4 - Reinforcement of Reporting Channels and Protection of Whistleblowers
Brief description of the commitment: Consolidation of institutional mechanisms for the prevention, detection and addressing of acts of corruption and irregularities, through the improvement of existing reporting channels and the creation of new systems that are safer and more accessible to citizens.
Organization leading the commitment: Board of Transparency and Public Ethics (JUTEP), Ministry of Economy and Finance - General Directorate of Taxation (DGI) and Internal Auditing Office of the Nation (AIN), the latter two co-leading Milestones 1 and 5.
Supporting Institutions/Organizations: Presidency of the Republic and the Agency for Electronic Government and Information and Knowledge Society ( Agesic).
Person responsible for the commitment: Ana María Ferraris Barrios, President of JUTEP. Contact: aferraris@jutep.gub.uy
Technical head: Rosario Ibarra, Head of Complaints and Training. Contact: ribarra@jutep.gub.uy
Stakeholders:
- Government: Presidency of the Republic.
Implementation period: September 2025 - June 2029.
Problem definition
What problem does the commitment intend to address?
Deficiencies in the processes for handling and monitoring complaints in the public sector.
What are the causes of the problem?
The main challenge lies in the lack of defined procedures that allow for effective, efficient, and transparent management in the treatment, monitoring, and response capacity of cases reported through current reporting channels.
Description of the commitment
What has been done so far to solve the problem?
JUTEP has provided information on complaint mechanisms on its institutional website and has implemented the Complaint Filing service on the portal.
What solution does it propose?
To promote the implementation of complaint channels in organizations that do not have such a reception mechanism.
To establish a network between public bodies that allows for appropriate coordination between subsystems, ensuring proper processing and follow-up of complaints received.
Regulate the process of receiving and managing complaints and protecting whistleblowers through the regulation of Law No. 19,823 of September 2019, or other type of adaptation according to the corresponding agency.
What results do we want to achieve by implementing this commitment?
To define the scope and applicable concepts through the corresponding regulations.
To regulate the processing procedures.
To protect the whistleblower.
To generate statistical indicators on the management of complaints and make them available as open data.
To raise awareness in society regarding the importance of reporting irregular acts or corrupt practices.
To adapt the computer systems as per the proposed changes.
Commitment analysis
How will the commitment promote transparency?
It will provide clear and timely answers to those who file complaints, as well as to society as a whole, through the publication of the corresponding rulings.
How will the commitment help foster accountability?
By creating reporting channels, regulating the reporting process, and publishing the results, it will contribute to preventing and combating corruption in the public sector. This clear and consistent communication encourages citizens to actively participate and feel part of a more ethical and transparent administration.
How will this commitment improve citizen participation in defining, implementing, and monitoring solutions?
It will allow for greater social participation in the fight against corruption.
| Milestone | Milestone Description | Expected result | Completion date | Leading institution |
|---|---|---|---|---|
| 1 | Pilot experiences on receiving and managing complaints in public bodies. | Design, implementation and evaluation of complaint management models in at least three public bodies. Improved processing times and response times for complaints. | June 2029 | Ministry of Economy and Finance - General Directorate of Taxation Internal Auditing Office of the Nation |
| 2 | Regulatory Decree of Law No. 19,823 of September 2019. | Preparation, discussion and approval of the Regulatory Decree. | December 2026 | Board of Transparency and Public Ethics |
| 3 | Implementation of the whistleblower protection system. | Strengthening the regulatory and institutional framework that provides guarantees and effective protection to whistleblowers and witnesses | June 2029 | Board of Transparency and Public Ethics |
| 4 | Improvement in the computer system | Generation of statistical indicators regarding complaint management. Publication of information in open data formats. | June 2029 | Board of Transparency and Public Ethics |
| 5 | Multi-stakeholder governance model for strengthening the reporting system. | Agreed and established multi-stakeholder governance model. | December 2028 | Ministry of Economy and Finance - General Directorate of Taxation National Internal Audit Office |
| 6 | Training and dissemination on the use of reporting channels. | Expanding knowledge about available reporting channels, their guarantees and procedures. Improving the quality of complaints. | June 2029 | Board of Transparency and Public Ethics |