Introduction

There are instances where an Ombudsman has doubts as to whether the actions of the institution are being effective enough, or are being sidelined for anything but good reasons, or finds in the way unyielding and stubborn attitudes.  Doubts of this nature are the result of reflection, not a weakness.  On the one hand they encourage moral serenity and on the other highlight an awareness of challenges ahead.

The question for an Ombudsman to ask is: 

in times of distrust and persistent conflict, do bodies legally entrusted with the oversight of public services really have a modest influence on the people responsible for those services or are their tools structured in too gentle a manner to enable the institution to carry out its mandate fully and well?

I shall be answering this legitimate question in clear terms and with an open mind. 

“Soft law”

The Office of the Ombudsman has been described as a creature of “soft law” because it does not impose executive orders, but investigates, recommends and persuades.  Nonetheless the choice of the adjective “soft” is not misplaced. The Ombudsman speaks the truth to the public administration, without the need to resort to the sharp instruments of executive enforcement. 

In troubled times, when loud and uncompromising voices tend to dominate public statements and debate, the Ombudsman could appear to be ineffectual.  And yet, experience has repeatedly shown that institutions like the Ombudsman, that are grounded in fairness, transparency and reasoned dialogue, are never weak, but have steadily gathered relevance and standing. 

Dignity

The foundational role of the Ombudsman is the pursuit of justice for the person in its relations with the administrative functions of the State.  That includes ensuring that the public administration is not merely efficient but fair, not merely lawful but respects the dignity of the person. 

Every complaint is not just a file to be processed. It is a human story, often one of frustration, vulnerability and exclusion. When matters are resolved and solutions are found following investigations, proper public administration and trust are restored. Without these essential components, people are tempted to view rules with suspicion and public institutions as adversaries with the risk that people retreat into diffidence or worse anger. 
Bridge

By providing accessible and independent oversight, the Ombudsman acts as a bridge between persons and the State. That effort might not dominate the headlines, but it quietly prevents fractures from becoming chasms.  And the Ombudsman has an obligation by the use of its persuasive powers to contest all who might have an interest in demolishing that bridge carefully built with courage, patience and determination. 

Defence

The rule of law is not secured solely in courtrooms. It is upheld in the daily conduct of public officials, in the fairness of procedures, and in the clarity of reasons given for decisions. 

When the Ombudsman identifies maladministration, recommends corrective action, or calls attention to systemic shortcomings, there is a strong ripple effect: public bodies have to refine their processes, public officials have to become more respectful where the rights of people are concerned, and policies have to be adjusted to better reflect legal and ethical standards. This is what disciplined and tangible improvement is all about.

When persons experience what it means to be unheard, dismissed, or treated unjustly, that can give rise to resentment. Institutions like the Ombudsman, that can offer fair hearing and impartial review, provide an alternative to despair, and send out the message that disputes can be resolved within impartial and constitutional institutions that need not necessarily be the courtrooms.

Attention

Every complaint deserves attention. Every person has the right to be treated fairly. This moral and policy statement, put in practice daily, strengthens a culture that human dignity is non-negotiable.

When recommendations are ignored, including (but not only) because of political pressures that may be subtle but persistent, doubts on effectiveness can arise. But any doubt should not lead to submission.  Instead, it should reinforce the sense of purpose.

Quality

The influence of the Ombudsman lies in its credibility, on the quality of its reasoning, on the fairness of its procedures, and the consistency of its principles. When findings are meticulously grounded, when the tone in investigative reports is measured and constructive, and when commitment to impartiality is unwavering, then moral authority becomes all the stronger and that authority becomes extremely difficult to put aside.

Collaboration

Ombudsmen across jurisdictions share best practices, comparative insights, and collective standards. Networks of oversight institutions contribute to a broader culture of accountability that goes far beyond national boundaries. While each Office may appear modest in isolation, when together Ombudsmen form a global community dedicated to good governance and human rights, because they are offices that do not exist simply for self-preservation but first and foremost for an upright service to the public. 

Challenges

The challenges of our trouble times worldwide require  patience, independence, integrity, and courage : the patience to examine complex cases to the extent they deserve ; the independence to resist external influence, be it rightful or otherwise ; the integrity to insist on the adherence of principles (including the principles of good administration of worldwide application) even when they are inconvenient ; and the courage to express where necessary even publicly uncomfortable truths.

Resilience

The Ombudsman has shown to all that disagreement in the administration of public affairs can be addressed through structured inquiry rather than confrontation. The institution has been a proven instrument of meaningful accountability because it firmly believes that governance is not a contest of dominance, but a shared endeavour grounded in the respect of rights. 

