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National good practices

These practices were selected and compiled based on contributions by
members of the members of the Steering Committee for Human Rights
of the Council of Europe (CDDH). They also include information on good
practices identified in co-operation activities carried out by the Council of
Europe in various member States. The present compilation is by no
means exhaustive and remains subject to future updates which will reflect
further positive developments in member States.
The good national practices are sorted by a number of themes which
each correspond to a principle set out in the Appendix to
Recommendation CM/Rec(2019)6 published above.
The relevant principle is indicated below each thematic heading.

A. Establishment and fundamental characteristics of the
Ombudsman institution

The existence of directly and easily accessible Ombudsman
institutions

Principle 1

Ombudsman institutions often ensure that they are easily accessible to
citizens by allowing complaints to be made in writing or orally and without
any formal requirements. Ombudsman institutions provide their services
free of charge. Most Ombudsman institutions accept complaints online
and many use social media. Many Ombudsman institutions reach out to
vulnerable groups to ensure that individuals who might experience
difficulty in complaining can easily do so.

All entries on the website of the Armenian Human Rights Defender are
available in podcast format. The website of the Swedish Parliamentary
Ombudsmen uses a text-to-speech supporting tool to enable access to
persons with mild visual impairments, low literacy or learning disabilities.
Staff of the Irish Ombudsman, for example, regularly visit accommodation
centres for asylum seekers and refugees to collect complaints. In
Denmark, complaints may be made to the Ombudsman in writing or
orally. In Poland, the Human Rights Commissioner’s legislation provides
that complaints may be made free of charge and without formality. In the
Slovak Republic citizens have a right to complain to the Defender of

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