SEPE official faces disciplinary action for seeing clients without an appointment: what about the digital divide?

A SEPE official in Mérida, Juan Carlos Nieto, is at the center of a controversy that goes beyond his disciplinary case. The accusation: helping people without an appointment, something he considers part of his job. The case has exposed a problem affecting thousands of foreigners in Spain: the difficulty of accessing essential administrative procedures when the digital system leaves you out.

Nieto has been in the civil service for 37 years, the last 15 at the SEPE benefits office in Mérida. According to the statement of charges, he assisted users without appointments, issued certificates, and answered inquiries outside of internal instructions. The Administration considers this a possible serious offense. But he denies having failed to assist those with appointments: “When there was capacity and someone arrived with an urgent need, I tried to help,” he stated.

The Ministry of Labor assured that the investigation was not initiated because he assisted people without appointments, but the case remains open. The uncertainty about his job security has sparked a wave of support from the public and labor unions. However, what concerns Nieto most is the effect on other public employees: “If the conclusion is that it’s best to simply follow instructions even when you have a desperate person in front of you, we’ll be creating a colder government,” he warns.

This case hits close to home if you’ve had trouble getting an appointment at the Immigration Office or the SEPE. The appointment system, designed to streamline work, has become a barrier for many—especially for those who aren’t internet-savvy or are facing tight deadlines. Digitalization, far from facilitating access, creates exclusion. You know this if you’ve spent hours trying to book an appointment online without success.

The debate is on: how do we reconcile legality with effective service? Nieto isn’t asking for the appointment system to be eliminated, but rather for professional judgment to be restored when handling urgent cases. Meanwhile, his case continues to move forward. And if you find yourself in a similar situation, remember that there are civil servants who are trying to help, even if it means risking their jobs.

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