Sistema Único de Reclamos: Montevideo's Single Complaints Register
This overview was generated with AI from the public sources listed below and checked against them before publication. It has not had a complete human fact-check — treat it as a starting point and follow the sources.
10 sourced claims on this page, none individually verified yet — turn on “Sources in the text” to see each one.
How this atlas is made · What “last verified” means · What “source-checked” means · The full record behind this page
Montevideo bought one complaints system after finding tens of thousands of cases marked pending that were already solved. Its 'finished' still means solved or turned down.
what does this mean?
The strongest source is the operator's or the city's own reporting — an official report, dataset or press release. It grades who did the looking — not how well the project went. All four grades →Part of 1001 Smart Cities — 1,247 documented projects · 🏙️ 10 more in Montevideo · 🪪 Digital government guide · 🏛️ Governance projects
The Sistema Único de Reclamos (SUR) is the Intendencia de Montevideo's single register of residents' complaints, from rubbish and tree pruning to street lighting. Its records start on 1 November 2016, and complaints reach it in person at the zonal community centres, through the Intendencia's call centre, its web portal, its mobile app, and third-party apps such as Por Mi Barrio. Each complaint is entered, in progress or finished, and 'finished' covers both a solved problem and a case closed with a reason why it does not apply. Almost half of all complaints across the channels concern cleaning, according to a 2018 case study. The full register is published as open data and overwritten every month. The Intendencia's app, whose latest version dates from June 2023, puts complaint filing next to bus times and transport complaints.
🎓 Lesson
A single register fixes the bookkeeping, not the meaning of 'closed'. Introducing it, the Intendencia reported finding tens of thousands of complaints still listed as pending although they had been solved, and procedures shown as done that nobody had handled. Yet its own definition of 'finished' still puts solved problems and turned-down cases in one status, so a count of finished complaints says how many cases left the queue, not how many problems were fixed.
Sources
Show your work What this page rests on and what it can’t tell you · all 10 claims with their sources · the forensic record
Evidence file · public beta 10 addressable claims, 4 source dossiers, one permanent baseline. The file is unreviewed — an AI-assisted structural migration, not a human or expert endorsement. Every revision keeps a permanent copy under revision history.
Inspect the claims, one by one — verbatim text, sources and caveats for all 10
The text below is copied verbatim from the published record. Each claim names the source dossiers that carry it; caveats stay attached to the claim they qualify.
clm-b1e0fbb854c7b1c1
descriptive
from rubbish and tree pruning to street lighting
Sources carrying this claim
clm-eba521e4317e5860
quantitative
Its records start on 1 November 2016
Sources carrying this claim
clm-a31be3a4c1bb73b8
descriptive
complaints reach it in person at the zonal community centres, through the Intendencia's call centre, its web portal, its mobile app, and third-party apps such as Por Mi Barrio
Sources carrying this claim
clm-ec9bf6149a776eb1
descriptive
Each complaint is entered, in progress or finished, and 'finished' covers both a solved problem and a case closed with a reason why it does not apply
Sources carrying this claim
clm-904e214066c48d8a
quantitative
Almost half of all complaints across the channels concern cleaning, according to a 2018 case study
Sources carrying this claim
clm-c9ef7220b19e55a9
descriptive
The full register is published as open data and overwritten every month
Sources carrying this claim
clm-841eea5778f41e13
quantitative
whose latest version dates from June 2023
Sources carrying this claim
clm-1b75cc68e8d003a3
descriptive
puts complaint filing next to bus times and transport complaints
Sources carrying this claim
clm-e03942a72ad284c5
descriptive
Introducing it, the Intendencia reported finding tens of thousands of complaints still listed as pending although they had been solved, and procedures shown as done that nobody had handled
Sources carrying this claim
clm-3d74e6fa383b0d02
descriptive
its own definition of 'finished' still puts solved problems and turned-down cases in one status
Sources carrying this claim
Forensic record — source dossiers, gaps, hashes and the exact revision this page renders
This layer records what is known about each source, what is still missing, and the exact snapshot this page is rendering. A missing date, archive or hash stays visible as missing.
