IOI Ombudsman News 35/2015
Date of article: 04/09/2015
Daily News of: 04/09/2015
Country: WORLD
Author: International Ombudsman Institute
Article language: en
IOI Ombudsman News 35/2015
Date of article: 04/09/2015
Daily News of: 04/09/2015
Country: WORLD
Author: International Ombudsman Institute
Article language: en
IOI Ombudsman News 35/2015
Date of article: 26/08/2015
Daily News of: 04/09/2015
Country: Czechia
Author: Czech Public Defender of Rights
Article language: en
The Public Defender of Rights (then Deputy Ombudsman) has criticised the Authority for its failure to observe the deadlines for issuing decisions and other acts within proceedings, and also for its failure to keep proper file records, to respond to the citizens’ applications and complaints, etc.
The as of yet unresolved case of unauthorised disposal of excavated soil, disguised as a landfill re-cultivation, in the municipalities of Chrášťany and Chýně u Prahy was especially serious.
The situation has not improved to date. The Deputy Ombudsman’s inquiry found continuing maladministration. The construction authority is inactive and there are long delays in proceedings concerning the developers’ applications. The developers lack any kind of legal certainty as to when and how their matters will be resolved. This is negatively reflected in the increased rate of unauthorised construction, since the developers are forced, by the authority’s inactivity as well as e.g. their contractual obligations, to initiate construction without having the necessary permit.
The problems concerning the Hostivice construction authority are not limited solely to complicated construction proceedings, but also concern simpler structures or construction modifications, which the Deputy Ombudsman illustrated on the case of a complainant who had unsuccessfully been trying to obtain permit for a superstructure, construction modifications of a barn and construction of a garden shed in the municipality of Středokluky since 2012. He also petitioned the superior Regional Authority of the Central Bohemia Region, without success. Only the intervention of the Deputy Ombudsman and local inquiry directly at the office of the construction authority led to a certain progress in the case.
The Deputy Ombudsman’s inquiry confirmed the long-term unlawful inactivity on the part of the Hostivice construction authority. He recommended the Hostivice municipal authority, and specifically the construction authority, to immediately complete and resolve all proceedings relating to relevant construction projects by issuing appropriate decisions. He also asked the Regional Authority to ensure strict supervision and adoption of measures that would prevent re-occurrence of the shortcomings (chaotic file records, the lack of proper file overviews, etc.). The authorities promised a remedy and some of the complainant’s matters were thus indeed resolved. However, the construction authority subsequently returned to its inactivity and again started ignoring applications and complaints, etc.
Pursuant to Section 20 (2) of the Public Defender of Rights Act, if an authority fails to adopt remedies, the Defender may inform the public, including the publication of the full names of persons acting on behalf of the erring authority. In the case of continued inactivity of the Hostivice construction authority, the Public Defender of Rights not only made the case public through the media, but she also hereby informing the Chamber of Deputies of the Parliament of the Czech Republic of this fact.
Date of article: 03/09/2015
Daily News of: 04/09/2015
Country: EUROPE
Author: European Union Agency for Fundamental Rights
Article language: de
Date of article: 04/09/2015
Daily News of: 04/09/2015
Country: Spain
- Basque Country
Author: Regional Ombudsman of the Basque Country
Article language: es
Date of article: 04/09/2015
Daily News of: 04/09/2015
Country: Spain
- Andalucía
Author: Regional Ombudsman of Andalucía
Article language: es
El Defensor del Pueblo Andaluz considera necesario un órgano de resolución extrajudicial de conflictos para los servicios bancarios y financieros ante la ineficacia mostrada por el Banco de España y la CNMV en relación a prácticas abusivas de las entidades financieras como la venta irregular de participaciones preferentes y la inclusión indebida de cláusulas suelo en contratos hipotecarios.
Los conflictos producidos en los últimos años como consecuencia de actuaciones indebidas llevadas a cabo por las entidades financieras (participaciones preferentes, cláusulas suelo, swaps,..) han puesto de manifiesto las carencias del sistema de reclamaciones que rige actualmente en el ámbito de los servicios financieros, dado el carácter no vinculante de las resoluciones del Banco de España y la CNMV y ante la generalizada negativa de las entidades financieras a cumplir voluntariamente aquellas resoluciones que consideran poco favorables para sus intereses.
A la ineficacia demostrada por este sistema de reclamaciones, se une la negativa de las entidades financieras a someterse a procedimientos vinculantes de arbitraje de consumo, provocando todo ello una situación de indefensión en los consumidores de servicios financieros, obligados a acudir a los Tribunales de Justicia como única vía para la defensa de sus derechos. El resultado de esta situación es el colapso que sufren actualmente muchos juzgados de lo mercantil ante la proliferación de denuncias de particulares por prácticas abusivas de las entidades financieras, lo que ha derivado en retrasos judiciales superiores a los dos añós y en la renuncia de muchos consumidores a utilizar una vía judicial que se revela como lenta y costosa.
Para evitar esta situación el DPA considera necesario que se establezca un nuevo sistema de reclamaciones en el ámbito de los servicios financieros que incluya la posibilidad de someter los conflictos entre consumidores y entidades financieras a un órgano de resolución extrajudicial de conflictos cuyas decisiones sean vinculantes para las partes.
A tal fin, esta Institución apoya la Recomendación realizada por la Defensora del Pueblo del Estado a la Secretaría de Estado de Economía y Apoyo a la Empresa del Ministerio de Economía y Competitividad "para que se arbitre un sistema de reclamación extrajudicial que sea eficaz y que obligue a las entidades bancarias a corregir su actuación".
Asimismo, consideramos que la próxima aprobación de la norma de trasposición de la Directiva Europea 2013/11/UE, sobre resolución alternativa de litigios en materia de consumo, ofrece una ocasión inmejorable para establecer el principio del sometimiento obligatorio de las entidades y empresas que prestan servicios económicos de interés general y, en particular, de las entidades prestadoras de servicios financieros y bancarios a los órganos de resolución extrajudicial que se creen y el carácter vinculante de las resoluciones que dicten.