IOI Ombudsman News 37/2016

The Parliamentary Ombudsman, Mr Anthony C. Mifsud has met the EU Ombudsman Secretary General, Ms. Beate Gminder and Ms. Marta Hirsch-Ziembińska, Head of Inquiries and ICT at the Office of the European Ombudsman.

During the meeting the Ombudsman and Ms Gminder discussed proactive initiatives taken by both institutions and exchanged good practices adopted when dealing with complaints from citizens.

Both the Parliamentary Ombudsman and the EU Ombudsman Secretary General reaffirmed the high value of cooperation between both institutions and within the European Network of Ombudsmen.

The meeting was also attended by the specialised Commissioners within the Office of the Ombudsman in Malta, Director General and Head of Investigations.

Presenting the activities of the Seimas Ombudsmen‘s Office to the representatives of the U.S. Embassy in Lithuania, the Head of Seimas Ombudsmen‘s Office Augustinas Normantas provided information on the human rights‘ situation in the country. „I have no doubts that the aim of all democratic states is to foster respect for human rights“, – stated Mr. Normantas. 

At the meeting with the representatives of the U.S. Embassy, Mr. Tedd Janis and Mrs. Giedra Gureviciute-Demereckiene, the Seimas Ombudsman revealed important issues that are the basis of complaints launched to the Ombudsman; moreover, presented human rights problems arising in places of deprivation of liberty.

Speaking about the activities of an institution A. Normantas paid great attention to the new function of the Seimas Ombudsmen‘s Office, i.e. national prevention of torture. "Ratification of the Optional Protocol to the Convention against Torture empowered the Seimas Ombudsmen to identify problems that had been unnoticed when dealing with complaints."

The meeting also encompassed discussions on cooperation with the U.S. Embassy in its preparation of the report on the human rights situation in the country. The report is prepared by the U.S. Department of State and approved by the Congress annually. When preparing the report on the human rights situation in the world, the U.S. Department of State cooperates with state institutions and non-governmental organizations. The document concerning issues of individual‘s freedom in the society and possibility of its realization is prepared with an aim to uphold human rights in the world.

The Seimas Ombudsmen defend the human right to good public administration, which ensures human rights and freedoms, and oversees public authorities to ensure they comply with their duty to adequately serve the people. The Parliamentary Ombudsmen also carry out national prevention of torture at detention facilities under the Optional Protocol to the Convention against Torture and Other Cruel, Inhuman or Degrading Treatment or Punishment.

Ombudsman Peter Tyndall and staff from his Office will be visiting Tralee on Thursday 22 September to take complaints from the public about public services. 

It is part of the Ombudsman’s ‘Outreach’ programme, and staff from his office will be in the Rose Hotel, Tralee from 10 am to 7pm on Thursday 22 September to provide advice and assistance to the public.  Staff will be available to take complaints from the public if they have tried to resolve their complaint with the provider of that service, and are unhappy with the result.

Ombudsman Peter Tyndall said:

“As part of my visit to Tralee I will also be meeting with providers of public services in the area.  I want to highlight the benefits of using complaints as a source of learning.  My office has recently developed a Model Complaints System for dealing with complaints that we would like all service providers to use.”

Last year the Ombudsman received over 3,500 complaints about public services. 128 complaints were received from people in Kerry.  Many complaints in Kerry involve the Department of Social Protection, Kerry County Council and the HSE, because of the large number of interactions they have with the public.

The Ombudsman investigates complaints from members of the public who feel they have been unfairly treated by public service providers such as:

• Government Departments and Offices
• The HSE, including public hospitals
• Local Authorities
• Third-level education bodies such as Universities and Institutes of Technology
• Private and public nursing homes

Una comunidad de vecinos de Zaragoza tendrá la oportunidad de volver a pedir la ayuda económica que concede la Administración para la supresión de barreras arquitectónicas y que, en una parte, le había sido denegada por un problema administrativo surgido durante la tramitación del expediente.

Tras la queja al Justicia y posterior tramitación, la Institución concluyó que la Administración debió pedir a los solicitantes de la ayuda aclaración de la solicitud o documentación complementaria con el fin de subsanar posibles errores en tiempo y forma, antes de denegarla.

Por este motivo, el Justicia sugirió al Departamento de Vertebración del Territorio, Movilidad y Vivienda que facilitase a la comunidad de propietarios una solución de procedimiento que permitiera obtener las ayudas correspondientes al ascensor instalado para eliminar las barreras de la planta baja.

La Sugerencia ha sido aceptada, y la comunidad de vecinos podrá aportar la documentación que se considere necesaria con el fin de que la Administración se pronuncie. El Justicia, Fernando García Vicente, se ha mostrado muy satisfecho con esta decisión que, en última instancia, beneficia a las personas con movilidad reducida ya sea por avanzada edad, una discapacidad física, o tener que manejar carro de bebé, entre otras situaciones.