Awaiting operator and domain-expert review; publication of this revision implies neither.
sha256:5be15afdd90f3116ac847e14469f6b317c8227f0412c4798572ef00f8f509be0
- 10
- of 10 claims mapped
- 4
- source dossiers
- 1
- publication dates recorded
- 0
- archives linked
- 0
- exact locators
- 0
- content captures hashed
Governance facts carried by the record
- Operator
- Intendencia de Montevideo (its information technology division publishes the register)
- Actor types
- city-government
- Funding model
- public
- Funding description
- Not recorded
- Cost
- Not recorded
- Ownership
- Not recorded
- Decision rights
- Not recorded
- Exit conditions
- Not recorded
4 source dossiers
El Observador — La IMM tendrá una ventanilla única para trámites y reclamos (23 Oct 2017)
- Stable source ID
src-4b4e4fccdfa4d31a- Publisher
- Name not classified · elobservador.com.uy
- Type / language
- web-page · language not classified
- Published
- 2017-10-23
- Updated
- Not recorded
- Source last checked
- No source-level check date
- Record last verified
- 2026-11-07
- Dossier created
- 2026-11-07
- Retrieved copy
- No local capture recorded
- Archive
- No archived copy linked
- Content hash
- No captured content hash
- Locator
- Descriptive only — not page/paragraph exact
Open the recorded source note
Report on the Intendencia's plan for a single counter for procedures and complaints. It says the Intendencia acquired software called Sistema Único de Reclamos and found tens of thousands of complaints listed as pending although already solved, and procedures listed as done that nobody had attended; an official says complaints were previously not followed up.
- Claims linked
AGESIC — Catálogo Nacional de Datos Abiertos: Reclamos registrados en el Sistema Único de Reclamos de la Intendencia de Montevideo (dataset page)
- Stable source ID
src-702957f24010c46b- Publisher
- Name not classified · catalogodatos.gub.uy
- Type / language
- web-page · language not classified
- Published
- Not recorded
- Updated
- Not recorded
- Source last checked
- No source-level check date
- Record last verified
- 2026-11-07
- Dossier created
- 2026-11-07
- Retrieved copy
- No local capture recorded
- Archive
- No archived copy linked
- Content hash
- No captured content hash
- Locator
- Descriptive only — not page/paragraph exact
Open the recorded source note
Dataset page for the complaints register. It covers every complaint recorded in the SUR from 1 November 2016 to the end of the previous month, overwritten monthly; lists the entry channels (zonal community centres, call centre, web portal, the Intendencia's app, third-party apps such as Por Mi Barrio); and defines the three states, where 'finished' can mean the problem is solved or that the reason it does not apply or the reason for closure has been given.
Intendencia de Montevideo — 'Intendencia de Montevideo' app, Apple App Store listing
- Stable source ID
src-2b03776bb54bf783- Publisher
- Name not classified · apps.apple.com
- Type / language
- web-page · language not classified
- Published
- Not recorded
- Updated
- 2023-06-13
- Source last checked
- No source-level check date
- Record last verified
- 2026-11-07
- Dossier created
- 2026-11-07
- Retrieved copy
- No local capture recorded
- Archive
- No archived copy linked
- Content hash
- No captured content hash
- Locator
- Descriptive only — not page/paragraph exact
Open the recorded source note
App Store listing of the Intendencia's app, developer Montevideo DTI. It describes access to Cómo ir, transport (STM) complaints and the city's response system in one app, with complaints about cleaning, sweeping, trees and lighting and e-mail updates on their status. The latest version in its history, 2.1.0, is dated 13 June 2023.
Carolina Aguerre and Carla Bonina — Por Mi Barrio: Hallazgos, Lecciones y Futuro (December 2018)
- Stable source ID
src-6a621dad00a815b9- Publisher
- Name not classified · zenodo.org
- Type / language
- pdf · language not classified
- Published
- Not recorded
- Updated
- Not recorded
- Source last checked
- No source-level check date
- Record last verified
- 2026-11-07
- Dossier created
- 2026-11-07
- Retrieved copy
- No local capture recorded
- Archive
- No archived copy linked
- Content hash
- No captured content hash
- Locator
- Descriptive only — not page/paragraph exact
Open the recorded source note
Case study of Por Mi Barrio by two researchers, supported by Fundación Avina. Among its findings: almost half of all complaints the Intendencia receives across its channels (phone, web, app, Por Mi Barrio and counter) fall in the cleaning category.
- Claims linked
Known limits of this file
- Publisher names and source languages have not yet been classified; domains are recorded without guessing.
- Existing source notes are descriptive locators, not page- or paragraph-exact citations.
- A missing archive, publication date or content hash is shown as null rather than inferred.
- The project-level evidence grade ranks the strongest source in the entry; it is not a truth score for every claim.
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📎 Cite this project
1001 Smart Cities (2026). “Sistema Único de Reclamos: Montevideo's Single Complaints Register” — Montevideo, Uruguay. The Smart City Atlas. https://1001smartcities.org/projects/montevideo-sur-complaints/ (last verified 2026-11-07). Data: CC BY 4.0.
The underlying data is free to reuse with attribution — see the open data page.