This resilient approach in favour of accountability might not be so much visible for all, but it is an enduring influence. For the persons whose grievance has been resolved, the effect is deep; for the public body that re-addresses its procedures, the benefits extend to future interactions; but for the broader society, each instance of improved administration upholds the rule of law.

Democracy is sustained by countless acts of fairness, transparency, and accountability.  The Ombudsman is committed to the principle that power must answer to reason, that authority must be exercised with fairness, and that every person has the right to seek redress without fear.

Conclusion

The powers of the Ombudsman have been described as “soft”. But all the principles that the Ombudsman defends are not.  They are firm, steadfast and essential.   As long as there are persons who seek justice in their dealings with the State in a non-judicial framework, then the role and mandate of the Ombudsman will not only remain relevant but also indispensable.

Published on newsbook.com.mt on 7th April 2026

Ahead of International Roma Day, the Council of Europe Commissioner for Human Rights, Michael O'Flaherty, issued the following statement: 

On International Roma Day, and every day, I stand in solidarity with Roma and Travellers across Europe. I pay tribute to their rich cultures and their contributions to our societies. This day is both a moment of recognition and a call to action, highlighting Roma and Travellers’ resolve to reclaim a narrative anchored in dignity and equal rights.

Roma and Travellers still face entrenched racism. Inflammatory rhetoric, including from those in positions of power, normalises exclusion and hatred. Entire communities are stigmatised, while some laws and policing practices reinforce discrimination, deepen marginalisation, and erode trust.

These challenges are well known, yet largely unresolved. Meanwhile, new issues are emerging:  from the digital sphere, where AI can amplify existing biases, to environmental injustices that disproportionately affect vulnerable communities. The shrinking space for civil society, including Roma and Traveller-led organisations, is also a serious concern.

States can no longer delay addressing this unacceptable situation. I call on authorities to turn commitments into action: to remove barriers, tackle poverty and exclusion, invest in equality, and work with Roma and Traveller communities. The full implementation of the relevant judgments of the European Court of Human Rights must be a priority, backed by political will and adequate resources.

Representation is key. For too long, Roma and Travellers have been excluded from decision-making spaces and misrepresented in public life. Their narratives - reclaimed with pride - must be recognised and respected. Supporting the participation of Roma and Traveller women and girls, who are so often catalysts of change, is essential to building more inclusive societies.

With focus and dedication, and smart strategies and action, we can build a future together where the rights of all are respected.

For insight into the stories of resilience of Roma and Traveller communities and the women driving change, I invite you to read my book THE UNHEARD 12 MILLION (also available in French).

The right of people with disabilities to vote must be a genuine one, whereas at present it is more of a formality—if not merely a facade.” With these words, Ombudsman Velislava Delcheva opened the forum “Accessible Electoral Environment: Information and Technology Solutions for Voters with Visual and Hearing Impairments,” organised by the Ombudsman Institution.

3 April 2026

Ombudsman Velislava Delcheva: The right to vote for people with disabilities must be a genuine right, not just a facade

“The right of people with disabilities to vote must be a genuine one, whereas at present it is more of a formality—if not merely a facade.” With these words, Ombudsman Velislava Delcheva opened the forum “Accessible Electoral Environment: Information and Technology Solutions for Voters with Visual and Hearing Impairments,” organised by the Ombudsman Institution.

The purpose of the discussion was to assess, on the eve of the upcoming parliamentary elections, the readiness of government institutions and local authorities to ensure an accessible electoral environment and adequate voting conditions for people with disabilities. The focus was on the need for accessible information, digital solutions, and physical aids to guarantee the secrecy of the vote and the right to an informed and independent choice.

The discussion focused on options for accessible solutions for blind and visually impaired voters, including Braille templates and audio instructions for machine voting, providing sign language interpretation and video instructions for deaf and hard-of-hearing voters, as well as conducting information campaigns in accessible formats and training polling station election commissions.

Velislava Delcheva highlighted the fact that the Ombudsman Institution had been raising these issues for years—through recommendations, opinions, and reports to the relevant institutions—with her most recent recommendation, dated 25 February, addressed to the Central Election Commission and the acting Prime Minister, in which she insisted on concrete measures.

In her statement, she emphasised that the issue of voting rights for people with sensory disabilities remained sensitive and long overdue. Although the Constitution and the law guarantee every citizen the right to participate in elections, in practice the conditions have not yet been created for this right to be exercised with dignity, independently, and on an equal footing.

