The Ombudsman of Valencian Community presented the 2022 Annual Report in Valencia’s courts, noting ongoing tensions between citizens and the administrations tasked with safeguarding rights. The central issue remains clear: a government environment that feels hostile to the citizen. The institution highlighted that primary causes include unfulfilled requests, excessive procedural demands by public authorities, and a lack of clarity and empathy in administrative processes.
The report outlines the public’s reasons for approaching the Ombudsman and the responses observed. Ángel Luna oversees many complaints received by the office, with issues commonly arising from neglected file processing, delays, and the need for timely fixes from the outset. It is stressed that for vulnerable individuals, delays can be devastating, underscoring the call for sustained efforts from political leaders and civil servants to foster a culture of efficient public administration.
Maintaining mandatory pre-appointment violates citizenship rights
The report highlights ongoing difficulties linked to the practice of maintaining previous appointment requirements. Near the end of the year, some administrations still insist on this prerequisite, a practice repeatedly criticized in the cases received. In several instances, advance appointments can only be requested electronically, creating opportunities for bottlenecks and, unfortunately, misuses that harm those most in need. Continuing the prior appointment after pandemic restrictions undermines the rights established by the Public Administrations Common Administrative Procedures Law and the Public Sector Legal Regime, which emphasize proximity and efficiency. Administrative silence contributes to the erosion of public trust.
Similarly, the lack of responses to citizens about how administrations operate stands out as a major issue in the complaints analyzed. Many cases report that administrations remained silent in the face of requests related to essential areas such as dependence, education, employment, and housing, constituting violations of fundamental rights from the outset. Citizens visit the Ombudsman because they are unsure of what to expect. In most cases, non-response signals a violation of rights or dissatisfaction with a service. Even when a case is still being processed, silence leaves people confused and anxious, sometimes for months or years without updates.
This behavior is unacceptable. It undermines the rule of law and disrespects those who seek help from public institutions. The Ombudsman emphasizes that such disregard for citizenship discredits the administration. Decisions frequently reference the right to good governance, as outlined in the European Union Charter of Fundamental Rights and related national provisions. The majority of actions by the Valencian Ombudsman center on safeguarding this fundamental right.
Acting on the principle of a single legal personality
The report also warns against a recurring tendency to shift responsibility within administrative units. It is common for the Ombudsman to receive complaints that point to another department when an explanation is required. A notable case involved the processing of the 2020 Thermal Social Benefit, which generated a wave of complaints in 2022. The question remains: which department is responsible for assisting those affected?
This diffuse approach is observed in several town halls, especially larger ones. When a mayor seeks accountability, responses often come from department officials directing to a different unit. The Ombudsman reminds authorities that the administration acts as a single legal entity, and expectations are addressed to the institution as a whole, not to any single department. The reminder is not always heeded.
Urgent reform of primary care and shorter waiting lists
The report highlights growing concerns about health services and the fundamental rights of residents in the Valencian Community. While not the area that attracts the most complaints, issues persist. A Patient Assistance and Information Service serves to filter concerns, resulting in a smaller set of unresolved cases.
The lasting impact of the pandemic is evident. Longstanding strains in the healthcare system have intensified, with primary care showing persistent delays that spill over into hospitals crowded with patients needing timely attention. The advocate calls for urgent reform of primary care, noting extended waits in both primary care and specialist services, and the resulting distress among those awaiting care.
Within this framework, attention to primary care reform is essential, as is addressing hospital waiting lists that continue to irritate patients and their families.