The OMIC continues to provide its services to the public electronically and through the 010 phone service. Claims and enquiries will continue to be preferably dealt with online. For those inquiries or complaints that require face-to-face attention, you must make an appointment in advance on the municipal procedures portal ajuntament.barcelona.cat/cita/omic, by calling 010, or at the Municipal Procedures Kiosk.

Figures

OMIC, 2021 SERVICE DATA

  • 16181

    enquiries

    2021
    2.90%

  • 7355

    claims

    2021
    4.30%

OMIC SERVICE CHANNELS

  • ONLINE CONSULTATIONS

    enquiries and claims

    9775
    |
    40.20%

  • FACE-TO-FACE ASSISTANCE

    enquiries and claims

    3642
    |
    15.00%

  • ENQUIRIES THROUGH THE 010 HELPLINE

    enquiries

    10850
    |
    44.70%

  • REGISTRATION AND EMAIL ADDRESS

    enquiries and claims

    545

Result of the direct management of complaints at the OMIC

CLAIMS 7.355  
Resolved in the consumer’s favour 1.080 14,7 %
Resolved in the company’s favour 1.200 16,3 %
In mediation - processing 1.748 23,8 %
Claims referred to the JACB 339 4,6 %
Claims referred to the JACC 159 2,2 %
They have not responded to the procedures 194 2,6 %

Others

*Withdrawals by the consumer, referred to other competent bodies, to other municipalities, returned to the ACC, archived or without communication of an agreement between the company and the consumer.

 192 2,61 %

Awareness of OMIC

Average public awareness of the OMIC (%)

  • 2015

    16.60%

  • 2016

    20.30%

  • 2017

    18.80%

  • 2018

    19.01%

  • 2019

    24.50%

  • 2020

    28.30%

  • 2021

    26.40%

Source: Municipal Omnibus 2021

Visits to the OMIC website in 2019

  • 109323

    Views

    26.40%

    More than in 2020

  • 192121

    Pages viewed

    25.50%

    More than in 2020

  • 80280

    Unique visitors

    17.50%

    More than in 2020