LETTER ON DIGNIFIED TREATMENT OF CITIZENS

Mission

The Regional Autonomous Corporation of the Sinú and San Jorge Valleys (CVS) is responsible for implementing policies, plans, programs, and projects related to the environment and renewable natural resources, as well as ensuring the full and timely enforcement of current legal provisions regarding their protection, administration, management, and use, in accordance with the regulations, guidelines, and directives issued by the Ministry of Environment, Housing, and Territorial Development.

Vision

The Regional Autonomous Corporation of the Sinú and San Jorge Valleys (CVS) works in a timely and appropriate manner to conserve, protect, and manage natural resources and the environment for the sustainable development of the department of Córdoba, through environmental management and community participation.

For the CAR CVS, it is important to effectively ensure the exercise of the following rights:

  1. To be treated with the respect and consideration befitting human dignity.
  2. To submit requests in any form—verbally, in writing, or by any other appropriate means—without the need for a representative, as well as to obtain information and guidance regarding the requirements established by current regulations for such purposes.
  3. Receive a timely and effective response to your requests within the established timeframes.
  4. To be informed, unless otherwise prohibited by law, of the status of the proceedings or process, and to obtain copies, at their own expense, of the relevant documents.
  5. Subject to any legal restrictions, to obtain information contained in the Entity’s public records and archives, in accordance with the provisions of the Constitution and applicable laws.
  6. To receive special and preferential treatment in the case of persons with disabilities, children, adolescents, pregnant women, or older adults, and in general, persons who are defenseless or in a state of obvious vulnerability, in accordance with Article 13 of the Constitution.
  7. Ensure that employees working for the Corporation fulfill their responsibilities.
  8. To submit statements and provide documents or other evidence in any administrative proceeding in which they have an interest; to have such documents evaluated and taken into account by the authorities when making a decision; and to be informed by the authorities of the outcome of their participation in the relevant proceeding.
  9. Any other person recognized by the Constitution and the laws.
  1. Comply with the Constitution and the laws.
  2. Treat the Corporation's employees and staff with respect and dignity.
  3. Understand the requirements, procedures, and terms of service.
  4. Act in accordance with the principle of good faith, refraining from using delaying tactics in proceedings, and from knowingly making or submitting false statements or documents or making reckless assertions, among other conduct.
  5. Exercise your rights responsibly, and accordingly refrain from submitting requests that are clearly unfounded.
  6. Comply with the requirements or procedures established by current regulations or by the Regional Autonomous Corporation of the Sinú and San Jorge Valleys (CVS) in order to access services or to process applications and requests.
  7. Request the documents and/or services you need in a timely and respectful manner.
  8. Please review the documents and submit the required information in a timely manner to help expedite the processing and identification of your request or need.
  9. Avoid repeating or duplicating requests to streamline the process.
  10. Use valid, legitimate, and current documents or statements.
  11. Please adhere to the established schedules for service provision.
  12. Please take care of the facilities and amenities provided for your service, comfort, and well-being.
  1. Treat everyone with respect, consideration, and diligence, without exception.
  2. Ensure in-person customer service for at least forty (40) hours per week, scheduled in a manner that meets service needs.
  3. Attend to all individuals who have entered their offices during normal business hours.
  4. Establish a shift system tailored to the needs of the service and new technologies, to ensure the orderly handling of requests, complaints, reports, or claims.
  5. Issue, publicize, and update annually a charter on the dignified treatment of users, in which the relevant authority specifies all user rights and the measures taken to effectively guarantee them.
  6. Process requests received by fax or electronically.
  7. Assign specialized departments the responsibility of handling complaints and claims, and providing guidance to the public.
  8. Adopt technological means for processing and resolving requests, and allow the use of alternative methods for those who do not have access to such means.
  9. Provide suitable spaces for reviewing files and documents, as well as for serving the public in a comfortable and orderly manner.
  10. All others specified in the Constitution, the law, and the regulations.

The following channels are available for anyone to submit requests, inquiries, complaints, claims, suggestions, compliments, or reports:

Personalized Service:

Through this platform, members of the public can directly access service points at the main office located at Carrera 6 # 61-25, Barrio los Bongos, Montería – Córdoba, or at any of the Corporation’s branch offices. Through this platform, you can access information about CVS services, submit suggestions, file complaints and claims, or complete environmental procedures and reports. Office hours for the public are from 8:00 AM to 12:00 PM and from 2:00 PM to 6:00 PM.

Customer Service

This is the channel through which members of the public send physical mail (letters, official correspondence, requests) to communicate with either the Director General or any of the Corporation’s departments. This type of correspondence is received by the Records and Correspondence Office on the 1st (First Floor – Main Headquarters), which will forward it to the appropriate party. The office also handles requests for information, complaints, and claims, as well as environmental procedures and reports.

Postal Mail

This is the channel through which members of the public send physical mail (letters, official correspondence, requests) to communicate with either the Director General or any of the Corporation’s departments. This type of correspondence is received by the Records and Correspondence Office on the 1st (First Floor – Main Headquarters), which will forward it to the appropriate party. The office also handles requests for information, complaints, and claims, as well as environmental procedures and reports.

Email

Residents can use this email address to contact the agency, expedite their requests, request information about CVS services, submit suggestions, file complaints, and request information about procedures. The official email address for these citizen services is: cvs@cvs.gov.co.

Institutional Website (www.cvs.gov.co)

An online platform where citizens can find information about the Corporation’s activities and the services it provides. This platform includes various communication channels that citizens can use—such as forums, online customer service, and the PQR system—to directly request information, file complaints, submit suggestions, and obtain details about administrative procedures and environmental complaints.

Institutional Website www.cvs.gov.co

Given the rise of social media, and in accordance with the recommendations of the Gel 3.1 manual, the corporation has created a Twitter account (@corporacionCVS) and a Facebook page (CVS Córdoba Montería) as part of its strategy to promote and disseminate information about the CVS’s activities.

One-Stop Online Environmental Services Portal – VITAL

An online platform where citizens can find information about the Corporation’s activities and the services it provides. This platform includes various communication channels that citizens can use—such as forums, online customer service, and the PQR system—to directly request information, file complaints, submit suggestions, and obtain details about administrative procedures and environmental complaints.