Delcheva expressed her hope that concrete and effective measures would be taken to improve this situation as early as the next election.

During the discussion, Rumyana Dimitrova—author of the project “The Voice Behind the Eyes”—presented a study on best practices for accessible voting in countries such as Estonia, Ireland, the United States, Australia, and others.

The Central Election Commission emphasised the need for significant improvements in accessibility at polling stations. It was noted that the current organisation of the electoral process often prevents people with sensory disabilities from voting independently and without the risk of having to rely on an assistant. In this regard, reports of unethical practices were also noted.

The Ministry of eGovernment presented QR codes designed to provide access to information for election participants via mobile devices and assisted technologies. They pointed out that the solution would be free of charge, require no additional resources, and could be provided to district election commissions. It was noted, however, that while it would help inform voters with visual impairments, it would not fully resolve the issue of physically exercising the right to vote.

A concept was also presented for developing a remote voting solution for the visually impaired using mobile devices, while ensuring the anonymity of the vote. Work on this is expected to begin after the conclusion of the current election cycle.

CEC Chair Kameliya Neykova expressed readiness to analyse all proposals and take specific measures, including the introduction of tactile ballot templates, the activation of audio features in machine voting, and the strengthening of cooperation with organisations representing people with visual and hearing impairments.

“The ideas gathered will be submitted to Parliament to be incorporated into future amendments to the Election Code, which should come into effect for the upcoming presidential elections this fall,” the Ombudsman noted.

El síndic de Greuges de la Comunitat Valenciana, Ángel Luna, ha reprochado al Ayuntamiento de El Campello la falta de una respuesta clara sobre el estado de la piscina municipal, que lleva más de una década cerrada, y sobre el plazo previsto para su apertura. En su resolución, esta institución insta a la Administración local a dar una contestación completa y debidamente motivada, en la que se detalle la información solicitada por una vecina y se le indiquen las opciones que tiene para reclamar en caso de disconformidad.

De acuerdo con la queja que la interesada presentó ante el defensor del pueblo valenciano, el Ayuntamiento sólo había respondido hasta ahora señalando que el asunto estaba «en manos de los servicios competentes». Para el síndic, esta respuesta vulnera el derecho a una buena administración; es decir, la obligación que tienen las administraciones públicas de atender los asuntos de los ciudadanos de forma concreta, en plazo y con explicaciones suficientes.

La piscina lleva más de una década construida sin que los vecinos de El Campello hayan podido usarla. El Ayuntamiento atribuye el retraso a los problemas derivados de la pandemia, que obligaron a replantear el modelo de gestión del complejo. Los trámites de adjudicación a un operador privado aún no han concluido, y el propio consistorio ha reconocido que, una vez resueltos, harían falta hasta seis meses más para abrir la instalación.

Consulta la resolución del Síndic sobre este asunto. 

Desde 2023, las quejas se han incrementado un 22%

8.922 personas solicitaron la mediación de la Institución el año pasado

794 asuntos fueron resueltos mediante la vía de información con gestiones

Las sugerencias dirigidas a las administraciones ascendieron a 184, con un porcentaje de aceptación del 73%

Accede al informe completo y al resumen divulgativo

La justicia de Aragón, Concepción Gimeno, ha entregado esta mañana a la presidenta de las Cortes, María Navarro, el Informe Anual de 2025 que refleja la actividad de la institución durante el pasado año.

La Institución tramitó en 2025 un total de 2.135 expedientes nuevos, lo que supone un incremento de más del 9% respecto a los datos de 2024 y un 22% desde el año 2023.

Durante el ejercicio, 8.922 personas confiaron en la labor del Justicia de Aragón para mediar ante las administraciones aragonesas. La justicia de Aragón, Concepción Gimeno, dirigió 184 resoluciones a los distintos organismos públicos, con un grado de aceptación del 73%.

Además, en 2025 la Institución contribuyó a resolver conflictos mediante la información con gestiones, una forma de mediación a través del diálogo, que permitió dar respuesta al ciudadano en 794 expedientes, frente a los 506 del año anterior. Esta vía permite al Justiciazgo contribuir a resolver problemas ciudadanos a través de la orientación, la explicación del contexto y el diálogo con la Administración.

Las áreas que concentraron mayor volumen de quejas fueron Sanidad (290), Servicios Sociales (215), Educación (197), Empleo Público (180), Servicios Públicos (172) y Medio Ambiente (125).

