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Article 12.1 of Law 39/2015, of 1 October, on the Common Administration Procedure of Public Administrations, provides that Public Administrations must guarantee that citizens may interact with them by electronic means, by making available to the public the appropriate access channels, as well as programmes and systems appropriate for each case.

For its part, article 4 of Royal Decree 203/2021, of 30 March, approving the Regulations and functioning of the public sector through electronic means, establishes the channels through which the Public Administrations shall provide the necessary assistance to facilitate the access of the interested people to the electronic services, which will be any or some of the following: On-site, internet portals and electronic offices, social media, telephone, e-mail, any other channel that might be established in accordance with the provisions of article 12 of Law 39/2015, of 1 October.

The access channels to the services at this Central Online Office are set out in Art. 3.1 h) of Order HAP/548/2013, of 17 April:

  • For electronic access, via the Internet.
  • For face-to-face service, both the central and territorial offices of the Ministry, according to the powers defined in the regulatory standards of the ministerial organisation, notwithstanding the access through the registers regulated in article 16 of the Law 39/2015, of 1 October, on the Common Administrative Procedure of the Public Administrations.
  • For telephone attention, the departmental information services, on 900.567.765 and at fax number 91.595.88.69.