Natisni vsebino

3.1.1. Relations with complainants

Annual Report

3.1.1. Relations with complainants

Complainants are individuals or groups who apply to the ombudsman with their problems either via written complaints or directly in conversation with the ombudsman at the office or elsewhere. As a rule complaints (petitions for the ombudsman to initiate proceedings) are submitted in written form, though we also accept complaints by telephone. Complaints can also be submitted during a personal conversation with the ombudsman. These conversations, which are arranged in advance, are with the ombudsman himself or with his deputies and advisers. In 2001 the ombudsman held personal conversations at the office with approximately 100 complainants.

A free telephone number (080 15 30) is available on working days from 8 am to 4 pm for explanations, advice and information on submitted complaints. Inquiries are dealt with by a member of staff. Complaints can also be submitted by info@varuh-rs.si or made in person during conversations in regional centres or during conversations with convicted prisoners and detainees during inspections of prisons and detention centres.

Proceedings before the ombudsman are informal and free of charge. Complaints must state the facts and include all evidence important for the initiation of proceedings. They must also state which legal remedies have been used in the case in question.

We are aware that the most important thing for a complainant is that we arrive at a solution of his/her problem. In dealing with complaints this is our starting point in choosing the most suitable measure among those which we are authorised to use. Thus in cases where a procedure has lasted an excessive length of time without good reason, we intervene with the body concerned in order to speed up the case, especially if a reasonable or legal deadline for the decision has already been exceeded and provided this does not mean upsetting the order of precedence for dealing with cases. We can also propose to the body concerned that the problem be resolved by means of settlement, provided the complainant agrees. If it is not possible to rectify the irregularity we propose to the body that it apologise to the complainant for the irregularity that has occurred. At all phases of procedures of any type we may offer bodies recommendations for the solution of the problem, opinions from the point of view of the respecting of human rights and fundamental freedoms, proposals for the improvement of dealings with the parties involved and proposals for compensation. If we find that the problem that has arisen is purely the consequence of unsuitable regulations, we can propose that these regulations be changed. If such a regulation governs an important issue from the point of view of human rights and fundamental freedoms and our proposal for a change to the regulation is not taken into account, we can submit a proposal for a review of constitutionality and legality to the Constitutional Court. We can also submit a constitutional complaint to the Constitutional Court.

With the wish of being more accessible to people living in remote areas the ombudsman is also active outside Ljubljana. This has increased the opportunities for talking to the ombudsman or one of his deputies. This form of work means that we are able to cover the entire country (given the nature of the institution of ombudsman it is not possible to set up organisational units in other towns). Judging from the response of individuals who take advantage of the opportunity to talk to the ombudsman in person, people find this method of work very interesting. They are particularly satisfied that it means that they do not have to come to Ljubljana in order to talk about their problems – something which saves them time and money.

Working away from the office has several effects. The first is undoubtedly the fact that it gives individuals who live far from Ljubljana the opportunity of a personal conversation in which they can explain their problem in detail. The second effect is that some difficulties linked to the unsuitable work of state bodies or local bodies in the place being visited can be rectified through immediate intervention during the visit itself. These visits also have a preventive effect on the work of the state bodies and local bodies in the visited location. The problems which individuals bring to the ombudsman during field work of this type are similar to those we encounter in written complaints. We also find that there are no special differences between regions with regard to the issues involved. It can be noted, however, that in certain regions where state bodies deal promptly with matters we do not receive complaints relating to the excessive slowness of official procedures.

Figures show that during these visits two thirds of conversations with complainants relate to advice and assistance in solving a problem. With some conversations we find that the matter does not fall under the ombudsman's jurisdiction. Even in these cases we try to help the complainant with advice. Many of those who take advantage of the opportunity for a personal conversation are individuals who have already submitted a complaint to the ombudsman and wish to explain it in more detail or merely want information about its progress. Even more, however, are individuals who have not yet submitted a complaint. Many of these merely want advice. Approximately a third of conversations end with a new complaint to be dealt with by the ombudsman.

During our visits away from Ljubljana we also organise press conferences at which we present the themes of the problems we have dealt with. In 2001 we visited Maribor (twice), Celje, Novo Mesto, Murska Sobota and Koper. We received applications for conversations from 394 people, about half of whom were able to talk to the ombudsman in person.

A special form of work conducted away from the office consists of visits to prisons and other facilities housing people deprived of their liberty and other institutions where freedom of movement is restricted. The visits involve an inspection of premises and familiarisation with living conditions. During these visits we hold private conversations with people held in these premises and institutions.

Letno poročilo 2001 - Poglavje 3.1.1.

3.1.1. Odnosi s pobudniki

Pobudniki so posamezniki ali skupine, ki se s svojimi težavamiobračajo na varuha preko nanj naslovljene pisne pobude ali neposrednona pogovorih v uradu ali zunaj sedeža urada. Praviloma se pobuda zazačetek postopka pri varuhu vloži v pisni obliki, sprejmemo pa jo tudipo telefonu. Pobude lahko vložijo pobudniki tudi ob osebnem pogovoru.Pogovore po predhodni določitvi termina opravljajo varuh, namestniki insvetovalci. Varuh se je na sedežu urada v letu 2001 s približno 100pobudniki pogovarjal osebno.


Za pojasnila, nasvete in informacije o vloženih pobudah jemogoče ob delovnikih med 8. in 16. uro brezplačno poklicati v urad(telefonska številka 080 15 30) in se pogovoriti s sodelavcem, kiposreduje informacije. Pobudo je mogoče vložiti še po elektronski poštiinfo@varuh-rs.si, varuh pa jihsprejema tudi ob pogovorih v regionalnih središčih ali ob pogovorih zzaprtimi ali priprtimi osebami ob pregledih zaporov in priporov.


Postopek pri varuhu je neformalen in za stranke brezplačen.V pobudi je treba navesti dejstva in predložiti dokaze, ki so pomembniza uvedbo postopka, ter navesti, katera pravna sredstva so bilauporabljena v konkretni zadevi.


Zavedamo se, da je za pobudnika najpomembnejše, da dosežemorešitev njegovega problema. To je pri obravnavi pobud naše izhodiščepri odločanju za uporabo najustreznejšega ukrepa izmed tistih, zakatere smo pooblaščeni. Tako lahko v primerih, ko je postopek brezutemeljenih razlogov predolgotrajen, posredujemo pri organu zapospešitev zadeve, zlasti če je razumen ali zakonski rok za odločitevže prekoračen in če to ne pomeni kršitve vrstnega reda obravnavanjazadev. Organu lahko tudi predlagamo rešitev problema na poravnalninačin, če se s tem strinja tudi pobudnik. Če nepravilnosti ni večmogoče odpraviti, organu predlagamo, naj se pobudniku za storjenonepravilnost opraviči. V vseh fazah kateregakoli postopka lahko dajemoorganom priporočila za rešitev problema, mnenja z vidika spoštovanjačlovekovih pravic in temeljnih svoboščin, predloge za izboljšanjeposlovanja s strankami in predloge za povrnitev škode. Če ugotovimo, daje nastali problem izključno posledica neustreznih predpisov, lahkopredlagamo spremembo takih predpisov. Če tak predpis ureja pomembnovprašanje z vidika varstva človekovih pravic in temeljnih svoboščin innaš predlog za spremembo predpisa ni upoštevan, lahko vložimo naUstavno sodišče predlog za presojo ustavnosti in zakonitosti. NaUstavno sodišče lahko vložimo tudi ustavno pritožbo.


V želji, da bi bili bolj dostopni ljudem, ki bivajo v oddaljenihkrajih, varuh posluje tudi zunaj sedeža. S tem smo povečali možnosti zapogovor z varuhom ali njegovimi namestniki. Ta oblika dela omogoča, dadelujemo za celotno območje države, ker glede na naravo inštitucijevaruha ni mogoče vzpostavljanje organizacijskih enot v drugih mestih.Po odzivu posameznikov, ki se udeležujejo pogovorov, je tak način delaza ljudi zelo zanimiv. Posebej so zadovoljni, ker jim ni treba napogovor o svojih težavah v Ljubljano, kar jim prihrani čas in stroške.


Poslovanje zunaj sedeža ima več učinkov. Prvi je nedvomno vdejstvu, da se posameznikom, ki bivajo daleč od Ljubljane, splohomogoči osebni pogovor, v katerem lahko podrobneje razložijo svojproblem. Drugi je v tem, da se lahko nekatere težave, ki so vezane naneustrezno delo državnih in lokalnih organov v obiskanem kraju,odpravijo s takojšnjim posredovanjem že med samim obiskom. Obisk pa imatudi preventivni vpliv na delo državnih in lokalnih organov v obiskanemkraju. Problematika, s katero se posamezniki obračajo na varuha obtakem poslovanju, je podobna tisti, s katero se srečujemo v pisnihpobudah. Ugotavljamo, da tudi ni posebnih razlik med regijami gledevsebine problematike. Zaznati je samo, da v nekaterih regijah, kjerdržavni organi sproti obravnavajo zadeve, ne prejemamo pobud zaradiprepočasne obravnave.


Podatki kažejo, da se na teh obiskih dve tretjini pogovorov spobudniki nanaša na svetovanje in pomoč, kako naj rešijo problem. Prinekaterih pogovorih ugotovimo, da zadeva ne spada v pristojnost varuha.Tudi v takih primerih skušamo z nasvetom pomagati pobudniku. Napogovore prihajajo številni posamezniki, ki imajo že vloženo pobudo privaruhu in želijo podrobneje razložiti svojo pobudo na pogovoru ali jihzanima zgolj informacija o njeni obravnavi. Še več pa je takih, kipobude še niso vložili. Mnogi od njih želijo le nasvet. Približnotretjina pogovorov pa se konča z novo pobudo za obravnavo pri varuhu.


Ob poslovanju zunaj sedeža so organizirane tudi novinarskekonference, na katerih je predstavljena vsebina problemov, ki smo jihobravnavali. V letu 2001 smo poslovali v Mariboru (dvakrat), v Celju,Novem mestu, Murski Soboti in Kopru. Na pogovore ob poslovanju zunaj sedeža se je prijavilo 394 ljudi, od teh se je z varuhom osebno pogovarjala približno polovica.


Kot posebno obliko poslovanja zunaj sedeža posebej omenjamo tudiobiske zaporov in drugih prostorov, v katerih so osebe, ki jim jeodvzeta prostost, ter drugih zavodov z omejeno svobodo gibanja. Obiskiso namenjeni ogledu prostorov in seznanjanju z bivalnimi razmerami. Obteh obiskih opravimo pogovore z osebami v takih prostorih in zavodihbrez navzočnosti drugih oseb.

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