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THE OMBUDSMAN INSTITUTION OF THE REPUBLIC OF TÜRKİYE

The compliance rate of the administrations with our recommendations was 20% in
2013, whereas it increased to 65% in 2017, 70% in 2018 and 75% in 2019.

Another reflection of the increase in the number of eligible applications filed to our
Institution is the increase in the number of admissible applications. 4.870 of the
21.170 applications, which we concluded in 2019, were considered “admissible”.
This rate corresponds to 23%. This rate is averagely around 10% in the European
Ombudsman Institutions.

In 2019, we conducted approximately 107.899 face-to-face meetings and phone
calls with the citizens who had problems, and provided them with legal assistance,
guided them and tried to find solutions to their problems.
As a result of the 21.170 decisions we issued and legal assistance provided to 107.899
people and guiding activities, we have contributed to the strengthening of a
transparent and accountable administration. In addition to these, we have made
important contributions to the reduction of the judiciary’s workload by preventing
tens of thousands of lawsuits against the administration with our decisions concerning
a large segment of the society. As the Ombudsman Institution, we have become an
instrument of direct democracy by ensuring the active participation of citizens in the
state administration.

In 2019, in order to enhance our capacity to examine complaints more effectively,
we recruited 15 assistant experts. In addition to this, we have increased the number
of temporary experts and judges. We organised many training activities in order to
improve the competence of our staff in analysing complaints and resolving the disputes.
We put the Complaint Handling Mechanism (SYS) into practice, which we have created
with our institutional means. With this system, we aim to handle complaints more
easily through an electronic platform and carry out performance monitoring of our
personnel, who review complaints, more effectively. In addition, with the introduction
of this system, we have completely removed the use of paper in complaint files.

Everyone has contributed to the success in the work of the Institution. I would like to
thank everyone who has contributed, including the security guards, workers, drivers,
civil servants, assistant experts, experts, Heads of Units, and the Secretary General. And
of course, I would like to thank our Ombudsmen for their hard work and great efforts.
Best regards,

Şeref MALKOÇ
Chief Ombudsman

2019 ANNUAL REPORT 11