The Mossos d'Esquadra have launched this year a prior appointment system for filing complaints with the aim of offering a better service to citizens. The plan is already available in all police stations and has allowed waiting times for filing complaints at citizen service offices (OAC) to be reduced by 28% compared to 2020, as the volume of work can be better managed and redistributed.
The prior appointment system is consolidating, so that now 27% of visits to police stations to report are already requested through the portal. During the first half of this year, the volume of prior appointments accounted for 26% of the total visits and the trend in the use of the service continues to rise.
How the prior appointment works
Citizens, from home, can book an appointment to file their complaint by accessing the prior appointment system available through the platform https://mossos.gencat.cat/es/serveis_i_tramits/Cita_previa. From this interface, you can choose the police station to go to file the complaint and select the time slot in which you want to be attended from those available, between 6 am and 10 pm. This plan enhances virtual interaction tools with citizens and modernizes the procedures of police stations throughout the territory.
Waiting times at citizen service offices (OAC) have been reduced by 28% compared to 2020The new corporate tool, which has been developed in collaboration with the Directorate General for Citizen Attention (DGAC), allows, on the one hand, to better manage the workloads of the citizen service offices (OAC), which are responsible for collecting complaints, and on the other hand, to organize the flow of users who go to the police station to avoid long waiting queues to be attended, as many people concentrate in the same time slot.
For which procedures can an appointment be booked?
The prior appointment system is available for the most common procedures and complaints. Thus, it is possible to book an appointment for administrative procedures, such as the declaration of a travel permit abroad for minors, and to report non-criminal acts such as loss of documentation and/or objects. Criminal acts that do not require complex instruction can also be reported through prior appointment, such as burglaries in homes and establishments, thefts, robberies inside vehicles and minor damages, apart from robberies with violence and intimidation, injuries, threats, vehicle theft and occupation of properties.
Complaints related to especially serious and urgent crimes continue to be handled at the police station without the need for a prior appointment and on a preferential basis.
The system is compatible with complaints without prior appointment. That is, it is not mandatory to use the prior appointment system to go to the police station to report, but it is advisable to obtain better service in relation to waiting times for non-urgent procedures and complaints.
In case of having been a victim of especially serious and urgent crimes, it is not necessary to use the prior appointment and you can go directly to a police station, where you will receive in-person and preferential attention.Reducing waiting times at police stations for filing complaints is one of the commitments of the Policía de la Generalitat - Mossos d'Esquadra to provide better quality of care at all times. To offer this option, some 8,200 members of the force have received the necessary training to successfully manage the prior appointment service.
You can access the prior appointment booking at the following link: