On 24 October 2023, Ombudsman Peter Svetina visited the call centre for flood victims, where he talked with the head of the call centre Andrej Šter about the challenges and problems with which callers most frequently turn to number 114. In early September, following the devastating floods in Slovenia, the Government of the Republic of Slovenia established the 114 call centre with the intention to provide citizens who had suffered the consequences of this natural disaster with all relevant and the most current information regarding the repair of consequences of this catastrophe in one place.
Ombudsman Svetina praised the operation of the 114 call centre, which informs and brings awareness to citizens in affected areas as well as offering help in solving concrete situations. “The call centre is an example of best practice of collaboration between employees of the state administration, where individuals receive all information in one place. Number 114 is also important for easing the distress of individuals who suffered damage and losses in the disaster, since counsellors also offer psychosocial help during telephone conversations,” said Ombudsman Svetina during his visit.
The head of the call centre Andrej Šter explained that in only one month of its operation, the 114 call centre answered numerous questions posed by approximately 1,700 callers. The majority of questions pertain to restoration after the floods, entitlement to extraordinary social benefits, damage repair in the natural environment, house repairs, allocation of non-profit flats, etc.
At the meeting, the Human Rights Ombudsman also suggested that it would be beneficial if counsellors, in cases of claimed violations of human rights or the principle of good governance, informed callers about the possibility of turning to the Human Rights Ombudsman which, within its competences, will intervene with the responsible bodies. “Those responsible in the country must understand that the 114 call centre is only one of the aspects of helping people and that it is crucial that the actual financial help gets to those affected as soon as possible and that procedures of compensating damage must not be too bureaucratic and unreasonably long. Housing repairs must run efficiently, safely, and transparently,” added Ombudsman Svetina.
