Petition: Request submitted by a user in order to obtain information and / or consultation to have a prompt response to concerns or needs of general or particular interest.
Complaint: It is the manifestation of dissatisfaction, concern, dissatisfaction, displeasure, dissatisfaction on the part of a user, with respect to the products or services provided or the conduct of an employee.

Claim: It is the verbal or written manifestation of a third party before the administration about the breach or irregularity of one of the characteristics of the products or services offered.
Request: Proposal or idea offered by a user to improve a process related to the provision of the service or the performance of the service provider
Congratulation: It is the expression of gratitude or satisfaction that a user makes for the services offered