC must be made through institutional e-mails, which should be used only for guidance, using the system Fala.BR records of protocols for manifestations or requests for access to information.
If you find any writing error, please let us know by email.
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