FAQ
FAQ
- What is an Electronic Administration?
- What is an e-Office and what is its purpose?
- Structure of the e-Office
Electronic identification and signature
- Do I always have to identify myself when I am in the e-Office?
- How can I identify myself?
- What is a digital certificate?
- What certificates are valid for use in ENAIRE's e-Office?
- Where can I get an electronic certificate?
- What is an electronic signature?
- Which electronic signature systems does the e-Office accept?
- What is AutoFirma?
- Can I use multiple certificates?
Online services and formalities
- What formalities can I process through the e-Office?
- How is an application filed in the e-Office?
- What types of electronic documents can be submitted through ENAIRE's e-Office?
- How can I check the status of my applications?
- What can I do if I have lost the registration receipt?
- How can I receive electronic notifications or messages?
- Can an individual who has expressly chosen to be notified by electronic means change the means of notification?
- If the same notification is received through different channels (postal, electronic), which notification date is valid?
Technical and security aspects
- What do I need to access the e-Office?
- How can I get information on using my electronic certificate?
- I have an electronic DNI. How do I use it?
- Will ENAIRE be responsible for obtaining for me the software, certificates, or any other element that I need to access or use the services provided by the e-Office?
- Is it safe to file paperwork through the e-Office?
The Electronic Administration and e-Office of ENAIRE
An electronic administration is a way of interfacing with the public that allows us to offer services and accept paperwork through ENAIRE's e-office. Information applications and systems allow the public to access the information and services offered by our agency; submit applications, claims, complaints, suggestions and appeals; conduct hearing procedures when applicable; make payments or access the notifications and communications sent by ENAIRE.
The electronic administration is governed by Act 39/2015 of 1 October, on the Common Administrative Procedure of Government Agencies, and Act 40/2015 of 1 October, on the Public Sector Legal System.
An e-Office is a space for interacting with the public, where citizens can exercise their right to interact with ENAIRE by electronic means.
The e-Office makes it possible to process online those statutory proceedings that fall under the jurisdiction of ENAIRE. In addition, complaints and suggestions can be submitted, as can appeals.
Those formalities not available in the e-Office will continue to be processed as usual.
The main page of ENAIRE's e-Office is designed to make it easy to access the main services offered.
We highlight here the following services:
- PROCEDURES. Through this menu you can access the procedures handled by ENAIRE, grouped by categories, and file the corresponding application. To do this, you have to select the procedure you are interested in, which will take you to the associated information page, and click on the button "Access Procedure", which will send you to the authentication page using cl@ve (identification system based on an electronic certificate or electronic DNI, cl@ve pin 24h, permanent cl@ve).
- MY CASES. Provides information on the cases opened by an individual or company with ENAIRE. To do this, you first have to identify yourself using cl@ve. In this section, you can see your cases, see their processing status, respond to requests, download notifications and messages sent by ENAIRE, provide additional documentation or filter your cases using specific fields such as: case number, dates, status, etc.
- MY NOTIFICATIONS. Provides access to the notifications that ENAIRE sends to individuals and companies while processing their cases. To do this, you first have to identify yourself using cl@ve. This menu lets you filter your notifications by procedure, status (pending, notified, or rejected) or dates.
- TOOLS. This menu lets you verify documents using the secure verification code (CSV in Spanish), shows the technical requirements you need in order to use the e-Office, the calendar of non-working days, the location of ENAIRE's in-person registration office, and other information.
Electronic identification and signature
No. Accessing the homepage of the e-Office, as well as other related information pages (such as those associated with "tools" or "links"), does not require identification.
Identification will be required when you want to submit an application or check the status of your cases or notifications.
Through cl@ve.
Cl@ve is a system aimed at unifying and simplifying the citizens' electronic access to public services. Its main objective is to allow users to identify themselves to the government in the simplest and most convenient way possible, depending on what they want to do, from among the following: electronic certificate (including DNI-e), cl@ve PIN, permanent cl@ve.
To use cl@ve PIN and permanent cl@ve, you first have to register in one of the offices provided for this purpose. This is not required if you use an electronic certificate or DNI-e.
More information on the official cl@ve page: http://clave.gob.es
It is a document that is signed electronically by a certification service provider that links signature verification data to a signatory to confirm their identity.
It contains the information necessary to sign documents electronically and to identify its owner using his/her information: name, tax ID, signature algorithm and codes, expiry date and issuing body.
The provider of certification services or Certification Authority confirms that the electronic signature corresponds to a specific user. This is why the certificates are signed, in turn, by the Certification Authority.
ENAIRE accepts electronic certificates from the certification service providers that are recognised by the Ministry of Industry, Commerce and Tourism and by @firma (electronic validation and signature service platform of the Ministry of Territorial Policy and Civil Service).
Click on this link to see the certification service providers.
To obtain an electronic certificate, you have to contact the corresponding service provider. If you have an electronic DNI, you do not need to request any other certificates since the electronic DNI includes an electronic certificate in the chip.
The Electronic DNI Portal of Spain's National Police contains all the information related to the DNIe.
The Electronic Certificates page of the Electronic Signature Portal contains general information on electronic certificates and the processes for obtaining and renewing them.
An electronic signature is a set of electronic data that accompany or are associated with an electronic document, and whose basic functions are to:
- Unequivocally identify the signer
- Ensure the integrity of the signed document. It ensures that the signed document is exactly the same as the original and that it has not been altered or manipulated
- Ensure that the signed document cannot be repudiated. The data used by the individual when signing are unique and exclusive, meaning he/she cannot subsequently claim not to have signed the document
The e-Office may require your signature when filing a request associated with a procedure or to receive a notification.
