Butantan Institute, is offering to members, its ombudsman’s office. This office is directly linked to the institute director, having as a goal, the constant improvement of the services offered, guaranteeing  that these must be in agreement with the needs of their members and users.

Historical background

The governor of the state of São Paulo, promulgated in April 20th 1999, the law number 10.294 with the intention of establishing basic rules of user’s defense protection according with the public service performed, supporting the user’s rights related to information, the quality of the services performed, and to the extension of control mechanisms and transparency in public management well-being.

What is an ombudsman’s office?

It is an open department to receive criticism, accusation, suggestions and compliments. The role of the ombudsman’s office is not to go after irregularities, but to contribute with the improvement of actions and the public services offered, pointing out failures and non-failures, assisting and seeking solutions to problems.
The regulation, composition and establishment of competence from the ombudsman’s office of the public services, was edited through the decree nº 44.074, in July 1st 1999.

Attributions to the ombudsman

The public ombudsman represents the citizen along with the government, acting as facilitator of actions and public services. Once he or she receives the user’s demand, the ombudsman will get in touch with other responsible parties involving such matter, following up all the actions, assuring the fast and satisfactory feedback. The ombudsman performs his tasks according to the ethical principles of legality, legitimacy, impartiality, morality, probity and publicity, as seen In the Federal constitution.   

How does it work?

Anyone could get in touch with the ombudsman’s office in the institute Butantan to register its complaint, suggestion, accusation, opinion, questions or compliments, personally, by phone, fax, electronically, or even using the suggestion’s box placed in main spots.

	Endereço eletrônico: ouvidoria@butantan.gov.br
	Telephones: 3726-7222 R. 2252 Fax: 3726-1505 - 3726-7222 R. 2251
	Boxes of suggestions: Located in Biology Museum, Microbiology Museum, Historical Museum, Lanchonete and Vital Brazil Hospital
	Personally : The Ombudsman it will be at the disposal of the 8 at 14 hours.