Archives 2024

Complaint brought against the Swedish Public Employment Service for requiring an individual to provide their personal identity number in order to be sent public documents

Date of article: 05/11/2024

Daily News of: 12/11/2024

Country: Sweden

Author: Parliamentary Ombudsmen of Sweden

Date of decision: 2024-09-23

Decision case number: 2541-2023

Decision maker: Ombudsman

Summary of the decision: After an individual requested copies of public documents to be sent to him, the Swedish Public Employment Service informed the individual that he needed to provide his personal identity number for the authority to be able to charge him for the copies and then send them to him.

The Parliamentary Ombudsman notes that an authority that is to charge for copies of public documents normally needs particular information, for example a personal identity number, in order to be able to administer the charge and send the copies to the individual. This means that an individual who would like copies of the public documents to be sent to them must understand that this usually means they will need to provide information which will lead to a waiver of anonymity. However, there must be no ambiguity that could make the individual think, wrongly, that providing the requested information is a condition for them having access to the documents. It must be made clear that the requirement is solely as a result of the individual’s request to have the documents sent to them and to enable the authority to invoice the fee. If the individual chooses not to waive their anonymity, he or she needs to visit the authority to pay for the requested copies there. The Parliamentary Ombudsman emphasises that the authority must inform the individual of the situation and why the information is needed and requested, and that there are alternatives in the event that he or she does not wish to provide the information. The authority must provide the information about alternative ways of paying at the same time as informing the individual that they will be charged a fee for copies.

We issue practice recommendations to all public sector and social landlords in Wales

Date of article: 14/11/2024

Daily News of: 13/11/2024

Country: United Kingdom - Wales

Author: Public Services Ombudsman for Wales

Today we publish ‘Living in Disrepair’, a thematic report about housing disrepair and damp and mould complaints to us.

Housing Complaints

Between 1 April 2021 to 31 March 2024, general housing complaints formed 17% of all complaints received by us – the second highest topic following healthcare (36%) related complaints. Close to 800 of those complaints were complaints about disrepair.

Themes and Learning Points

‘Living in Disrepair – a thematic report about housing disrepair and damp and mould complaints to PSOW’ identifies the following themes and learning points:

Complaint v Service request: Occupiers should not have to raise complaints to see that remedial work is done and, similarly, should not have to repeatedly chase public bodies in order for a complaint to be initiated. Where an occupier has had to do this, we considers that the public body has had a reasonable opportunity to respond to the issues raised.
Quality of Pre-letting inspections: At the point of letting, landlords are required, by law, to ensure properties are both in repair and fit for habitation. The Report highlights evidence of pre-letting inspections of questionable quality in some of the complaints received by us.
Occupiers in vulnerable situations: The Report evidences several case examples of occupiers in vulnerable situations who would have waited significantly longer for necessary works to be completed, were it not for the intervention of our office.
Complaint handling: The Report evidences several case examples of complaint responses seemingly being delayed whilst the body carried out some works in the meantime, perhaps so that the response can reflect well on the body, or the body failing to properly record a complaint.

The Report also draws attention to positive evidence of good practice in relation to seeking professional opinion during a public body’s complaint investigation, demonstrating a robust investigation and a desire by the landlord to find the cause of the issue.

Report Recommendations

The Report includes the following recommendations to all public sector/social landlords in Wales:

to undertake a stock survey, to better identify properties that are suffering from, or at risk of, damp and mould;
to undertake a full and proper pre-letting inspection before an occupier moves in and completes all necessary works before the occupancy begins;
to record repeated service requests as complaints when work has not been undertaken;
to engage independent surveyors to inspect properties where complaints of serious disrepair are made.

“The link between poor housing and health has been well documented and a source of comment over many years.

I am concerned at the apparent lack of proactivity by many landlords to identify and tackle those properties suffering from damp/mould, as opposed to waiting for the occupants to draw attention to the issue.

As our casework demonstrates, it seems that it is only when proper inspections and surveys are undertaken, or when my office becomes involved, that landlords will swing into action. Ultimately, the longer an issue is left, the more costly it will be to rectify so it makes good business sense to be proactive.

I call upon public sector/social landlords to reflect on my report, to action my recommendations and to engage with our Complaints Standards Authority to prepare for adoption of our model policy and training on complaint handling.”

Commenting on the report, Public Services Ombudsman for Wales, Michelle Morris, said:

Read the full report here:

Living in Disrepair - a thematic report about housing disrepair and damp and mould complaints to PSOW

Intervento di Lucia Annibali alla Commissione mista conciliativa (CMC) congiunta dell’Azienda USL Toscana Centro e dell'Azienda Ospedaliero-Universitaria Careggi

Date of article: 11/11/2024

Daily News of: 14/11/2024

Country: Italy - Tuscany

Author: Regional Ombudsman of Tuscany

Facebook Difensore civico della Toscana

Link: https://inconsiglio.it/comunicato-stampa/sanita-prima-seduta-della-commissione-mista-conciliativa-congiunta-della-asl-toscana-centro-e-dellazienda-ospedaliero-universitaria-careggi/

Oggi la riunione presso l’ospedale di Santa Maria Nuova. La titolare della Difesa civica in Toscana Lucia Annibali: “Un’occasione di ascolto importante e utile per capire come migliorare”

Comunicato stampa n. 1137

Scarica Immagine

di Angela Feo

Firenze – Si è insediata oggi (lunedì 11 novembre) la Commissione mista conciliativa (CMC) congiunta dell’Azienda Usl Toscana Centro e dell’Azienda ospedaliero universitaria Careggi, rinnovata nei suoi componenti.

