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Ombudsman - Municipal Mediator
Municipality of Koprivshtitsa
Background
The Ombudsman, or the so called Municipal Mediator acts as an institution independent from the local and the central executive authority. The Ombudsman protects the rights and the legal interests of the citizens from illegal acts executed by the public administration. She/he also receives and processes complaints which represent violations of administrative procedures and legal orders such as non-observance of the terms and conditions for providing administrative services and papers, enacted by the law, as well as the display of an attitude offending the citizens or providing wrong or insufficient information to the citizens.
In 1995 the Center for Social Practices participates in a project focused on the establishment of the Ombudsman institution in Bulgaria, supported by the Phare Democracy Program. Four municipalities take part in the implementation of the project - Mladost district - Sofia Municipality, Municipality of Separeva Bania, Municipality of Sevlievo and Municipality of Koprivshtitsa. The project starts in 1998.
The Ombudsman, or the so called Municipal Mediator acts as an institution independent from the local and the central executive authority. The Ombudsman protects the rights and the legal interests of the citizens from illegal acts executed by the public administration. She/he also receives and processes complaints which represent violations of administrative procedures and legal orders such as non-observance of the terms and conditions for providing administrative services and papers, enacted by the law, as well as the display of an attitude offending the citizens or providing wrong or insufficient information to the citizens.
In 1995 the Center for Social Practices participates in a project focused on the establishment of the Ombudsman institution in Bulgaria, supported by the Phare Democracy Program. Four municipalities take part in the implementation of the project - Mladost district - Sofia Municipality, Municipality of Separeva Bania, Municipality of Sevlievo and Municipality of Koprivshtitsa. The project starts in 1998.
Practice
The Ombudsmen from the four municipalities participate in training courses organized in the United Kingdom. The municipal mediator of the municipality of Koprivshtitsa starts work in the beginning of 1999. This is announced through the media by organizing monthly broadcasts on the local radio and by publishing a short announcement in the local Kambana newspaper. Through these messages the citizens are informed about the exact functions of the Ombudsman institution and learn on what problems they can receive help from it. The effect from the media campaign shows fast - until May 1999 the Ombudsman from the Municipality of Koprivshtitsa receives and processes eight complaints from the citizens:
- Complaint #1 of 01.02.1999 is connected with the problem of transferring the telephone from one subscriber to another after the death of the spouse. The 5 month term in which the citizens are able to conduct the procedure is not very well announced by the Bulgarian Telecommunication Company. As a result, after the talks conducted between the Ombudsman and the representatives from the regional telecommunication center - Koprivshtitsa and the marketing department in the town of Zlatitsa, an agreement is reached that the person who entered the complaint should pay for the service at the reduced fee. The municipal administration agrees to provide the Communication Center monthly information about the names of the deceased people from the region. The employees of the Center inform the legatees for the requirements and terms of transferring telephone subscriptions.
Complaint #2 of 02.02.1999 calls attention upon the incapacitated radio-transmission sets in the region. After talks with the technician responsible for that, the radios are repaired and put into operation.
- Complaint #7 is an inquiry on why the municipality no longer provides burial services. The Ombudsman directs this question to the Mayor and expects an answer.
- Complaint #8 of 11.05.1999 is against the delayed repair of the street coverage after its excavation. Later it turns out that in the cases when the Electricity Services or the Water-Supply and Sewerage Services begin excavation or repair works, they transfer the money needed for the reconstruction of the sites to the municipal bank account at the end of the fiscal year. Until collecting the money from the bank, the municipality has to put aside finances from other available funds.
Some of the complaints are found groundless and others - out of the competence of the Ombudsman.
The Ombudsmen from the four municipalities participate in training courses organized in the United Kingdom. The municipal mediator of the municipality of Koprivshtitsa starts work in the beginning of 1999. This is announced through the media by organizing monthly broadcasts on the local radio and by publishing a short announcement in the local Kambana newspaper. Through these messages the citizens are informed about the exact functions of the Ombudsman institution and learn on what problems they can receive help from it. The effect from the media campaign shows fast - until May 1999 the Ombudsman from the Municipality of Koprivshtitsa receives and processes eight complaints from the citizens:
- Complaint #1 of 01.02.1999 is connected with the problem of transferring the telephone from one subscriber to another after the death of the spouse. The 5 month term in which the citizens are able to conduct the procedure is not very well announced by the Bulgarian Telecommunication Company. As a result, after the talks conducted between the Ombudsman and the representatives from the regional telecommunication center - Koprivshtitsa and the marketing department in the town of Zlatitsa, an agreement is reached that the person who entered the complaint should pay for the service at the reduced fee. The municipal administration agrees to provide the Communication Center monthly information about the names of the deceased people from the region. The employees of the Center inform the legatees for the requirements and terms of transferring telephone subscriptions.
Complaint #2 of 02.02.1999 calls attention upon the incapacitated radio-transmission sets in the region. After talks with the technician responsible for that, the radios are repaired and put into operation.
- Complaint #7 is an inquiry on why the municipality no longer provides burial services. The Ombudsman directs this question to the Mayor and expects an answer.
- Complaint #8 of 11.05.1999 is against the delayed repair of the street coverage after its excavation. Later it turns out that in the cases when the Electricity Services or the Water-Supply and Sewerage Services begin excavation or repair works, they transfer the money needed for the reconstruction of the sites to the municipal bank account at the end of the fiscal year. Until collecting the money from the bank, the municipality has to put aside finances from other available funds.
Some of the complaints are found groundless and others - out of the competence of the Ombudsman.
Results
The citizens begin to look for the assistance of the municipal mediator. So far 8 complaints have been entered and processed. A trust telephone line will be opened very soon.
In her interaction with the municipal administration the Ombudsan does not face any problems fulfilling her duties. The municipal clerks also assist in the process of solving and answering citizens` complaints.
The citizens begin to look for the assistance of the municipal mediator. So far 8 complaints have been entered and processed. A trust telephone line will be opened very soon.
In her interaction with the municipal administration the Ombudsan does not face any problems fulfilling her duties. The municipal clerks also assist in the process of solving and answering citizens` complaints.
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