A citizen charter is a document in which a Central Government Administration body informs citizens and costumers about the services it is designed to provide, about its quality commitments and about costumers’ rights.

The Guide on the development of citizen charters provides a description of citizen charters, their various kinds and their contents, explains how to draw up a citizen charter and how its implementation is monitored, and describes the procedure for certification of a citizen charter.

After a Central Government Administration body has approved its citizen charter, it publicises it so as to make it known to costumers at all its offices open to the public, at the relevant ministry's public information and citizen service office, and over the Internet. .

Certification of a citizen charter involves a process of evaluation whereby the National Agency for the Evaluation of Public Policies and Quality of Services issues a certificate stating that the charter meets the requirements of the certification protocol.

The certification process goes beyond the charter contents to address its underlying methodology and development work, compliance with quality commitments, the indicators designated in the charter, and the criteria laid down for regular review.

La Resolución de 29 de julio de 2009, del Consejo Rector de la Agencia de Evaluación y Calidad establece el procedimiento de certificación de las Cartas de Servicios.