Ombudsman describes administration as hostile territory for citizens
Angel Luna, the Valencian ombudsman, underscored a troubling pattern where public administrations often fail to listen. In a report presented to the Valencia Courts, thousands of politicians and civil servants faced sharp critique for what was described as detached governance and opaque bureaucracy. The document cites 14,873 investigations and 4,071 complaints as evidence of a system that sometimes resists citizen needs, treating policies with indifference and creating barriers for residents.
The ombudsman noted a sense of confusion within the administration aimed at raising the performance ranking of misaligned agencies. The aim was to compel embarrassments that would leave a mark on institutions perceived as adversarial to citizens. The core issue is the lack of timely response to public demands, a failure to understand legitimate questions, and a perceived absence of empathy in dealings with the public.
Context and consequences after the pandemic
Angel Luna argued that post pandemic dynamics have strained the relationship between residents and the agencies charged with protecting their rights. The report points to mismanagement in hiring practices and contradictions around benefits, which have intensified problems that appear less severe in other years. A notable point is the Ministry of Equality and Policies’ refusal to release minutes from inspections at elderly care facilities and children’s centers, highlighting transparency gaps.
Additionally, there is insufficient health care, especially in mental health, prompting the ombudsman to broaden investigations to examine existing protocols and the coordination between education and health services.
There are remarkable results that complicate the post-pandemic public relationship
Third, the internal democratic process within municipalities has deteriorated, with a rise in complaints from councilors who lack access to public information. The ombudsman remarked on limited enforcement powers, noting that publishing complaints may be the only real incentive for public officials. In response, the ombudsman is preparing a ranking to characterize the level of cooperation or noncooperation between public institutions.
MEETING
There is no law protecting certain processes, according to the ombudsman. The previous appointment was described as not grounded in law, but rather a convenience tool used by some administrations to organize work more efficiently. The ombudsman sees clear benefits in healthcare while recognizing that some areas like registry services remain poorly coordinated. A reference is made to past incidents within the Social Security system where illicit activity occurred, undermining citizens’ rights and exposing vulnerable groups to flawed, resource-strapped procedures.
HEALTH
Primary care and waiting lists are a recurring concern. In 2022, 5 percent of complaints related to health concerns, with 56 of 147 cases tied to special care. The ombudsman emphasizes that the pandemic’s repercussions linger and that delays in primary care and specialty services add pressure to hospital waiting lists. He calls for a transparency study to dispel doubt and ensure a clear, accurate explanation for citizens.
There is little capacity to enforce beyond publishing complaints
SANITY
The Valencia defender describes a particularly challenging period, noting eleven complaints in one section while a separate dossier initiated in the Marina Alta region prompted broader analysis. This inquiry highlighted systemic vulnerabilities that require sustained effort. The report also points to vulnerable groups, including individuals with limited means who struggle to access aid and resources.
LIVING SPACE
Positive developments include progress in Housing Registry regulations and a nearby complaint resolved through due process. Three recommendations were outlined to ease access: removing unnecessary electronic hurdles, providing a clear administrative response, and offering an alternate assistance mechanism. All recommendations await verification.
Primary care and hospital waiting times
SOCIAL SERVICES
The area accounts for the largest share of complaints at 35.49 percent. Access to social support, Valencia inclusion efforts, and disability-related procedures dominate the statistics. The ombudsman details ongoing issues in management models, procedures, and tooling limitations. A case is cited where an individual was denied inclusion income after months of waiting, an outcome the ombudsman views as discouraging employment opportunities for vulnerable residents. There is also a lack of accessible information on file locations, contributing to bureaucratic confusion.
Delay complaints have led to a formal criminal case in some instances, reflecting continued negligence in handling essential services. The document notes that leadership changes within the Ministry do not automatically transform institutional relationships and expresses concern over how responses are shaped and communicated. Inspections of centers for the elderly and juveniles are described as increasing, yet access to information remains a public obligation rather than a private prerogative.
Leadership changes and the work environment
WORK
Public access issues account for nearly 10 percent of complaints, underscoring ongoing questions about open information during election processes and examinations for public employment. The ombudsman highlights that information on exams and grading remains unclear to many candidates and that this transparency gap persists at a higher rate than in prior years.
transparency
Close to ten percent of complaints involve access to information within the institutions themselves. The ombudsman explains that despite new laws intended to improve transparency, requests from various councilors continue to trigger friction. Some mayors appear to treat information as their own, challenging the system’s ability to provide timely access. The ombudsman cites the most recent Transparency Act and stresses the need for politicians to align data practices with protection requirements.
PROVINCE OF ALICANTE
Statistics show Alicante remains the region with the highest complaint rate per capita, followed by Valencia and Castellón. In 2022, Alicante saw 1,747 complaints, Valencia 1,859, and Castellón 343. Overall, 71.43 percent of complaints were accepted, 24.42 percent rejected, and 4.15 percent transferred to other defenders. Citizens increasingly prefer online channels, with 92 percent submitting in Spanish. Other notable areas include public services and the environment, and city planning.
Among the outcomes, 40 percent of closed complaints resulted in resolution, 19 percent in a resolution commitment, 16 percent in no evaluation, 12 percent in no response, and 11 percent in other reasons.