Rights to complain and petition in Cuba: impact on prevention and internal control

Abstract

Introduction: Public service is a priority for the Cuban State, aimed at ensuring the effective exercise of individuals' right to complain and petition, which, at the same time, contributes to strategic management and internal control as a mechanism for risk management and prevention. Objective: To demonstrate the links between addressing individuals' complaints and petitions and internal control in organizations, the proper management of which determines risk reduction, efficient decision-making, administrative transparency, and accountability. Materials and methods: A descriptive-analytical methodology was used, based on the following methods: analytical-synthetic, inductive-deductive, exegetical-legal, and systemic-structural-functional, supported by the investigative technique of bibliographic review. Results: The concepts of the right to complain and petition, internal control, and their interrelationship are systematized from the perspective of the formation of a culture of control and prevention, based on an effective conception of addressing individuals' complaints and petitions. Discussion: Efficient risk management and the successful fulfillment of an organization's strategic objectives also depend on the effective processing of complaints and requests from individuals, as a supervisory and monitoring mechanism that allows for the development of actions to improve processes, activities, areas, and the actions of public servants. Conclusions: Serving the public protects the right of individuals to complain and file requests, while also promoting the prevention and response to crime, illegalities, social indiscipline, and manifestations of corruption.