{"id":35614,"date":"2023-01-12T04:55:50","date_gmt":"2023-01-12T07:55:50","guid":{"rendered":"https:\/\/wwwdesenv.joomlamultidesenv.go.gov.br\/agr\/?page_id=30399"},"modified":"2025-12-15T09:54:44","modified_gmt":"2025-12-15T12:54:44","slug":"ouvidoria","status":"publish","type":"page","link":"https:\/\/goias.gov.br\/agr\/ouvidoria\/","title":{"rendered":"Ouvidoria"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"35614\" class=\"elementor elementor-35614\">\n\t\t\t\t<div class=\"elementor-element elementor-element-368faae e-flex e-con-boxed e-con e-parent\" data-id=\"368faae\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-4e9d781 e-con-full e-flex e-con e-child\" data-id=\"4e9d781\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5ceb6e4 elementor-widget elementor-widget-image\" data-id=\"5ceb6e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/goias.gov.br\/agr\/wp-content\/uploads\/sites\/43\/2023\/01\/baner-ouvidoria.jpg\" title=\"\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bee3035 elementor-widget elementor-widget-text-editor\" data-id=\"bee3035\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<div id=\"sppb-addon-wrapper-1665165185987\" class=\"sppb-addon-wrapper\"><div id=\"sppb-addon-1665165185987\" class=\"clearfix \"><div class=\"sppb-addon sppb-addon-text-block \"><div class=\"sppb-addon-content\"><p><strong>O funcionamento da Ouvidoria da AGR \u00e9 de segunda a sexta-feira, das 8h \u00e0s 12h e das 13h \u00e0s 18h para atendimento presencial, e das 7h \u00e0s 18h para atendimentos de Call Center, WhatsApp e e-mail, exceto nos feriados e pontos facultativos.<br \/><\/strong><br \/><img decoding=\"async\" class=\"wp-image-35679 alignleft\" src=\"https:\/\/goias.gov.br\/agr\/wp-content\/uploads\/sites\/43\/2024\/01\/qr-code-ouvidoria-1-300x300.png\" alt=\"\" width=\"109\" height=\"109\" srcset=\"https:\/\/goias.gov.br\/agr\/wp-content\/uploads\/sites\/43\/2024\/01\/qr-code-ouvidoria-1-300x300.png 300w, https:\/\/goias.gov.br\/agr\/wp-content\/uploads\/sites\/43\/2024\/01\/qr-code-ouvidoria-1-150x150.png 150w, https:\/\/goias.gov.br\/agr\/wp-content\/uploads\/sites\/43\/2024\/01\/qr-code-ouvidoria-1-768x768.png 768w, https:\/\/goias.gov.br\/agr\/wp-content\/uploads\/sites\/43\/2024\/01\/qr-code-ouvidoria-1.png 1020w\" sizes=\"(max-width: 109px) 100vw, 109px\" \/>Saneamento b\u00e1sico e transporte intermunicipal &#8211;\u00a0<strong>0800 704 3200<br \/><\/strong>Exclusivo para energia el\u00e9trica &#8211;\u00a0<strong>0800 727 0167<br \/><\/strong>WhatsApp:\u00a0<a href=\"https:\/\/api.whatsapp.com\/send?phone=5562984807353&amp;text=Ol%C3%A1,%20preciso%20do%20atendimento%20da%20Ouvidoria%20da%20AGR%20sobre%20transporte%20intermunicipal%20ou%20saneamento%20b%C3%A1sico\">62 98480 7353<\/a><strong><br \/><\/strong>E-mail:\u00a0<a href=\"mailto:ouvidoria@agr.go.gov.br\">ouvidoria@agr.go.gov.br<\/a><\/p><p>\u00a0<\/p><p>Atendimento Presencial:<br \/>Avenida Goi\u00e1s, 305 &#8211; Setor Central, Goi\u00e2nia\/GO<br \/>3\u00ba andar do Edif\u00edcio Visconde de Mau\u00e1 &#8211; Sede da AGR<\/p><\/div><\/div><\/div><\/div><div id=\"sppb-addon-wrapper-1665169172098\" class=\"sppb-addon-wrapper\"><div id=\"sppb-addon-1665169172098\" class=\"clearfix \"><div class=\"sppb-addon sppb-addon-text-block \"><div class=\"sppb-addon-content\">\u00a0<\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e01d6e0 elementor-widget