The Prime Minister, Manuel Marrero Cruz, urged Cuban officials to be patient in listening to the complaints of the population and invited them to use "science and innovation" to improve the system for addressing citizens' requests.
In a country where criticizing the government can land you in jail, Marrero's statements this Thursday at the annual evaluation meeting of the Population Attention System have been met with skepticism and even ridicule from those who acknowledge the gap between the official rhetoric and everyday reality.
The leader referred to the need to improve the handling of complaints in the "complex scenario" facing the country.
"The first step is to eliminate the causes that generate all these complaints. Let us not spend so much time explaining the problems, but rather focus on finding solutions. The 'government of the street' must be the working system, with contacts in the community, in workplaces, and in the fields," he stated, without acknowledging that many of those structural causes stem precisely from the economic and political model he represents.
He insisted that it is important for those responsible for enforcing the Law on the System of Attention to Complaints and Requests from Individuals to have the "ability to listen."
"There is a need to listen, there is a need to have patience to listen and there is a need to have sensitivity, said Marrero."
What does the Law on Addressing Complaints from Individuals in Cuba state?
The Law on the System for Addressing Complaints and Requests from Citizens is the first of its kind in Cuba. It was published in the Official Gazette No. 123 of 2024, and it establishes a uniform legal framework for processing citizen complaints in the country.
This regulation is intended to reduce the timeframes for problem resolution, define institutional responsibilities, require written responses following confidential investigations, and also regulate cases involving public officials.
Responses cannot be issued by those involved in the reported incidents. The Office of the Attorney General of the Republic asserts that this is a regulation aligned with the Constitution and with the social project in effect since 1959 on the island.
Although the regulation promises transparency, speed, and official responses, in practice, citizens lack guarantees to file complaints without fear of reprisals, and many requests end up ignored or shelved without consequences.
Furthermore, in a country where there is no independent judiciary or effective oversight mechanisms over power, this law risks becoming another symbolic instrument with no real impact.
How is the "complaint control" of the people going?
María del Carmen Cedeño, director of Complaints and Requests Attention for the population, stated that they have managed to "invert the pyramid" so that people are more likely to voice their complaints to grassroots institutions rather than to high government officials.
"There is a tremendous decrease in the influx of complaints at the national level, not only to the Council of Ministers; this is starting to decline across all agencies," he asserted.
However, the alleged decrease in complaints at higher levels does not necessarily reflect institutional improvement, but rather a growing lack of trust among citizens that their concerns will escalate or be addressed. Complaints fade away at the grassroots level without resolution or consequence.
While official calls to "listen to the people" with "patience and sensitivity" multiply, thousands of Cubans continue to emigrate, either imprisoned for peacefully protesting or silencing themselves, convinced that their demands will not change anything.
It is the people of Cuba who need patience to continue listening to false promises, empty speeches, and the fallacies of a regime that is incapable of guaranteeing basic resources, human rights, and freedom.
Frequently Asked Questions about the Law on Addressing Complaints from Individuals in Cuba
What is the Law of the Complaint and Request Attention System for Individuals in Cuba?
The Law on the System for Addressing Complaints and Requests from Individuals is the first of its kind in Cuba. It was published in Official Gazette No. 123 of 2024 and establishes a legal framework for processing citizen claims. It promises to reduce resolution times, define responsibilities, and require written responses following confidential investigations.
What are the main criticisms of the Complaints Handling Law in Cuba?
Despite the promises of transparency and expediency, in practice, citizens lack guarantees to file complaints without fear of reprisals. Many complaints end up ignored or filed away without any consequences. Furthermore, without an independent judiciary, the law risks becoming a symbolic instrument with no real impact.
How has Manuel Marrero's statement regarding the complaints from the population been received?
Manuel Marrero's statements have been met with skepticism and derision. In a country where criticizing the government can lead to imprisonment, his words about the need to listen patiently are seen as out of touch with reality and highlight the gap between official discourse and everyday life.
What measures does Marrero propose to improve the handling of complaints in Cuba?
Marrero proposed using "science and innovation" to improve the complaint management system. He emphasized the need to listen with patience and sensitivity and to eliminate the root causes that generate complaints. However, he did not refer to the structural causes stemming from the economic and political model it represents.
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