Ombudsman Ángel Luna recently challenged the Ministry for Equality and Inclusive Policies over its handling of public appointments. He criticized the ministry for the way it has managed a system meant to provide direct, in-person assistance to individuals who struggle to use digital tools. In recent months, Luna has pressed the issue, noting that the previous appointment process lacked a solid legal basis and did not consistently support those needing personal attention.
The source of this renewed critique traces to a March 22 report that highlighted difficulties in processing procedures when no appointment was available. After the complaint began its review, the Ombudsman asked Equality to provide a detailed report on the facts behind the appointment process and the legal justification for allowing or denying scheduled visits. The ministry was also asked to explain measures taken to ensure offices stay accessible and that visitors are assisted when they arrive at administrative sites.
A subsequent report, requested on April 24, confirmed that there are no formal grounds for requiring advance appointments to receive service at offices. The ministry also claimed that the pre-pandemic appointment experience demonstrated strong office organization and high-quality customer service. Based on these findings, Luna referenced Articles 8 and 9.2 of the Valencia Community Statute of Autonomy and suggested that the right to good governance has not been fully upheld.
European Union
The Ombudsman cited Article 41 of the European Union Charter of Fundamental Rights, which guarantees that everyone should be treated impartially and within a reasonable time by EU institutions, bodies, and agencies. The complaint notes that optional appointment scheduling could help citizens access records, while the absence of an appointment would allow service between 09:00 and 11:00 in the morning.
The institution argues that face-to-face meetings should be available during all office hours without restriction, ensuring accessibility for all citizens. Luna contends that limiting non-appointment services to a few hours reflects time management decisions rather than a proper exercise of public administration powers. In his view, governance should balance efficiency with clear boundaries and accountability.
Luna emphasizes that the authority to organize services must be guided by common sense and legality. It is not a free rein for arbitrary actions, and organizing resources should comply with principles of effectiveness and public interest.
Proximity
The regional ombudsman also references Law 40/2015 on the Legal Regime of the Public Sector, which requires administrations to act with proximity to citizens and provide effective service. He also cites a February ruling from the Asturias High Court, which states that individuals seeking access to a public registry should not see their rights restricted or frustrated by alternative processes.
Consequently, Luna proposes that in cases like those behind the complaint, service and registry offices should serve the public according to the hours that best fit people’s needs, without rigid scheduling that limits in-person interactions. Clear guidance should ensure face-to-face engagement remains within the normal operating parameters.
The Digital Divide and Public Access
The digital divide continues to widen the gap between administration and citizens. Luna has long warned about this issue. Earlier this year, an ex officio complaint from the Generalitat examined efforts to reduce the digital gap, especially for vulnerable groups with limited access to information technology and online communication tools. The regional ombudsman notes that accessibility to electronic services must guarantee equality and non-discrimination in access. He argues that the administration should help citizens by improving internet connectivity, providing affordable devices where possible, and offering training to build digital skills, all aimed at narrowing the divide.