Prime Minister Manuel Marrero Cruz has called upon Cuban officials to show patience when listening to public complaints, encouraging the use of "science and innovation" to enhance the system for addressing citizen requests. In a nation where voicing criticism against the government can result in imprisonment, Marrero's statements during Thursday's annual review meeting of the Population Attention System have been met with skepticism and even ridicule. Many recognize the gap between the official rhetoric and everyday reality.
Marrero highlighted the need to improve the way complaints are handled amidst the "complex scenario" facing the country. "The first step is to eliminate the root causes of these complaints. Instead of focusing on explaining the problems, we should be seeking solutions. A 'government of the streets' must be our working system, with connections in the community, workplaces, and rural areas," he stated, without acknowledging that many of these structural issues stem from the very economic and political model he represents.
He emphasized that those responsible for enforcing the Law of the System of Attention to Complaints and Requests must have the "ability to listen." "We must listen, we must have the patience to listen, and we must have sensitivity," Marrero insisted.
Understanding Cuba's Law on Addressing Public Complaints
The Law of the System of Attention to Complaints and Requests is the first of its kind in Cuba. Published in the Official Gazette No. 123 of 2024, it sets a uniform legal framework for processing citizen claims in the country. This law is intended to shorten the timeframes for resolving issues, define institutional responsibilities, require written responses following confidential investigations, and regulate cases involving public officials.
Responses cannot be issued by those implicated in the reported incidents. The General Prosecutor's Office claims the law aligns with the Constitution and the social project in place since 1959 in the island. While the law promises transparency, speed, and official responses, in reality, citizens lack guarantees to voice complaints without fearing reprisals, and many requests end up ignored or shelved without consequences.
Given the absence of an independent judicial system and effective oversight mechanisms on power, this law risks becoming another symbolic tool with no real impact.
Evaluating the "Control of Public Complaints"
María del Carmen Cedeño, director of Attention to Public Complaints and Requests, claims they have successfully "flipped the pyramid," encouraging people to address their complaints to local institutions rather than higher government levels. "There is a significant decrease in the number of complaints reaching national levels, not only the Council of Ministers; this decrease is occurring across all organizations," she asserted.
However, this alleged reduction in complaints at higher levels does not necessarily indicate institutional improvement but rather reflects a growing citizen distrust that their grievances will be addressed or escalated. Complaints dissipate at the grassroots level without resolution or repercussions.
Despite official calls for "listening to the people" with "patience and sensitivity," thousands of Cubans continue to emigrate, are imprisoned for peaceful protest, or remain silent, convinced that their claims will not bring about change. It is the Cuban people who must endure the false promises, empty speeches, and deceptions of a regime unable to provide basic resources, human rights, and freedom.
Frequently Asked Questions About Cuba's Public Complaint System
What is the purpose of Cuba's Law on Addressing Public Complaints?
The law aims to create a uniform legal framework for processing citizen complaints, reducing problem-solving timeframes, defining institutional responsibilities, and ensuring confidentiality and written responses.
How has the public reacted to Manuel Marrero's statements?
The public has met Marrero's statements with skepticism and ridicule, given the contrast between the government's official discourse and the everyday realities faced by citizens.
Why is there skepticism about the effectiveness of the complaint system?
Skepticism arises from the lack of an independent judicial system and effective oversight, which can render the law a symbolic tool without real impact.