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REPUBLIC OF MOZAMBIQUE
National Complaints and Reports Portal
IGE and IGSAE · Citizens speak. The State responds.
Citizens speak.
The State responds.
TRANSPARENCY · INTEGRITY
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SUBMIT OR TRACK A CASE
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NATIONAL COMPLAINTS AND REPORTS PORTAL

Help and Training Centre

Guidance, guides, FAQs and support materials for citizens, officers and managers of the National Complaints and Reports Portal.

Submit a Case

Learn how to submit a complaint, grievance, petition or report.

Start
Track a Case

Find out how to check the status of your case.

Access
Frequently Asked Questions

Find answers to the most common questions.

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AUDIENCE:
ALL
CITIZENS
IGE STAFF
IGSAE STAFF
TOPIC:
ALL
SUBMISSION
COMPLAINTS
GRIEVANCES
PETITIONS
REPORTS
TRACKING
CONFIDENTIALITY
STAFF

PROCESS

How It Works

All submitted cases follow a structured flow to ensure transparency, traceability and accountability.

1
SUBMISSION
2
RECEPTION
3
TRIAGE
4
ROUTING
5
INVESTIGATION
6
RESOLUTION
7
CLOSURE

CITIZENS

Citizen Guides

No guide matches the selected filters.

STAFF

Staff Guides

Role-based procedures for officers and managers of the responsible institutions.

ROLE

Reception Officer

RESPONSIBILITIES

Receiving and recording cases submitted in person, by phone or by mail.

Open Guide

ROLE

Triage Officer

RESPONSIBILITIES

Initial analysis, classification and routing of cases to the competent body.

Open Guide

CLASSIFICATION

Case Types

Complaints, Grievances and Petitions are handled by the General State Inspectorate (IGE). Reports related to economic activities are handled by IGSAE.

Complaint
IGE

Dissatisfaction with public services, customer service or the functioning of State institutions.

Grievance
IGE

Reports of misconduct, abuse of power or breach of duty by public officials or entities.

Petition
IGE

Formal request to the State for review, intervention or adoption of measures.

Report
IGSAE

Reports related to economic activities, consumer protection, food safety or potential offences by economic operators.

HELP

Frequently Asked Questions
Do I need to create an account?
Can I submit a case via WhatsApp?
How do I track my case?
What does confidentiality mean?
How long does resolution take?
Can I attach photos or documents?

DOWNLOADS

Documents and Support Materials
Citizen Guide

PDF · OFFICIAL DOCUMENT

Full manual for portal users.

Download
Reception Officer Manual

PDF · OFFICIAL DOCUMENT

Reception and registration procedures.

Download
Triage Officer Manual

PDF · OFFICIAL DOCUMENT

Classification and routing criteria.

Download
Case Manager Manual

PDF · OFFICIAL DOCUMENT

Investigation and resolution of cases.

Download
Frequently Asked Questions

PDF · OFFICIAL DOCUMENT

Compilation of the main questions.

Download

SUPPORT

Need Help?

TOLL-FREE LINE

1490

Free call

WHATSAPP

+258 84 000 0000

Official channel

EMAIL

apoio@reclamacoes.gov.mz

Reply within 48h

HOURS

07:30 – 15:30

Monday to Friday

OFFICIAL CHANNELS

Web Portal
Android App
Official WhatsApp
Toll-Free Line 1490

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