Une réglementation complexe et des problèmes de fonctionnement au sein des organismes de paiement entraînent une lenteur dans les versements et une perte des allocations de chômage et des droits.   

À la suite de nombreuses plaintes concernant le paiement des allocations de chômage, le Médiateur fédéral a entamé un dialogue avec l’Office national de l'emploi (ONEM) et les organismes de paiement des allocations de chômage (la Caisse auxiliaire de paiement des allocations de chômage et les syndicats). Il publie aujourd’hui un rapport contenant ses conclusions sur les problèmes rencontrés par les organismes de paiement, ainsi qu’un certain nombre de recommandations visant à prévenir les problèmes à l’avenir. “Personne ne devrait perdre ses allocations ou ses droits en raison des problèmes rencontrés par son organisme de paiement” déclare le médiateur fédéral, Jérôme Aass.  

Des plaintes persistantes

Avant la crise liée au coronavirus, le Médiateur fédéral recevait peu de plaintes concernant les organismes de paiement. Mais pendant la crise, l'augmentation massive et soudaine du nombre de chômeurs temporaires a entraîné une charge de travail très importante pour les organismes de paiement. Par conséquent, en 2020 et 2021, le Médiateur fédéral a reçu de nombreuses plaintes concernant ces organismes de paiement (près de 1300 plaintes en 2020 et plus de 1200 en 2021). Passé cette période, Il s'attendait à ce que le nombre de plaintes revienne à son niveau d'avant la crise mais, bien qu'elles soient en nette diminution, il a encore reçu près de 600 plaintes en 2024. 

La majorité des allocations de chômage ont été versées dans les temps. Mais lorsque la situation tourne mal et qu’ils ne trouvent pas de solution avec leur organisme de paiement, les chômeurs frappent à la porte du Médiateur fédéral. Les plaintes reçues concernent à la fois la prestation des services délivrés par les organismes de paiement et la complexité de la législation. Parmi les problèmes signalés par les chômeurs auprès du Médiateur fédéral, on peut citer :  

• Ils peuvent difficilement joindre les organismes de paiement et les délais d’attente pour obtenir un rendez-vous sont longs ;
• Leur dossier en ligne n’est pas toujours mis à jour ;  
• L’organisme de paiement continue de demander un document que le chômeur a déjà fourni ou ne signale l’absence d’autres documents seulement qu’après que le chômeur ait remis un document demandé ;  
• L’organisme de paiement introduit trop tard le dossier du chômeur auprès de l’ONEM, ce qui pourrait causer la perte de plusieurs semaines, voire plusieurs mois d’allocations ou même de droits dérivés (comme en matière de pension).

Causes des problèmes

Tous les organismes de paiement ont fait d'énormes efforts pour améliorer leur accessibilité et rendre les délais de réponse et de traitement aussi courts que possible. Pourtant, les problèmes subsistent. Le Médiateur fédéral y voit plusieurs causes :  

• La réglementation est ancienne et complexe. Les textes de base de la réglementation actuelle en matière de chômage datent de 1991, alors que la numérisation en était à ses balbutiements et que le citoyen n’était pas au centre des préoccupations ;
• La complexité des dossiers augmente, ce qui signifie qu’il faut plus de temps pour les traiter correctement ;
• Les organismes de paiement indiquent qu’ils ne disposent pas des ressources suffisantes pour fournir en permanence la qualité de service qu'ils souhaiteraient rendre et à laquelle les chômeurs ont droit.  

Poursuivre la numérisation, simplifier et prévenir la perte des allocations et des droits 

En collaboration avec les organismes de paiement et l’ONEM, le Médiateur fédéral a recherché des solutions possibles pour améliorer les prestations de service, adapter la réglementation en matière de chômage aux besoins futurs et éviter la perte des droits.

Dans son rapport, il formule plusieurs recommandations pour que chaque citoyen reçoive les prestations de service et les allocations auxquelles il a droit.  

Les recommandations sont adressées au ministre du Travail, aux organismes de paiement et à l'ONEM. Le Médiateur fédéral demande :

• D'éviter que des chômeurs ne soient victimes de problèmes rencontrés par leurs organismes de paiement et qui les empêcheraient de soumettre le dossier de ces chômeurs à l'ONEM dans les délais requis ;
• D'adapter la réglementation en matière de chômage afin de la simplifier et de la rendre évolutive et pouvant s’adapter aux besoins futurs, en mettant le citoyen au centre et en mettant pleinement l'accent sur l’automatisation des droits et la numérisation des procédures sans perdre de vue les besoins des groupes numériquement vulnérables ;
• D'allouer les ressources nécessaires aux acteurs impliqués pour qu'ils remplissent correctement leurs missions.

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Between October and December 2024, the Human Rights Ombudsman of the Republic of Slovenia (Ombudsman) dealt with various complaints of people who contacted him in connection with ensuring the human rights of persons with disabilities. He helped the complainants with explanations about their rights and legislation, addressed recommendations to the competent authorities for better realisation of rights, and publicly drew attention to the rights of persons with disabilities. The following is an overview of completed consideration of complaints and various public activities.

(In)accessibility of government and ministry premises for persons with physical and sensory disabilities

The Ombudsman analysed the accessibility of the premises of the Government of the Republic of Slovenia and ministries for persons with disabilities. He concluded that accessibility is still not adequately ensured, despite legal obligations. Half of the cases related to a lack of basic adaptations such as accessible lifts, toilets, floor markings, and communication equipment. The situation is particularly bad for persons with sensory impairments. The Government admits some improvements and is planning measures, but the Ombudsman warns of the necessity of quick action, as the deadline for adjustments expires in December 2025. He proposed the establishment of a working group for systematic analysis and measures and the provision of the necessary funds. The Government replies that it is already making some adjustments and plans further investments. 

The MDDSZ's delay of more than nine months in responding to the application of a disability organisation is unacceptable

In September 2023, then in December of the same year and in May 2024, a representative disability organisation that represents, protects, and enforces the rights and interests of paraplegics and tetraplegics asked the Ministry of Labour, Family, Social Affairs, and Equal Opportunities (MDDSZ) for an explanation regarding interpretation of Article 12 on the Enforcement of Rights from Public Funds. She received no response to their requests. Only after the intervention of the Ombudsman did the MDDSZ respond and provide the requested explanations. According to the Ombudsman, the response, which took more than nine months, is not consistent with the principle of good management, as set out in Article 3 of the Human Rights Ombudsman Act. 

Prolonged decision-making on entitlement to disability benefits

Due to the inactivity of his employer, the Ministry of the Interior, the Police and the Institute for Pension and Disability Insurance of Slovenia, a complainant was without partial disability benefit for almost half a year, and for a considerable part of that time he did not even receive an advance payment of partial benefit. The Ombudsman found a violation of the right to social security and a violation of the principle of good governance in the work of the authorities. 

Delays in the expert opinions of URI Soča

The Ombudsman received a letter from the Association of Centres for Social Work of Slovenia (SCSD), which contacted him regarding the procedures for obtaining expert opinions for acquiring the status of a disabled person under the Social Inclusion of Disabled Persons Act (ZSVI). The SCSD explained that the procedures carried out by URI Soča, which is responsible for providing these opinions, take too long, in some cases even more than eight months. She also drew attention to the insufficient reasoning of these opinions. In connection with this issue, the Ombudsman also received a specific complaint from an individual, in which URI Soča did not prepare an expert opinion for more than nine months. The opinion was issued only after the intervention of the Ombudsman. The Ombudsman made several inquiries at the MDDSZ. In its reply, the Ministry explained that it is aware of the mentioned problem and is actively solving it, by contractually regulating the production of expert opinions with URI Soča. Subsequently, the MDDSZ informed the Ombudsman that the contract on the preparation of expert opinions for the needs of disability assessment under the ZSVI for the years 2024 and 2025 was signed in September 2024. Based on the explanations provided, the Ombudsman expects that there will be no more delays in issuing expert opinions in the future.

The Ombudsman successfully intervened in ensuring parents' access to children's documentation

The Ombudsman was contacted by a complainant who explained that her daughter was in the process of obtaining a decision on the guidance of children with special needs due to identified developmental deficits. The parents filed an application for a decision, and the school sent its opinion to the Institute of Education of the Republic of Slovenia. The complainant asked the school to see the opinion, but she was only allowed to read the document, but not to photograph or photocopy it. The Ombudsman made an inquiry at the school and found that, after his intervention, the school immediately handed over a photocopy of the requested document to the complainant. In the opinion of the Ombudsman, such restriction of access to photocopies of documentation related to the child represents an interference with the rights of parents from Article 54 of the Constitution of the Republic of Slovenia. The Ombudsman considers his intervention in this case to be successful.

The Ombudsman met with representatives of the Museum of Madness

On 15 October 2024, the Human Rights Ombudsman Peter Svetina met with representatives of the Museum of Madness in Trate, Dr Sonja Bezjak and Dr Andreja Rafaelič. They presented to him the operation and activities of the Museum of Madness, especially their efforts to ensure suitable conditions that would enable people with long-term disabilities to live in the community. In the conversation, the Ombudsman expressed his deep concern about the slow, flawed and ineffective process of deinstitutionalisation in Slovenia. 

The National Preventive Mechanism (NPM) continued to visit care and work centres

In November, a representative of the NPM[1] visited the residential unit of the Tončka Hočevar Care and Work Centre (VDC).

Representative of the Ombudsman on reasonable accommodation for persons with disabilities at the UN Economic and Human Rights Forum

Jerneja Turin, adviser to the Center for Human Rights and chair of the working group for the Convention on the Rights of Persons with Disabilities at the European Network of National Human Rights Institutions (ENNHRI), participated in a panel on 25 November 2024, within the framework of the United Nations Economic and Human Rights Forum. The discussion took place on the topic of reasonable accommodations for the disabled. In her contribution, she emphasised that reasonable accommodation is a legal obligation that contributes to dignity, equality, and inclusion. Refusal to make a reasonable accommodation amounts to discrimination, and companies must provide those accommodations unless they would pose a disproportionate burden. Countries must establish clear legal frameworks, and provide guidelines for the economy and effective monitoring and enforcement mechanisms. 

