In Spain, there is the concept of administrative silence. This means that if the administration does not respond to a procedure or request within the established timeframe, it is understood that either positive or negative administrative silence has occurred, depending on the type of procedure.
For cases of administrative silence in administrative procedures, such as those related to AEAT (Agencia Española de Administración Tributaria), the effects can be:
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Positive administrative silence: If the request involves a right that is considered granted if no response is received within the period (for example, requests for permits or licenses).
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Negative administrative silence: If the request involves authorization or a grant that is considered denied if no response is received within the period (for example, tax claims or certain benefits requests).
In your case, if it's a complaint or claim, it’s more likely to fall under negative administrative silence, especially if you haven’t received a response within the stipulated 15 working days.
If you believe administrative silence has occurred, you can opt for:
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Appeal: You can file an appeal before the same administration or the relevant higher authority.
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Legal action: If necessary, you can also take legal action to resolve the issue.
Since you’re unable to communicate by phone and are unsure about the email system, you may want to use the online systems provided by AEAT or consult a legal representative to handle your case.
It's important to have a specialist review your situation in detail, as they will be able to guide you through the process, including checking if administrative silence applies and assisting with further actions like filing an appeal or pursuing legal steps.