elementor-widget-n-accordion\" data-id=\"e01d6e0\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;default_state&quot;:&quot;all_collapsed&quot;,&quot;max_items_expended&quot;:&quot;one&quot;,&quot;n_accordion_animation_duration&quot;:{&quot;unit&quot;:&quot;ms&quot;,&quot;size&quot;:400,&quot;sizes&quot;:[]}}\" data-widget_type=\"nested-accordion.default\">\n\t\t\t\t\t\t\t<div class=\"e-n-accordion\" aria-label=\"Accordion. Open links with Enter or Space, close with Escape, and navigate with Arrow Keys\">\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2350\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"1\" tabindex=\"0\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2350\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> Compet\u00eancias da Ouvidoria Setorial <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-angle-down\" viewBox=\"0 0 320 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M143 352.3L7 216.3c-9.4-9.4-9.4-24.6 0-33.9l22.6-22.6c9.4-9.4 24.6-9.4 33.9 0l96.4 96.4 96.4-96.4c9.4-9.4 24.6-9.4 33.9 0l22.6 22.6c9.4 9.4 9.4 24.6 0 33.9l-136 136c-9.2 9.4-24.4 9.4-33.8 0z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-angle-right\" viewBox=\"0 0 256 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M224.3 273l-136 136c-9.4 9.4-24.6 9.4-33.9 0l-22.6-22.6c-9.4-9.4-9.4-24.6 0-33.9l96.4-96.4-96.4-96.4c-9.4-9.4-9.4-24.6 0-33.9L54.3 103c9.4-9.4 24.6-9.4 33.9 0l136 136c9.5 9.4 9.5 24.6.1 34z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2350\" class=\"elementor-element elementor-element-fbb2074 e-con-full e-flex e-con e-child\" data-id=\"fbb2074\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-769abad elementor-widget elementor-widget-text-editor\" data-id=\"769abad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li><p><strong>Decreto n\u00ba 9553\/2019<\/strong><\/p><p><strong>Art. 54. Compete \u00e0 Ouvidoria Setorial:<\/strong><\/p><p>I &#8211; promover e atuar diretamente na defesa dos direitos do usu\u00e1rio de servi\u00e7os p\u00fabicos, nos termos da Lei Federal n\u00ba 13.460, de 26 de junho de 2017, em conson\u00e2ncia com as orienta\u00e7\u00f5es e diretrizes expedidas pela Controladoria-Geral do Estado, \u00f3rg\u00e3o central de ouvidoria do Estado;<\/p><p>II &#8211; receber, analisar e responder a todas as manifesta\u00e7\u00f5es a ela encaminhadas;<\/p><p>III &#8211; receber, analisar e encaminhar os pedidos de acesso \u00e0 informa\u00e7\u00e3o de que trata a Lei n\u00ba\u00a0<a href=\"https:\/\/legisla.casacivil.go.gov.br\/pesquisa_legislacao\/90142\/lei-18025\">18.025<\/a>, de 22 de maio de 2013;<\/p><p>IV &#8211; processar informa\u00e7\u00f5es obtidas por meio das manifesta\u00e7\u00f5es recebidas e das pesquisas de satisfa\u00e7\u00e3o realizadas com a finalidade de subsidiar as a\u00e7\u00f5es de governo;<\/p><p>V &#8211; monitorar e avaliar periodicamente a Carta de Servi\u00e7os, observando as diretrizes e orienta\u00e7\u00f5es t\u00e9cnicas expedidas pela Secretaria de Estado da Administra\u00e7\u00e3o, \u00f3rg\u00e3o central respons\u00e1vel pela gest\u00e3o da qualidade dos servi\u00e7os p\u00fablicos;<\/p><p>VI &#8211; exercer a articula\u00e7\u00e3o permanente com outras inst\u00e2ncias e mecanismos de participa\u00e7\u00e3o e controle social;<\/p><p>VII &#8211; produzir e analisar dados e informa\u00e7\u00f5es sobre as atividades de ouvidoria realizadas, bem como propor e monitorar a ado\u00e7\u00e3o de medidas para a corre\u00e7\u00e3o e preven\u00e7\u00e3o