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PQRS: requests, complaints and claims

How to file a request, complaint or claim with a tracking number, how the administration handles it, and how you follow the status through to the response, in the full back-and-forth.

A PQRS is a formal request: a petition, a complaint or a claim that needs a record, an owner and a response. Unlike a loose message on the chat, a PQRS generates a tracking number and a history that does not get lost: there is a record of who filed it, when, what the administration answered and when they did. For the administration it is the work inbox for everything residents formally raise; for you it is the guarantee that your request did not die in a conversation.

Petition, complaint or claim

Choose the type carefully when filing, because it defines how it is routed:

  • Petition. Something you request: a repair, a service, an authorization, a change.
  • Complaint. A dissatisfaction: something you find wrong in how the condominium runs or in the service you received.
  • Claim. A dissatisfaction with a concrete consequence that you want corrected: a charge, a damage, a breach.

If your case is a quick question or a simple errand, before opening a PQRS try the chat with the administration, which usually settles everyday matters faster. If the matter needs a formal record, the PQRS is the channel.

How a resident files a PQRS

  1. Go to the PQRS section of the app and tap file request.
  2. Choose the type: petition, complaint or claim.
  3. Describe the case with the essentials: what happened or what you need, where, when, and what solution you expect. If the case has background, such as a payment receipt or a booking, mention it.
  4. Attach whatever helps explain it, if it applies: a photo of the damage, the supporting document.
  5. Send it. The app gives you a tracking number. Keep it: with that number you follow the whole case.

A well-written PQRS gets resolved faster. Describe facts with dates and places, skip the adjectives, and make clear from the start what solution you expect.

What the administration does

On the administration's side, each PQRS arrives at their inbox with the number, the type, your unit and the description.

  1. The administration reviews the request and classifies it according to their internal handling.
  2. They assign it or move it forward: they verify the case, coordinate with whoever is needed, apply the correction.
  3. They respond on the same channel, with the solution or the corresponding explanation, and close the case.

If they need more information, they ask for it through the PQRS itself, and your answer stays in the same history, so the case does not scatter across parallel conversations.

How you follow the status

Your PQRS moves through statuses visible in the app from the moment you send it until it closes: filed, in progress and resolved, that is, the full back-and-forth. When the status changes, or when the administration asks you something or responds, you get a notification, and everything is stored in the case history to consult later.

If a case has been open longer than reasonable, the history itself is your best argument: filing date, date of each response and time elapsed, all on record.

Best practices

  • One case, one PQRS. If you file two problems together, one of the two usually goes unresolved.
  • Verify before claiming: sometimes the charge is already explained in the receipts, or the notice already answered the question.
  • Respect the channel: a PQRS does not move faster by repeating it on the chat, but it does get delayed if information is missing.
  • Close it yourself too: when the case is resolved, review it in the app so your sign-off is recorded.

Frequently asked questions

What is the difference with the chat? The chat is everyday conversation; the PQRS is a formal request with a tracking number, statuses and history. When you need to demand a response, the PQRS.

Can I file an anonymous PQRS? The PQRS is associated with your unit so the administration can respond and give you a solution. If you prefer not to identify yourself, discuss it with your administration under their rules.

How long does the response take? It depends on your condominium's handling and on the type of case. What the PQRS guarantees is that the filing date and every step of the case are on record.

Where do I see my previous PQRS? In the PQRS section of the app, with their status and full history, including the closed ones.