Manatuto, 29 August 2026 — The Provedor for Human Rights and Justice (PDHJ) and the Ministry of State Administration (MAE) have signed an Interadministrative Contract aimed at bringing human rights, fundamental rights, good governance and complaint-handling services closer to citizens through the Government’s Balcão Único and Municipal Portal.
Signed by PDHJ Ombudsman Virgílio da Silva Guterres “Lamukan” and Minister of State Administration Tomás do Rosário Cabral, the agreement establishes the services to be provided by PDHJ through the Balcão Único and Municipal Portal. The initiative is designed to support the Government’s efforts to decentralize public services, improve access to information and facilitate citizens’ interaction with public administration. The contract was signed in Manatuto on 29 August 2026 and is valid for an indefinite period.
Under the agreement, citizens will be able to access updated information on human rights and fundamental rights, including rights recognized in the Constitution of Timor-Leste and international human rights instruments ratified by the country. Through the Municipal Portal, PDHJ will also provide information on good governance, including the principles of legality, impartiality, transparency and accountability, as well as electronic forms for submitting complaints to PDHJ.
Through the Balcão Único, PDHJ will provide personalized information on human and fundamental rights, information on good governance and citizens’ rights in their relations with public administration, and receive complaints that will subsequently be forwarded to PDHJ for appropriate follow-up. The agreement provides for the assignment of two PDHJ staff members to support these services and requires appropriate technical training, including knowledge of applicable legislation, good governance and procedures for receiving, registering and forwarding complaints.
The agreement also establishes standards for service quality, including the accuracy and timeliness of information, accessibility of forms, responsiveness to users’ needs and timely forwarding of complaints. Service performance will be assessed through indicators such as user satisfaction, number of users served, access to online information and forms, complaints received and forwarded, and users’ complaints regarding service quality.
For PDHJ, the partnership represents an important step towards bringing the institution closer to communities, particularly citizens who may face geographical, economic or social barriers in accessing PDHJ services directly. By making human rights information and complaint mechanisms available through municipal service points and digital platforms, the initiative strengthens opportunities for citizens to understand their rights, seek assistance and raise concerns regarding human rights and good governance.
The agreement was concluded pursuant to Article 8 of Decree-Law No. 3/2025 of 22 January, which provides for interadministrative contracts defining goods and services to be provided by public bodies and entities through the Balcão Único and Municipal Portal.
Read the Interadministrative contract here: https://www.pdhj.tl/wp-content/uploads/2026/09/Contrato-Interadministrativo-PDHJ-MAE.pdf
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