Quality and Charter of Services

Royal Decree 951/2005, of 29 July, establishing a general framework for the improvement of quality in Public Administrations Open in new window , outlines the regulatory framework of the measures encouraging the improvement of quality of public services in the General State Administration. By means of Instruction of 25 July 2007 on the actions to improve the quality of public services within the scope of the Ministry of Economy and Finance Open in new window (PDF, 68,6 KB approx.), the quality commitments made by this Department were carried out, which is reflected in several measures such as the preparation of charters of services, the establishment of a grievances and complaints system, or quality excellence awards.

Service Charters in force:

Tax Agency;
- Service Charter
National Mint. FNMT
- Charter of Services (PDF, 498 KB approx.)
- Tri-fold leaflet (PDF, 306 KB approx.)
- Resolution BOE (Spanish State Gazette)
Directorate General for Cadastre
- Service charter 2024-2027 (PDF, aprox. 993 KB)
- Tri-fold leaflet (PDF, aprox. 1,5 MB)
- Resolution BOE (Spanish State Gazette)
Subdirectorate General for Information, Documentation and Publications
- Central Archive
  - Charter of Services 2023 - 2026 (PDF, approx. 1,2 MB)
  - Tri-fold leaflet (PDF, 4 Mb approx.)
  - Resolution BOE(Spanish State Gazette)
- Central Library
  - Charter of Services 2023 - 2026 (PDF, approx. 1,2 MB)
  - Tri-fold leaflet (PDF, 4.8 MB approx.)
  - Resolution BOE (Spanish State Gazette)
- Administrative Information
  - Charter of Services 2023 - 2026 (PDF, approx. 1,2 MB)
  - Tri-fold leaflet (PDF, 3.6 MB approx.)
  - Resolution BOE (Spanish State Gazette)
- Publications
  - Charter of Services 2023 - 2026 (PDF, approx. 1,0 MB)
  - Tri-fold leaflet (PDF, 6.4 MB approx.)
  - Resolution BOE (Spanish State Gazette)
Institute of Fiscal Studies
- Charter of Services 2025 - 2028 (PDF, 1.5 MB approx.)
- Tri-fold leaflet (PDF, 428 KB approx.)
- Resolution BOE (Spanish State Gazette)
State Vehicle Fleet
- Charter of Services 2015 - 2018 (PDF, 187 KB approx.)
- Tri-fold leaflet (PDF, 114 KB approx.)
- Resolution BOE (Spanish State Gazette)
Tobacco Market Commission
- Charter of Services 2018 - 2021 (PDF, 585 KB approx.)
- Tri-fold leaflet (PDF, 160 KB approx.)
- Resolution BOE (Spanish State Gazette)