In 2025, the Ararteko introduced a change to improve the way it organises its public services, through a three-tier model of public service delivery (initial assistance; citizen guidance; and specialist advice/processing). This model ensures personalised and accessible support for members of the public who visit the Ararteko and its citizen advise bureaus. 

This more efficient management of public service and guidance has led to a reduction in the number of cases requiring processing at the advisory level (level 3), with corresponding benefits for both the public and public administrations.
•    Thus, in 2025, based on this methodology, a total of 16,637 cases were recorded. The detailed figures are as follows: 13,008 cases at the first two levels: initial assistance (8,643) and citizen guidance (4,365).
•    3,617 specialist advisory cases relating to complaints and enquiries (level 3), which are matters requiring verification with the administration and a more in-depth legal examination.
•    12 actions taken on the Ombudsman’s own initiative (ex officio cases, visits and monitoring of compliance with recommendations).

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