What's the difference between PQR and PQRS?
In common usage, PQR groups requests, complaints, and claims. The initials come from the Spanish words petición, queja, and reclamo. PQRS adds suggestions, or sugerencias. A PQRS is a message in one of those categories. The term also refers to the channel that receives them.
For public entities, Colombia's Ministry of Justice distinguishes the categories by purpose. A request asks for information, documents, an opinion, or intervention. A complaint expresses dissatisfaction with a public official's conduct. A claim expresses dissatisfaction with a service or administrative process. A suggestion proposes an improvement.
At a private company, these definitions can help organize the work. Check what the terms mean in your sector and how its rules require you to handle each case. For example, someone can dispute a charge and request a corrected invoice in the same message.
The channel can also receive reports of wrongdoing and compliments, even though the acronym doesn't mention them. The University of Antioquia describes this practice. Write down what your company accepts and which team handles each type of case.
How do you manage a PQRS case at a company?
A shared workflow helps keep requests from getting lost in personal inboxes. The person in charge of the process should be able to check every case's status.
- Receive the message. Define the available channels and bring messages into a shared record. Keep the original text, any attachments, and the necessary contact information.
- Register the case. Assign an ID and record the date received. Confirm receipt and explain how the person can check its status.
- Classify the request. Identify what the person is asking for and select the appropriate category. If the message covers several issues, record each one so the response doesn't leave questions unanswered.
- Assign an owner. Send the case to the team that can resolve it and name someone responsible for follow-up. If other teams are involved, coordinate their work in the same record.
- Determine the applicable deadline. Review the type of request and the sector's rules before setting a due date. Set an internal alert ahead of that date and record any justified changes.
- Give a substantive response. The owner reviews the facts and addresses the request. Send the response through the appropriate channel and keep proof of delivery. Acknowledging receipt isn't the same as resolving the case.
- Follow up and close. Record the response, the date sent, and any pending actions. Review open cases and resume follow-up if an issue remains unresolved.
How does the workflow handle a disputed invoice?
This example is illustrative; it doesn't describe a Quarl client.
Someone emails a Colombian company's customer service team. They received an invoice with a charge they believe is incorrect and ask for a corrected invoice.
Customer service records the message, assigns an ID, and confirms receipt. The team classifies it as a claim and notes the request for a correction. It then assigns the case to billing and records the deadline after checking the applicable rules.
Billing reviews the charge and documents its conclusion. If it finds an error, it corrects the invoice and explains the change. If the charge is correct, it explains the decision and addresses the person's request.
Customer service keeps the response and proof of delivery in the record. The case closes when the owner verifies that the issues were addressed, not when it's merely assigned.
To check whether the process works, start with overdue cases and open cases without an owner. Our guide on how to measure PQRS covers metrics for tracking cases.
What response deadline should you use?
Calling a message a PQRS doesn't determine its deadline. The deadline depends on the request, who receives it, and the applicable rules. This guide is informational and isn't legal advice.
Colombia's Law 1755 of 2015 sets a general deadline of 15 days for petitions to public authorities, unless a special rule applies. It sets 10 days for requests for documents and information. For consultations on matters within an authority's remit, it sets 30 days.
The same law says private entities can't refuse to receive and register respectful requests and petitions. It also expressly addresses certain private institutions and public utility companies. That doesn't mean you should apply every deadline for public authorities to every message your company receives without checking.
Ask your legal team or someone familiar with your sector's regulations to define the deadlines and exceptions. Then document that decision in your procedure and tracking tool.
What tool do you need to manage PQRS cases?
Choose a tool after defining the workflow. Cost and implementation time depend on volume, channels, integrations, and the controls you need.
| Option | When it makes sense | What to check |
|---|---|---|
| Spreadsheet and email | Few cases and a team that can keep the record updated. | Permissions, backups, and deadline tracking. |
| Features in your current tool | You already have a shared inbox or customer service system. | Available assignment, history, and alert features. |
| Automation platform | You need to connect channels and move cases between existing tools. | Connections, error handling, and oversight. |
| Custom development | Your workflow or integrations don't fit the other options. | Maintenance, security, and the ability to make changes. |
A help desk for PQRS can help with assignments and case history. Before buying one, test whether it supports your workflow and lets you export your data.
