Making a complaint, suggestion or compliment about a public service

Whenever you use a public service, whether in person, online or over the phone, you have the right to make a complaint, suggestion or compliment about that service.

Your complaints, suggestions or compliments will need to be entered into the Livro Amarelo [Yellow Book], also known as the Public Administration Complaints Book.

You can do this online in the Electronic Yellow Book or ask for the paper copy of the Livro Amarelo to complete in person at a service counter.

Service channels

Learn where you can carry out the service and what are the advantages of each channel

  • Make it now

    Make you request through the Electronic Yellow Book

    Free of charge

    Log in with your Digital Mobile Key or Citizen Card, or enter your details manually

  • Ask for the Livro Amarelo (Public Administration Complaints Book) at a service counter of the public entity about which you want to make a complaint, suggestion or compliment

    Free of charge

    Search for a point of service near you:

How can I Make a complaint, suggestion or compliment about a public service?

Online

  1. Go to the Electronic Yellow Book.
  2. Use the search box to look for the public entity, service or place of service you used.
    • On the search results page on the left-hand side, there are several filters to help you find what you are looking for.
  3. After selecting the service, choose whether you want to make a complaint, a suggestion, or pay a compliment.
  4. Fill in the form with the information requested.
  5. Log in with your Digital Mobile Key or Citizen Card, or enter your details manually.
    • If you have an identity card, enter the ID card number in the field where the Citizen Card number is requested.
  6. If you have entered your details manually, you will then need to validate them via the email you receive in order to proceed.
  7. Once the details have been validated, proof of submission will be sent to your email address. Please keep this proof until the public entity has sent you a reply. Any changes made to the file will also be communicated by email.

If you wish, you can make a complaint anonymously. The entity you are complaining about will not have access to your personal data.

In person

Ask for the Livro Amarelo (Public Administration Complaints Book) at a service counter of the public entity about which you want to make a complaint, suggestion or compliment.

What is needed to Make a complaint, suggestion or compliment about a public service?

Whether you do it online or on paper, you will need to indicate the number on your identity document:

  • Citizen Card or identity card for persons with Portuguese citizenship.
  • passport for non-nationals.

Who much does it cost to Make a complaint, suggestion or compliment about a public service?

It is free of charge, both online and on paper.

What is the Deadline for receiving a reply about a complaint?

The public entity responsible for the service must reply within a maximum of 15 working days from the date of the complaint.

The reply is always sent by email to the email address you indicate when you make your complaint, suggestion or compliment.

You can look up past complaints, suggestions and compliments by logging into the dedicated area of the ePortugal portal.