Strategy to ensure compliance with public service contracts: requirements of the user protection and defense law and recommendations of the Brazilian General Controllership of the Union - CGU

Estratégia de garantia de conformidade de contratos de prestação de serviços públicos: requisitos da lei de proteção e defesa do usuário e recomendações da Controladoria Geral da União – CGU

Abstract

Compliance is an increasingly present topic in the management of both private and public companies. Objective is to ensure that organizations comply with regulations, standards, while promoting ethics transparency in their activities. The focuses on the management private companies that provide public services and the importance of compliance, assuming that they play an essential role in delivering essential public services to the population. The study explores the process of implementing programs and how they can contribute to more efficient, responsible management, with a positive impact on the quality of services offered. The premise is the maintenance of compliance in contract management and the guarantee with the Law on the protection and defense of users (Law No.13,460/2017). Explores the content of the standard that establishes guidelines for contract management between users and public service providers, with the objective of ensuring a fair and balanced relationship between parties. The highlights the process of implementing an effective compliance program, considering the essential aspects such as defining clear and objective policies, training employees, conducting audits, constant evaluation of the risks. The conclusion provides guidance for companies in this direction, presenting a framework with five guiding pillars for integrity programs: commitment from top management, risk analysis, clear and objective policies, procedures, training, awareness, and indicators for continuous monitoring of the system. In summary, compliance and contract management are fundamental to ensure ethical, transparent, and responsible behavior of private companies that provide public services, with a direct impact on the quality of services offered to citizens.