de falhas e omiss\u00f5es na presta\u00e7\u00e3o de servi\u00e7os p\u00fablicos, caso necess\u00e1rio;<\/p><p>VIII &#8211; atuar em conjunto com os demais canais de comunica\u00e7\u00e3o com o usu\u00e1rio de servi\u00e7os p\u00fablicos, orientando-os acerca do tratamento de manifesta\u00e7\u00f5es;<\/p><p>IX &#8211; exercer a\u00e7\u00f5es de media\u00e7\u00e3o e concilia\u00e7\u00e3o, bem como outras a\u00e7\u00f5es para a solu\u00e7\u00e3o pac\u00edfica de conflitos entre servidores, cidad\u00e3os, usu\u00e1rios de servi\u00e7os e \u00f3rg\u00e3os e entidades, com a finalidade de ampliar a resolutividade das manifesta\u00e7\u00f5es recebidas e melhoria da efetividade das atividades;<\/p><p>X &#8211; para a consecu\u00e7\u00e3o de seus objetivos, as ouvidorias em car\u00e1ter preliminar, na busca de ind\u00edcios de autoria e materialidade, poder\u00e3o realizar dilig\u00eancias, bem como solicitar documentos que demonstrem a realidade dos fatos, al\u00e9m de terem acesso aos sistemas informatizados e bancos de dados;<\/p><p>XI &#8211; manter-se atualizada quanto \u00e0 presta\u00e7\u00e3o dos servi\u00e7os p\u00fablicos executados por parte das empresas e entidades (OS e OSCIP) reguladas, controladas e fiscalizadas pela AGR;<\/p><p>XII &#8211; estabelecer pol\u00edticas de a\u00e7\u00e3o por meio de planos, programas, metas e projetos espec\u00edficos, visando maior efici\u00eancia no atendimento das reclama\u00e7\u00f5es dos usu\u00e1rios dos servi\u00e7os p\u00fablicos e das atividades econ\u00f4micas regulados, controlados e fiscalizados pela AGR;<\/p><p>XIII &#8211; promover, com a devida assist\u00eancia t\u00e9cnica e jur\u00eddica dos setores competentes da AGR, reuni\u00f5es de media\u00e7\u00e3o entre os usu\u00e1rios e prestadores de servi\u00e7os p\u00fablicos e de atividades econ\u00f4micas sujeitos \u00e0 regula\u00e7\u00e3o;<\/p><p>XIV &#8211; celebrar, devidamente assistida pela Procuradoria Setorial, termo de acordo entre os usu\u00e1rios e prestadores de servi\u00e7os p\u00fablicos e das atividades econ\u00f4micas sujeitos \u00e0 regula\u00e7\u00e3o;<\/p><p>XV &#8211; propor ao setor competente a aplica\u00e7\u00e3o de penalidades, na forma legal;<\/p><p>XVI &#8211; realizar outras atividades correlatas.<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1f84712 e-con-full e-flex e-con e-child\" data-id=\"1f84712\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-15e7b8f elementor-widget elementor-widget-image\" data-id=\"15e7b8f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.portal.agr.go.gov.br\/ouvidoria\/login.jsp\" target=\"_blank\">\n\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/goias.gov.br\/agr\/wp-content\/uploads\/sites\/43\/2023\/01\/reclamacao-ouvid.png\" title=\"\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2e710c4 elementor-widget elementor-widget-image\" data-id=\"2e710c4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.go.gov.br\/servicos-digitais\/cge\/nova-ouvidoria\/nova-manifestacao\/tela-lai\" target=\"_blank\">\n\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/goias.gov.br\/agr\/wp-content\/uploads\/sites\/43\/2023\/01\/info.png\" title=\"\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-926a9c3 elementor-widget