What Do What Do We Do And How Can We Help You

The main duty of the Institution is to advocate for individuals against the administration, as well as protecting and promoting human rights, and it is considered the “conscience” and “ lawyer” of the people in the system that is based on individuals and rights.

In addition to examining and investigating the complaints, the Institution aims at preventing violations of individuals’ rights and violations of justice, as well as preventing violations against individuals who are experiencing a similar situation.

We solve the problem of the citizens and provide legal guidance to them regarding the applications filed within the scope of information requests.

We assume a role in effectively introducing the ways of seeking legal remedies to citizens.

We act as a “bridge” between citizens and administration, inform citizens about the functioning of the Institution, explains them how to apply and in what situations they can apply.

We help prevent current problems and potential problems that may possibly arise in the future, with the recommendations that we make in general in terms of legislative amendments and principles of good administration.

We ensure rapid access to justice as an Institution that provides support to and reduces the burden of administrative jurisdictions.

We also respond to individuals’ information requests. In 2020, through our Information Office, which works like a call center, information requests of 184.758 persons in total were responded, which include:

• Phone calls (including outgoing and incoming calls),
• Information requests through e-mails,
• Applications for information filed within the framework of Law on Access to Information No. 4982,
• Face to face meetings with citizens who came to our Institution and our Istanbul Office in person

APPLICATION PROCEDURES

HOW TO APPLY

Natural and legal persons whose interests, rights or freedoms are violated may lodge a complaint to the Ombudsman Institution against all kinds of acts, actions, attitudes and behaviors of the administration.

The complaint is lodged with a petition written in Turkish. However, a petition in a different language in which the complainant can express himself/herself better, may be accepted provided that it is deemed to be fair and reasonable by the Ombudsman Institution

Complaint applications may be delivered in person by visiting the Ombudsman Institution as well as via mail, e-mail, e-government, fax or via e-application method through the website of the Institution. Complaints may also be sent to the office of the Ombudsman Institution in Istanbul.

Moreover, the complaints may be lodged in person or via mail through governorates in provinces and district governorates in districts. Governorates and district governorates send the complaints and their annexes if available in three working days at the latest to the Ombudsman Institution.

Complaints may be lodged by filling out the “Complaint Form for Natural Entities” or Complaint Form for Legal Entities. Provided that the required information and documents specified in the Ombudsman Law are included, a complaint may also be lodged without using the forms. In the event that a justified reason exists, complaints may also be lodged orally.

The complaint may also be lodged by a legal representative or an assignee.

No price is charged due to any reasons for lodging a complaint.

APPLICATION PERIOD

Application may be filed with the Institution within six months following the date of notification of the response to the application filed with the administration. The date of the application is deemed to be the date on which the petition is submitted to the Institution or provincial or district governor's offices or, in other cases, the date on which the application is received by the Institution.

Any application filed during the term of litigation suspends the ongoing term of litigation.

CONFIDENTIALITY OF THE COMPLAINT

Complaint shall be kept confidential at the request of the complainant. All kinds of measures for keeping the complaint confidential shall be taken by the Ombudsman Institution.

PRELIMINARY EXAMINATION

Complaints are subjected to a preliminary examination prior to the examination and investigation phase. In the preliminary examination, the complaint is examined in terms of whether

a) it falls within the scope of duty of the Ombudsman Institution,

b) it is lodged within proper term,

c) its reasons, content and parties are the same with the ones of another complaint which is being examined and investigated,

d) its reasons, content and parties are the same with the ones formerly finalized by the Ombudsman Institution,

e) it is about the disputes being handled or decided on by the judicial organs,

f) the administrative remedies are exhausted or not,

g) it is lodged within the framework of the first paragraph of Article 8 of the Bylaw on the Procedures and Principles regarding the Implementation of the Ombudsman Institution Law,

h) it includes a specific subject matter,

i) it contains the information required for lodging a complaint pursuant to the Ombudsman Law,

j) it contains an infringement of interest

EXAMINATION AND INVESTIGATION

The Institution shall finalize its examination and investigation within six months at the latest following the date of application. The Institution shall notify the outcome of its examination and investigation and, if any, its recommendations to the relevant authority and to the applicant. The Institution shall indicate to the applicant the remedies against the act, the application period and the authority to which the application should be filed.

If the relevant authority does not find the action to be performed in line with the recommendations of the Institution or the solution proposed by the Institution as feasible, it shall notify the reasons for it to the Institution in 30 days.

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