Africa-Press – Angola. The Ombudsman, Florbela Rocha Araújo, highlighted, Tuesday (8), the importance of managing complaints in the protection of citizens’ rights and the exercise of the Ombudsman’s activity.
Florbela Araújo was speaking at a meeting, held by videoconference, which served to analyze the process and methodology necessary for the formulation of complaints from citizens, when they see their rights violated or called into question.
At the meeting, organized by the Association of African Ombudsmen and Mediators (AOMA) and the Center for Training and Research of African Ombudsmen, the jurist began by highlighting her experience in processing complaints addressed to the Ombudsman, from the moment of entry from the document to the procedural instruction, recommendations or filing.
Florbela Araújo stated that the management of complaints is an extremely important element for the functioning of the Ombudsman institution in the defense of citizens’ rights. She added that this type of management is a system of effective rationalization of citizens’ complaints, involving means and equipment.
“The complaints management mechanism aims to repair rights violated by public sector entities against citizens”, said the jurist, who considered all communication about the violation of citizens’ rights, freedoms and fundamental guarantees presented to the ombudsman to be a complaint. of Justice.
He recalled that the scope of action of the Ombudsman in Angola falls to the services of the Central and Local Administration of the State, public institutes and companies, Defense and Security bodies, independent administrative entities, as well as private entities that exercise public powers or provide services of general interest.
Florbela Araújo guaranteed that an early intervention by the Ombudsman, based on the observation of the principles of independence, celerity, informality and gratuitousness, along with his power of persuasion and recommendation, can significantly contribute to the improvement of public services. .
The opening act of the seminar was performed by the vice-rector of the University of Kwazulu Natal, Professor Brian McArthur, who considered the complaints management system as a tool capable of establishing trust between the Ombudsman institution in Africa, the citizens and the target entities.
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