elementor-widget-image\" data-id=\"926a9c3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.portal.agr.go.gov.br\/ouvidoria\/pages\/externo\/acompanharManifestacao.xhtml\" target=\"_blank\">\n\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/goias.gov.br\/agr\/wp-content\/uploads\/sites\/43\/2023\/01\/consultar-protocolo-reclamacoes1.png\" title=\"\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-64eb8d1 elementor-widget elementor-widget-image\" data-id=\"64eb8d1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/goias.gov.br\/agr\/relatorio-de-ouvidoria-setorial\/\" target=\"_blank\">\n\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/goias.gov.br\/agr\/wp-content\/uploads\/sites\/43\/2023\/01\/relatorio-ouvidoria.png\" title=\"\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-80697ce elementor-widget elementor-widget-image\" data-id=\"80697ce\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/goias.gov.br\/agr\/wp-content\/uploads\/sites\/43\/2024\/01\/Cartilha_Ouvidoria_Setorial_AGR.pdf\" target=\"_blank\">\n\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/goias.gov.br\/agr\/wp-content\/uploads\/sites\/43\/2023\/01\/orientacao-usuarios-1-1.png\" title=\"\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a2227d elementor-widget elementor-widget-image\" data-id=\"0a2227d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/goias.gov.br\/agr\/legislacao-ouvidoria\/\" target=\"_blank\">\n\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/goias.gov.br\/agr\/wp-content\/uploads\/sites\/43\/2024\/01\/legislacao.png\" title=\"\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>O funcionamento da Ouvidoria da AGR \u00e9 de segunda a sexta-feira, das 8h \u00e0s 12h e das 13h \u00e0s 18h para atendimento presencial, e das 7h \u00e0s 18h para atendimentos de Call Center, WhatsApp e e-mail, exceto nos feriados e pontos facultativos.Saneamento b\u00e1sico e transporte intermunicipal &#8211;\u00a00800 704 3200Exclusivo para energia el\u00e9trica &#8211;\u00a00800 727 0167WhatsApp:\u00a062 [&hellip;]<\/p>\n","protected":false},"author":77,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-35614","page","type-page","status-publish","hentry"],"rttpg_featured_image_url":null,"rttpg_author":{"display_name":"barbaragodoy","author_link":"https:\/\/goias.gov.br\/agr\/author\/barbaragodoy\/"},"rttpg_comment":0,"rttpg_category":null,"rttpg_excerpt":"O funcionamento da Ouvidoria da AGR \u00e9 de segunda a sexta-feira, das 8h \u00e0s 12h e das 13h \u00e0s 18h para atendimento presencial, e das 7h \u00e0s 18h para atendimentos de Call Center, WhatsApp e e-mail, exceto nos feriados e pontos facultativos.Saneamento b\u00e1sico e transporte intermunicipal &#8211;\u00a00800 704 3200Exclusivo para energia el\u00e9trica &#8211;\u00a00800 727 0167WhatsApp:\u00a062&hellip;","_links":{"self":[{"href":"https:\/\/goias.gov.br\/agr\/wp-json\/wp\/v2\/pages\/35614","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/goias.gov.br\/agr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/goias.gov.br\/agr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/goias.gov.br\/agr\/wp-json\/wp\/v2\/users\/77"}],"replies":[{"embeddable":true,"href":"https:\/\/goias.gov.br\/agr\/wp-json\/wp\/v2\/comments?post=35614"}],"version-history":[{"count":2,"href":"https:\/\/goias.gov.br\/agr\/wp-json\/wp\/v2\/pages\/35614\/revisions"}],"predecessor-version":[{"id":279570,"href":"https:\/\/goias.gov.br\/agr\/wp-json\/wp\/v2\/pages\/35614\/revisions\/279570"}],"wp:attachment":[{"href":"https:\/\/goias.gov.br\/agr\/wp-json\/wp\/v2\/media?parent=35614"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}