The Ombudsman's Office will organize their activities based on characteristics of Management by Business Processes.The sections have the following attributions:

Ombudsmanship Service

a) organize mechanisms and means of access to the Ombudsman's Office;

b) advise employees and external clients about the best means to submit their requests and instruct them to follow up on their processing;

c) help the Ombudsperson to receive criticism, complaints, accusations, and suggestions about irregular or unsuitable procedures and practices;

d) keep and update records, classification and/or systematization of claims, incidents, and solutions to problems received by the Ombudsman's Office;

e) forward such demands to the sector concerned, for analysis and response;

f) work according to ethics-based principles of conduct, i.e. lawfulness, legitimacy, impersonality, morality, probity, and publicity, so as to offer every citizen a personalized approach and equal treatment to all;

g) contribute to solving administrative or institutional problems by offering alternatives and information about current legislation and internal rules;

h) expedite proceedings and procedures concerning legal-administrative situations in which there are no other administrative internal or external controls or they were found to be insufficient, or when occasional procedural hindrances are encumbering the substance of the matter and causing damage to the parties concerned;

i) help the Ombudsperson to propose measures to correct and prevent failure and omissions by those responsible for providing information and public services at Embrapa;

j) elaborate an annual activity report, with statistics and summaries of the claims the Office received;

k) cooperate with Public Ombusmanship Services so as to safeguard the rights of citizens and ensure the quality of actions and services provided;

l) keep enquirers' names confidential, except for cases in which their identification is indispensable to solving the problem and meeting the demand, based on the principle of confidentiality.

Citizens Information Service (Serviço de Informação ao Cidadão - SIC)

a) be the public's first contact point and guide them with regard to access to information;

b) follow the proceedings in which it is involved and those concerning the Law of Access to Information, informing the parties of the measures that are adopted and about the processing of documents within Embrapa's units;

c) file documents and requests for access to information in the Citizens Information System;

d) instruct the general public about the Law of Access to Information (LAI);

e) contribute to the dissemination, and adopt and help with compliance to the corporation's information security policy;

f) classify the requests of access to information in classes and subclasses to generate managerial, tactical and strategic reports;

g) prepare annual statistical reports containing the number of requests received, including the number of which were granted or turned down, and statistical information on enquirers.