Sanidad (290 expedientes) se consolidó como el área de mayor actividad. Las quejas se centraron en el déficit de profesionales, especialmente en el medio rural y hospitales de Barbastro, Teruel, Huesca o Calatayud. Asimismo, se recibieron quejas por listas de espera, sobre todo, en especialidades como Neurocirugía, Traumatología y en salud mental.

En Servicios Sociales (215 expedientes), descendieron las quejas por los retrasos en las valoraciones de la dependencia y siguió habiendo asuntos relacionados con la valoración del grado de discapacidad y para obtener un recurso idóneo a la persona. Esta área también refleja la actividad del Justicia de Aragón en atención a las personas mayores a través del Observatorio Aragonés de la Soledad (OAS) y las visitas a residencias.

En el área de Educación (197 expedientes) descendieron las quejas sobre la dotación de auxiliares de educación especial (ACNEAE), aunque siguió siendo un asunto que preocupa a las familias. La ciudadanía también reclamó mejoras en el servicio de comedor; una mayor inversión y mejora de infraestructuras, en particular en los patios para hacer frente a la meteorología; plazas en transporte escolar en el medio rural, así como limitación del uso de pantallas en el aula, desconexión digital y actuaciones frente al acoso escolar. Además, 2025 estuvo marcado por la organización de las XXXVIII Jornadas de Defensorías del Pueblo, que trataron sobre la vulnerabilidad en las aulas, donde se reivindicó que no existe verdadero derecho a la educación si se desatiende a los alumnos más frágiles.

En Empleo Público (180 expedientes), se recibieron quejas por la falta de personal administrativo en los Servicios Provinciales de Educación, lo que ha causado retrasos en el pago de trienios y sexenios al personal docente. Además, se instó a proteger a quienes sufren brecha digital en los procedimientos de selección de personal.

En el área de Servicios Públicos (172 expedientes), la labor del Justiciazgo se orientó a supervisar la calidad y accesibilidad de los suministros básicos. En materia de movilidad, las personas reclamaron ante el Justicia de Aragón más taxis adaptados en Zaragoza y la posibilidad de acceder al autobús urbano con andadores. Ambas quejas dieron lugar sendas sugerencias aceptadas por el Ayuntamiento de Zaragoza.

Además, el Justicia de Aragón actuó como mediador ante compañías de luz y gas para corregir facturaciones erróneas y ante las telefónicas ante la falta o insuficiencia de cobertura móvil en algunos núcleos rurales.

En Medio Ambiente (125 expedientes), aumentó la preocupación por el ruido urbano y también se recibieron quejas por el impacto en el territorio de las energías renovables, la tala de árboles en entornos urbanos y el bienestar animal.

El área de Justicia (118 expedientes) siguió habiendo quejas, aunque menos que en 2024, por la saturación de los registros civiles y por la denegación del derecho a la asistencia jurídica gratuita, entre otras. Y en Interior, la Institución recibió quejas relacionadas con la seguridad ciudadana en las que se reclamaba mayor presencia policial en determinados pueblos y zonas de la capital aragonesa.

Por su parte, en el área de Economía y Hacienda (102 expedientes), la Administración aceptó una sugerencia para que la cita previa no limite el acceso a los registros públicos de Hacienda. En 2025, también se recordó al Gobierno su obligación de cumplir con el deber estatutario de presentar el Proyecto de Ley de Presupuestos en plazo.

En el área de Urbanismo (99 expedientes) se intervino en relación con el deterioro de edificaciones, sobre todo, en municipios del medio rural, algunas de ellas de indudable valor patrimonial, como Casa Ruba, en Fanlo.

Sobre el acceso a la vivienda en general, la Institución percibió en 2025 la preocupación de la sociedad ante el incremento de precios y la carestía de vivienda pública. En particular, se recibieron quejas de personas vulnerables que dependen de ayudas al alquiler para hacer frente a esta necesidad básica. Y respecto a la vivienda dotacional pública, la Institución ha pedido que no se deje a los barrios infradotados de servicios esenciales, como escuelas o centros de salud.

En otro orden de cosas, 2025 destacó por la conmemoración de los 700 años de la prohibición de la tortura judicial en Aragón, un hito pionero en Europa, y por la recuperación del cuadro La prisión de Lanuza (1858) del pintor aragonés Carlos Larraz y Micheto, depositado en la sede del Justicia de Aragón por el Museo Nacional del Prado. El año pasado, 766 visitantes pudieron recorrer el Palacio de Armijo en visitas guiadas para grupos.

Para desarrollar su labor, en 2025 la Institución tenía una plantilla de 23 empleados y un presupuesto de 2.528.571,31 € con un grado de ejecución del 88,31%.