The Ombudsman emphasises that digital applications, such as the Police's online application for informing victims, must be designed in such a way that they serve their purpose effectively and provide users with clear, accurate, and timely information. In the event that these applications do not meet these criteria, it is crucial that they are adapted and improved accordingly for the benefit of their users.

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In his appeal to the Ombudsman, a complainant explained that after submitting the online form on the Police's website, he did not receive any response regarding the status of his online reports of criminal offences. In the matter, the Ombudsman turned to the Ministry of the Interior (MNZ) for concrete explanations as well as about the general functioning of the mentioned applications.

Based on the response received, the Ombudsman informed the complainant of the Ministry's explanations in his case. Considering certain circumstances regarding the operation of the online application, which is intended to inform the victims of crimes, the Ombudsman additionally emphasised the need for clear and comprehensible notifications in such applications and recommended that the Ministry consider some improvements.

According to the Ombudsman, it is important that this type of application provides accurate and timely information within the framework of automatically generated responses, which does not unnecessarily cause additional problems or ambiguity for the victim. The Ombudsman considered that such ambiguities can arise in the case of the current creation of automatic messages that are sent by e-mail to an individual who fills out the online form. According to the Ombudsman, such notices should be drafted with an emphasis on their clarity, or they should be written in a way that does not arouse additional doubt in the injured party or victim who receives them.

Since distress can also arise in the case of incomplete information or automatic messages that are unclear to the individual, the Ombudsman further considered that it would be advisable if, in addition to clear messages, users also received information (either in the message or by publication on the website next to the form where a request is entered), whom they can contact if they need clarification or additional help with any ambiguities regarding the submitted online request. In the Ombudsman's opinion, this could additionally ensure the fast and efficient availability of the necessary support during the procedure in an appropriate manner.

The Ombudsman also suggested that an analysis of the user experience of the application should be performed, which, according to the MNZ has not yet been carried out. In the Ombudsman's opinion, the results of such an analysis could additionally contribute to the improvement of the application from other possible aspects, which the Ombudsman did not specifically highlight during the hearing.

In its response, the MNZ emphasised the great importance of informing injured parties about the progress of police investigations and at the same time welcomed the Ombudsman's initiative, which could contribute to improving the process of informing injured parties. Despite the expressed willingness to examine the Ombudsman's proposals, the MNZ subsequently did not respond to the aforementioned recommendations of the Ombudsman (although it was explicitly requested to do so) with concrete promises or plans that would indicate that the proposed improvements or other improvements might be implemented in the near future. 16.1-11/2022