Depending on the procedure, you can use the following electronic signature systems for this.
- Basic signature. Only requires identifying yourself again using cl@ve.
- Signature using a certificate in your computer or browser. Can be used to sign using an electronic DNI or a digital certificate installed on the device or browser that is recognised by any of the official certification bodies. This requires AutoFirma to be installed on your computer.
- Signature using a cloud certificate. Can be used to sign using the personal electronic certificate stored and safeguarded in the cloud by the government agency.
It is a desktop application that lets you easily sign an electronic procedure for the e-office on your local computer without the need to use applets. This allows you to use web browsers that no longer support this technology.
To download the latest version of Autofirma, click on the following link.
Yes. You can have more than one certificate on your computer. When its use is required, you will be asked which one you wish to use.
Online services and formalities
The e-Office makes it possible to process online those statutory proceedings that fall under the jurisdiction of ENAIRE. Those formalities not available in the e-Office will continue to be processed as usual.
You can also submit claims, complaints, and suggestions through the e-Office, along with appeals.
To see the list of procedures available, click on the procedures tab in the main menu.
Select the procedure for which you wish to submit your application. You will normally access a cover page containing a description of the procedure. Click on the button "Access Procedure".
If the procedure requires authentication, you will be prompted to access using cl@ve. Click on this button, select the identification method and follow the instructions provided.
After identifying yourself using cl@ve, or if authentication is not required, you will be taken to the relevant application form, which you will have to fill in. If necessary, the page allows the possibility of attaching files with additional information.
When finished, click the "Send" button. You will be taken to a confirmation screen to send the data. Do not forget to give your consent.
At the end of the procedure, the application provides a registration receipt (which is evidence that ENAIRE has received your application) and a (true) copy of the application you submitted, along with a CSV.
Documents with the following file extensions can be submitted to ENAIRE's e-Office: txt, zip, rar, tar, jpeg, jpg, gif, tiff, png, eps, pdf, ods, odt, doc, docx, xls, xlsx, csv, xsig and xades.
The maximum allowed size of the documents uploaded is 4 MB per file.
To check the status of your application, you have to use the "My cases" feature. You have to identify yourself electronically, since you will be accessing private information.
Once inside, you will see a list of your cases and can search for the one you wish to check.
For each case, you can check the status of your request, as well as access and download the notifications, messages or decisions sent to you, respond to requests or provide additional information.
Through the "My files" feature, you can access the application and download the registration receipt.
All notifications sent (including those issued on paper) will be made available to individuals at the e-Office and at the general access point.
They can be accessed using the "My notifications" feature on the e-Office. You have to identify yourself electronically, since you will be accessing private information. Once inside, you can view a list of pending notifications classified by procedure.
You can also check these notifications from the Citizen Folder of the General Access Point.
- Can an individual who has expressly chosen to be notified by electronic means change the means of notification?
Yes, individuals can choose the means of notification, provided they are not required to receive notifications through electronic means. Such is the case for legal entities, entities without legal personality, those who engage in a business activity that requires registering as a professional and representatives of the above.
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- If the same notification is received through different channels (postal, electronic), which notification date is valid?
When an individual is notified through different channels, the date for the notification that is issued first shall be regarded as the notification date.
Technical and safety aspects
A browser and internet access are needed to view the e-Office.
Communication between the user's browser and ENAIRE's e-Office server relies on the SSL secure protocol. According to this protocol, the identity of the e-Office server is verified to the user by means of an office certificate.
If using the e-Office to carry out procedures, you must identify yourself and, in certain cases, sign electronically using an electronic certificate, meaning you must satisfy the following requirements:
- The cl@ve platform is required to open a case and access your cases and notifications in the e-Office. You can find more information on this application here.
- In order to sign electronically using your certificate in the e-Office, you must have the AutoFirma application installed. You can download this application from the Electronic Signature Portal. Once downloaded, follow the instructions to install it on your device.
To get information on using the electronic certificate, you have to check with the provider that issued it.
To use the electronic DNI, please check the information on the electronic DNI published by the Ministry of the Interior on its website.
Click on this link to view the electronic DNI Portal.
- Will ENAIRE be responsible for securing for me the software, certificates, or any other element that I need to access or use the services provided by the e-Office?
Through its e-Office, ENAIRE offers all the necessary services that fall under the jurisdiction of this electronic administration. However, the user's electronic certificate is associated with the individual, meaning only the user can obtain it personally from whichever provider of this type of service the user prefers.
The platform that supports the e-Office complies with all the legal, technical, and functional requirements needed to ensure authenticity, integrity, availability, confidentiality, and non-repudiation; therefore, for legal purposes, filing a document via the e-Office is just as valid as doing so in person at ENAIRE's Registration Office.
The authenticity and integrity of a digitally signed document can be verified if the signature is validated.
Moreover, the time stamp on the documents filed electronically can be used to prove that the document was signed at the moment indicated on the time stamp, and not at some other time.
To ensure their authenticity, confidentiality and integrity, all communications are carried out using the SSL (Secure Socket Layer) protocol.
All applications will be processed in accordance with the General Data Protection Regulation (EU Regulation 2016/679) and Organic Law 3/2018 of 5 December, on the Protection of Personal Data and the guarantee of digital rights. Individuals may exercise their rights through the procedure for exercising GDPR rights.