La prima seduta, che si è tenuta nella sala consigliare dell’Ospedale di Santa Maria Nuova di Firenze, si è aperta con i saluti istituzionali della titolare della Difesa civica in Toscana Lucia Annibali, del direttore generale della Usl Toscana Centro Valerio Mari e della direttrice generale dell’Azienda ospedaliero universitaria Careggi Daniela Matarrese (collegata da remoto).

La CMC è lo strumento a disposizione di cittadine e cittadini per dirimere le controversie che non hanno trovato soluzione con l’Ufficio relazioni con il pubblico (Urp). “Essa rappresenta una risorsa per i pazienti, ma anche per le aziende sanitarie – ha affermato Lucia Annibali – . E’ importante dare ai cittadini una possibilità di ascolto, di comprensione, di spiegazione e di informazione, soprattutto nei momenti di vulnerabilità. Per questo lavorare con grande verità, serietà e chiarezza giova al paziente ma anche alla struttura”. Annibali ha sottolineato come la Commissione mista conciliativa rappresenti un’occasione importante utile all’azienda e anche ai medici per capire dove è possibile migliorare, fornendo indirizzi e suggerimenti sia sul piano organizzativo sia sul piano umano. Per questo è fondamentale avere un resoconto dei casi trattati. E’ il nostro modo per dare un contributo concreto”.

La Difensora civica ha presentato la sua delegata, l’avvocata Giuliana Romualdi che svolgerà le funzioni di presidente della Commissione, sottolineando la sua esperienza nel settore. Romualdi è infatti attualmente presidente della Commissione mista conciliativa della Usl Toscana Nord Ovest e in passato ha ricoperto lo stesso ruolo nella CMC della Usl Toscana Sud Est.

“L’obiettivo della CMC è quello di favorire la partecipazione – ha spiegato Valerio Mari – Poter collaborare su questo fronte con Careggi per noi è di grande interesse. Questo contesto vede insieme la Commissione mista conciliativa, l’Urp e il Difensore civico regionale insieme per cercare di dare risposte sempre più efficaci e snelle alle richieste di chiarimento che possono arrivare dai nostri assistiti. E’ un percorso importante di civiltà all’interno dei nostri servizi. Il coinvolgimento di più soggetti che analizzano le stesse istanze è inoltre un elemento di garanzia, di affidabilità, serietà di giudizio e di trasparenza, al fine di poter colmare eventuali gap informativi e di comunicazione”.

Daniela Matarrese ha evidenziato come la Commissione mista conciliativa abbia una funzione importante “nell’ottica di rispondere in tempi brevi alle richieste degli utenti che riguardano casi più complessi”. “Lavoreremo dunque insieme su percorsi integrati rafforzando la rete tra le nostre strutture all’insegna del confronto, dell’ascolto e del dialogo costruttivo tra le parti al fine di migliorare il servizio”, ha aggiunto.

La nuova CMC congiunta è composta da 13 membri titolari e altrettanti sostituti. Presidente della Commissione, indicata dalla Difensora civica, è l’avvocata Giuliana Romualdi (supplente Simona Bonatti).

I tre membri rappresentanti di organismi di volontariato e tutela designati dal Comitato di Partecipazione della Usl Toscana Centro sono Antonella Perez, Marcello Baroni, Elisabetta Meacci; i sostituti sono Barbara Gonnella, Sauro Verdi, Rita Gargiulo.

I tre membri rappresentati di organismi di volontariato e tutela designati dal Comitato di Partecipazione dell’Aou Careggi sono Monica Sgherri, Franco Alajmo, Maria Tamma, mentre i sostituti sono Daniele Borghi, Silvia Cecchi e Cinzia Matacchiera.

I tre membri designati dall’Aou Careggi sono Barbara Giacomantonio, Giampaola Gioacchin e Fabrizio Niccolini. I sostituti sono Martina Focardi, Claudio Carpini, Graziella Franchi.

I tre membri designati dell’Azienda Sanitaria Usl Toscana Centro sono Raffaella Giannini, Simone Naldini, Claudio Sarti; i supplenti sono Paolo Zoppi, Andrea Bassetti, Lucia Santucci.

La Commissione mista conciliativa dura in carica tre anni e i membri non possono espletare più di due mandati consecutivi.

Public Defender’s Statement on Derogatory Expressions Used against Persons with Mental Health Conditions

Date of article: 12/11/2024

Daily News of: 14/11/2024

Country: Georgia

Author: Public Defender (Ombudsman) of Georgia

The Public Defender of Georgia echoes the recently increased cases of derogatory and stigmatizing phrases used towards persons with mental health issues, including by political officials.

Unfortunately, statements promoting stereotypes against people with mental health problems have increased in various formats, which violates the fundamental principles of protecting human dignity and incite discrimination.

Stereotyped attitudes and stigma towards people with mental health problems are still strong in the country. These persons are most often the target of unequal treatment, while the stereotypical attitude shown by public figures hinders all attempts to integrate them into society.

The Public Defender once again calls on politicians and public figures, whose direct duty is to reduce the existing stigma and promote the protection of the rights of people with mental health problems, not to allow people to be placed in unequal conditions on the grounds of mental health and to refrain from statements that reinforce stigma.