The Alicante Civil Guard has launched a Service Charter and a system for making advance appointments to file complaints at twenty principal police stations across the province. The aim is to raise the quality of care provided to residents. In effect since last August, the Charter outlines fifteen specific quality commitments to be achieved by 2025, details the services offered by the Civil Guard in Alicante, and clarifies the rights of every person. Annual assessments will check progress and trigger corrective actions if needed. The focus ranges from delivering improved support for women who have experienced violence to strengthening preventive road safety and broader citizen protection services.
The Service Charter was unveiled at a press conference led by the Alicante Civil Guard commander, Colonel José Hernández Mosquera, and the government sub-delegate, Araceli Peasant, accompanied by lieutenants Francisco Poyato and Antonio Darder. The Alicante Command is one of eight integrated units implementing a quality system promoted by the General Directorate of the Civil Guard, bringing its own Service Charter into daily operations for personnel around the country.
Officials in Alicante emphasize that the Charter is designed to deliver security services that are close to the public, agile in response, and effective in action. It is expected to deepen accountability and responsibility, align services with citizen expectations, and improve transparency in how services are delivered.
The sub-delegate of the government stressed that the Alicante Civil Guard’s Service Charter should stand for proximity, transparency, quality, and a timely response.
The Alicante Command bears responsibility for citizen safety in 133 of the province’s 141 municipalities and four additional districts (Alicante, Dénia, Elche and Orihuela). This coverage accounts for 84.71% of the province’s total area and 53.87% of its resident population.
Residents can read the full contents of the Terms of Service on the Civil Guard website, with printed leaflets prepared for distribution at the Armed Institute barracks. The document outlines fifteen quality commitments, notes every citizen service available at the Alicante barracks, and provides phone numbers and web pages for information or telematic assistance.
Presentation of the Terms of Service at the Alicante Civil Guard Command. THIN
The Civil Guard holds powers that include administrative control of weapons and explosives, financial protection, and the prevention of smuggling. It also conducts road traffic surveillance on intercity routes, monitors land corridors, coasts, borders, ports, airports, and relevant facilities as required, and ensures adherence to environmental protection provisions and the custody of prisoners and detainees in intercity transport.
The document also notes where citizens can file complaints or suggestions, with responses expected promptly. It maps the distribution of Regional Offices in Ibi, Torrevieja, San Vicente del Raspeig, and Calp, as well as the main tasks associated with each office.
There are 45 Civil Guard citizen service points and the necessary coordination from the Alicante Command to support each situation as needed.
The services described in the Terms of Service reflect a framework rooted in equality and non-discrimination, aiming to serve all citizens and groups in accordance with their individual circumstances.
Alongside the Charter of Service, the Colonel-in-Chief of the Civil Guard also announced the option to schedule non-urgent complaints. Participation is a right for citizens, not an obligation.
Initial pilots were conducted in Torrevieja and three other cities last November. Following positive results, advance complaint appointments have been operational since last April at twenty main posts across the provinces, including Ibi, Villena, Novelda, Aspe, Torrevieja, Guardamar, Pilar de la Horadada, Almoradí, Dolores, Callosa de Segura, San Vicente del Raspeig, Sant Joan d’Alacant, El Campello, Crevillent, Santa Pola, Calp, Xàbia, El Verger, Altea, and la Vila Joiosa.
FIFTEEN QUALITY COMMITMENTS BY 2025
The Alicante Civil Guard Command Service Charter took effect on 1 August and remains valid for three years, with renewals anticipated. It details fifteen quality commitments to be reviewed annually, using indicators to monitor conformity and trigger corrective actions when needed.
1. Conduct more than 1,250 activities to verify compliance with navigation and maritime safety regulations, relief efforts, and other preventive actions.
2. Promote a safety culture in the youth sector through 1,500 information events at training facilities.
3. Maintain follow-up and communication with people aged 65 and over through 150 information activities.
4. Establish more than 75 connections with private security personnel.
5. Protect habitats where wildlife thrives freely.
6. Preserve and promote the Civil Guard’s valued role, with at least 5,000 humanitarian services directed toward aiding the public.
7. Strengthen control of weapons and explosives.
8. Increase actions against smuggling and drug trafficking.
9. Improve preventive road safety services.
10. Reinforce preventive services as the primary tool for citizen protection.
11. Promote safety at agricultural and livestock operations.
12. Build a public safety culture by highlighting the Civil Guard’s work to the public.
13. Provide information within a week about the powers, duties and functions of the Civil Guard in Alicante.
14. Improve the safety of medical facilities and healthcare professionals with more than 3,000 preventive services.
15. Deliver better care and protection for women survivors of gender-based violence.