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THE OMBUDSMAN INSTITUTION OF THE REPUBLIC OF TÜRKİYE

settlement and even with the referral decision which are proposing amicable settlement,
a constant effort has been made to resolve the citizens’ aggrievement and successful
results have been achieved.

In the applications made by the citizen without exhausting the application to the
administration, an amicable settlement was encouraged by giving a “referral decision” to
the administration and thus in many cases the applicant’s problem was solved without
the need for a new complaint later on. Instead of not examining the applications that do
not fall within the remit of our institution, the Institution adopts a constructive attitude
and refers the applicants to the authorities that can solve their problems according to
the nature of the application and takes the necessary initiatives when necessary. Even in
some cases, as it does not fall within the remit of the institution in accordance with the
legal legislation where it gives “Inadmissibility” decision, in case of requirement, it is
determined whether there is a legislative gap on the subject or not, if any, the issue has
been submitted to the relevant administrations for evaluation. In addition, by guiding
the complainant about which authorities s/he can apply to, contribution was made to
the resolution of the dispute subject to the complaint.

Within the scope of our mandate, in the areas where the administration does not serve as
a monopoly, no distinction was made in order not to interfere with the market between
state-owned enterprises such as Ziraat Bank, Halkbank, Vakıflar Bank, TÜRKSAT
and private capital banks and private sector organizations. However, the applications
were forwarded to the relevant institutions and the applicants were informed about the
institutions to which they could apply.

Since it is not included in the definition of administration, which are not within
the remit of our institution, with regard to the private sector organizations such as
insurance, cargo, GSM and internet service companies, our institution has shown
citizens the ways to seek remedies for their applications about their problems with the
above mentioned private sector organizations. If deemed necessary, the applications
have been forwarded to the institutions subject to the complaint in order to make the
necessary assessment within the framework of the customer satisfaction and thus it is
ensured that the problem of the citizen is solved.

Regarding every application made to the Ombudsman Institution, with our decisions
that solve the problems of our citizens and enable the administration make decisions
to the other citizens in later operations within the framework of good administration
principles, the Institution has contributed to the human rights and right to legal
remedies, which resulted in more applications filed to our Institution with each passing
day.

22 2020 ANNUAL REPORT