Charter
Through this Charter, we make a commitment to comply the declared standards for quality of administrative services.
Dear customers,
The Geodesy, Cartography and Cadastre Agency (GCCA) and its 28 regional Geodesy, Cartography and Cadastre Offices (GCCO) provide information and services to all individuals and legal entities involved in cadastre, geodesy, and cartography. Our aim is to apply and develop good practices, comply with all requirements for delivering quality administrative services, and follow international standards for information quality and security: ISO 9001:2015 and ISO 27001:2022. The main purpose of this Charter is to help you understand and protect your rights, as well as to demand better administrative services from us.
The application of quality standards in administrative services guarantees you:
Easy access and convenience at the Administrative Service Center (ASC)
Easy access by public transport
On our website (www.cadastre.bg/contacts) you will find information about the location of GCCA and all regional offices, access by public transport, and parking conditions.
Convenient working hours
• From 09:00 to 17:30 on working days without interruption.
Option to choose a convenient date and time for visiting the ASC
You can choose a convenient day and time to visit the ASC at the GCCO offices in Sofia City, Sofia Region, Plovdiv, Varna, and Burgas.
Online reservation platforms are available at:
https://mrt-agkk.a1.bg/login – for GCCO Sofia City;
https://reservation.cadastre.bg/ – for GCCO Sofia Region, GCCO Plovdiv, GCCO Varna, and GCCO Burgas.
Signposts for easy and quick orientation for:
• working hours;
• service desks for submitting and receiving documents;
• information about services and legally defined deadlines;
• on-site payment via POS terminal device.
For customers with specific needs:
• Our staff will provide you the necessary assistance during your stay at the Administrative Service Center (ASC).
At the ASC, you have access to:
• desks, tables, and supplies for completing documents;
• appropriate lighting and temperature;
• disinfection supplies;
• in larger and busier ASCs – air conditioning, a queue management system, unarmed security and video surveillance;
• access to drinking water and restroom facilities;
• free internet access.
Good information, fast and easy communication
Our employees will introduce themselves and serve you
• wear a badge with their name and position;
• treat you with respect and patience;
• kindly provide the services you need;
• maintain confidentiality.
You can find information about our services:
• on our website (www.cadastre.bg/uslugi);
• on site at the ASC;
• in the Cadastre Administrative Information System (CAIS), where you can request services electronically (requires electronic signature);
• via the contact phone numbers listed on the GCCA website for the central administration and all Geodesy, Cartography and Cadastre Offices (GCCO).
On-site assistance at the ASC is provided by:
• our ASC staff and/or our experts, who will:
give you clear, complete, and accurate explanations and answers to your questions regarding the service;
enter and register your applications in the CAIS – registry module
– applications are filled in electronically by a GCCO employee, no need to pre-fill forms.
In the “Most Frequently Asked Questions” section of our website
• you will find answers to the most frequently asked questions and detailed guidance on the steps for electronic service applications, how to check the status of a document, as well as accessible information about the nature and specifics of the procedures for creating and maintaining the cadastral map and cadastral registers (CMCR) on the GCCA website - https://www.cadastre.bg/faq and on the CAIS electronic services portal - https://kais.cadastre.bg/bg/Faq
Advantages of the Service
We review and respond quickly to your general inquiries:
• For verbal inquiries made on-site or by phone – within 20 minutes;
• For written inquiries – within up to 5 working days.
Fast service:
• Within 20 minutes we will:
Provide the information you requested;
Accept your documents (the waiting time may be extended by 10 minutes when processing documents related to applications for specialized services);
Provide you the completed documents.
One-stop service::
• Submit and receive documents at a single desk;
• You may pay on-site via a POS terminal device.
Check the status of your service online:
• You can make a registry inquiry about the status of your service by entering the incoming number of your application in the KAIS electronic services portal: https://kais.cadastre.bg/bg/InDocuments/Status
Please inform us of any problems related to administrative services. You may submit a complaint, suggestion, or report:
On-site at the Customer Service Center
We try to resolve the issue and fix the problem immediately– during your visit to the Customer Service Center.
• Please contact our staff at the Customer Service Center;
• If necessary, contact the Head of the Administrative Services Unit.
Write to us
Your complaints, suggestions or reports will receive an objective response.
You can submit your complaints and reports:
At the Agency’s registry office at: P.O. Box 1618, Sofia, 1 Musala St., or by mail to the specified address;
At the Agency’s regional offices at the addresses published on the following website: www.cadastre.bg/contacts
By email at: Виж имейла...;
Via online contact form:
http://www.cadastre.bg/form/contact;
Through feedback boxes in the ASCs.
When submitting a complaint or report regarding your specific application for the provision of a service, you can also indicate the application number.You will receive a confirmation with a reference number via email.
Call us
We will listen to you and inform you about the action taken and the expected timeframe.
• On our website, in the “Contacts” section, you will find the phone numbers through which you can reach us during the Agency’s working hours from 9:00 a.m. to 5:30 p.m.: www.cadastre.bg/contacts.
Information about your satisfaction
Each year, by April 1, in the “Administrative Services” section, you will find published:
An annual report on the assessment of customer satisfaction:
• Analysis of your feedback
• Satisfaction measurement results
• Actions taken to improve service quality
Thank you for your polite and respectful communication with us!
The Customer Charter was approved by Order No. RD-13-39/06.04.2026 of the Executive Director of GCCA.
