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The Municipal Ombudsman System celebrates its 25th anniversary with 92% of requests answered and announces improved service in 2025.
Published on 16/03/2026 - 17:40 | Updated
During the event, the 2026 yearbook and census were presented. Photo: JP Engelbrecht The Civil House, through the Sub-Secretariat for Digital Transformation and Smart City, celebrates on March 16th, National Ombudsman Day, the 25th anniversary of the Municipal Ombudsman System (SisOuv). Created in 2001, SisOuv, now with 150 dedicated professionals, is an instrument for listening to the population and improving public management. Through it, Rio de Janeiro residents register complaints, criticisms, suggestions, and compliments, contributing to the improvement of services offered by the City Hall.
Since its integration into the 1746 Call Center in 2011, approximately 2,5 million complaints have been registered in the system. In 2025 alone, approximately 258 complaints were received. The average response time was 12 days, with 92% of requests answered within the established timeframe.
– The ombudsman service is much more than a listening channel: it's a permanent commitment to the citizen. Each complaint we receive represents an opportunity to improve services, review processes, and raise the quality standard of public administration, always with the goal of delivering to the people of Rio the respect and excellence they deserve. Over the years, SisOuv has also increasingly incorporated technology to transform public feedback into intelligence for management. Through data analysis, reports, and periodic bulletins, we are able to identify recurring demands, guide decisions, and contribute to more effective public policies. It is a source of great pride to see how the Municipal Ombudsman has consolidated itself as an instrument of transparency, participation, and continuous improvement for the City of Rio – says Leandro Matieli, Municipal Secretary of the Civil House.
SisOuv 2026 Award
This Monday, at an event with all municipal ombudsmen, the winners of the SisOuv 2026 Award were announced, recognizing the municipal ombudsman offices that have excelled in serving the public. The initiative rewards the teams that presented the best results in managing citizen complaints, focusing on the quality of responses, meeting deadlines, and continuous improvement of public services.
In this year's edition, three institutions were awarded prizes in different categories based on size and administrative structure. In the Large Size category, the winner was the Municipal Secretariat of Social Assistance (SMAS). In the Small and Medium Size category, the recognition was granted to the Public Health Company of Rio de Janeiro S/A (Riosaúde). Finally, in the Decentralized Ombudsman category, the winner was the 1st Regional Education Coordination (CRE).
The system also includes decentralized ombudsman offices, which expand services to the population, especially in the areas of Health and Education, with their own structures in the Primary Care Coordination offices and the Regional Education Coordination offices.
During Monday's event, the 2026 yearbook and census were also presented. The yearbook summarizes the services provided by each ombudsman's office and the main variations compared to the previous year. The census aims to portray the profile of professionals working in the municipality's ombudsman's offices. Both instruments are fundamental for the development of the 2026 plan and for improving service.