Organisation of a meeting of European national institutions for the protection of human rights on the topic of monitoring the realisation of the rights of persons with disabilities

The chairwoman of the ENNHRI working group for the Convention on the Rights of Persons with Disabilities, Jerneja Turin, organised an online meeting of representatives of national human rights institutions on the topic of the use of indicators in monitoring the realisation of the rights set forth in the Convention on the Rights of Persons with Disabilities and the participation of disability organisations in the implementation of the mandate of monitoring the rights of persons with disabilities.

Ombudsman at the Pre-Session of the Universal Periodic Review in Geneva on the situation in the field of the rights of persons with disabilities

On 22 November 2024, the Ombudsman participated in the pre-session of the Universal Periodic Review (UPR) in Geneva. At the event, Jerneja Turin, adviser to the Center for Human Rights, presented key areas of human rights that require special attention in Slovenia to the representatives of the countries' permanent representations in Geneva. She focused on the right to health and the protection of vulnerable groups. She emphasised that the rights of persons with disabilities are still not adequately protected. Public institutions, including schools and administrative buildings, often do not meet accessibility standards. Institutional care still dominates community care options, limiting independent living and exposing persons with disabilities to the risk of violence, neglect, and mistreatment. 

The introductions to the Ombudsman's annual reports are now also adapted for blind and visually impaired persons

This year, The Ombudsman has prepared an audio recording of the introduction to the Annual Report of the Ombudsman for 2023. At the same time, audio introductions to the previous annual reports from the mandate of Peter Svetina were also recorded, i.e. from 2019 onwards. You can find them here.

Ombudsman on the occasion of the International Day of Persons with Disabilities

On the International Day of Persons with Disabilities, the Ombudsman pointed out that caring for the most vulnerable members of society is an important indicator of the level of humanity and solidarity in society. He emphasised that the rights of persons with disabilities are one of the central themes of his mandate, as it is a group that often faces inequality and discrimination. More about the Ombudsman's activities.

https://www.ombudsman.gov.cy/ombudsman/ombudsman.nsf/annualreport_table/annualreport_table?openform

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El ararteko Manuel Lezertua ha participado en las XV jornadas de la Red de Fiscales de Medio Ambiente y Urbanismo que se celebran en Ávila, con una ponencia sobre “La obligación de las administraciones públicas de regular zonas de bajas emisiones contaminantes”.

En su intervención, el ararteko se ha referido a la Recomendación general del Ararteko para la mejora de la regulación de las zonas de bajas emisiones en Euskadi, presentada en febrero del 2024 como la principal aportación de esta institución sobre esta cuestión. En esa recomendación, el Ararteko recogió una serie de principios que deben informar la aprobación de los planes de movilidad urbana sostenible y la regulación de las Zonas de bajas emisiones. Dentro de esos principios se incluye el de proporcionalidad y de motivación de las medidas a adoptar, el de no discriminación y de transición justa, el principio de no regresión medioambiental o el principio de emergencia climática. 

La implantación de estas medidas como son las zonas de bajas emisiones está sufriendo un retraso generalizado debido a dificultades técnicas, jurídicas y sociales.

A estos obstáculos, se ha sumado la resistencia de ciertos colectivos que han planteado objeciones por las dificultades que, a su juicio, pueden generar las restricciones de tráfico de vehículos a motor en las ciudades para el ejercicio de sus derechos y libertades.

Existe también una reivindicación creciente por parte de otros colectivos ciudadanos y ecologistas para que se cumplan las obligaciones de reducción de las emisiones de GEI y para que se implanten de inmediato las medidas previstas en la ley destinadas a promover unas ciudades más limpias, seguras y sostenibles.

Esa inacción administrativa en algunos municipios, que aún no han iniciado el diseño de sus ZBEs, o el riesgo de la falta de ambición en la delimitación de las zonas de bajas emisiones, que pueden quedar reducidas a las zonas verdes o peatonales ya existentes en los centros urbanos, o incluso el de regresión en las zonas ya existentes, ponen en riesgo el cumplimiento de los plazos legales y de los objetivos de reducción del uso de vehículos contaminantes y del cambio modal a otros medios de transporte más sostenible.

“Desde el Ararteko, -ha dicho Lezertua- hemos venido instando a las administraciones públicas a actuar con determinación, sin olvidar que la inacción no solo pone en peligro la salud de la ciudadanía y el medio ambiente, sino que también puede derivar en responsabilidades legales”.

El ararteko ha subrayado que “la acción climática o el derecho a un domicilio libre de contaminación no es solo una aspiración, sino un derecho fundamental, tal y como ha venido reconociendo el propio Tribunal Europeo de Derechos Humanos. Para ello, las ZBEs representan una de las herramientas clave para garantizarlo. Su éxito dependerá de la voluntad y el compromiso de las administraciones públicas y de la aceptación de la propia ciudadanía”.

INTERVENCIÓN DEL ARARTEKO

Vitoria-Gasteiz, 28 de enero de 2025