ANNUAL REPORT ON THE RESULTS OF THE ACTIVITIES OF THE INSTITUTION OF THE HUMAN RIGHTS OMBUDSMAN OF BOSNIA AND HERZEGOVINA complainant filed a request to the municipality for issuance of their consent for water intake from the spring "Krč", and its neighbor was ordered by the decision of the cantonal water inspection to obtain from the municipality the necessary documents in order to be allowed to intake drinking water up to the quantity 2 l/s from the spring "Krč" and other three springs. Considering the fact that the Inspectorate of the Ministry of Agriculture, Water Management and Forestry of the Central Bosnia Canton, acted at the request of the complainant and carried out inspections and that the complainant acted according to the instructions received from the inspection, the case was closed with a remark that it had been resolved positively. Example: 202 The complainant addressed the Institution with a complaint against the work of the Department of Traffic and Roads of the Banja Luka Town, regarding the illegal charge of parking fee in Dragana Bubića Street in Banja Luka. Following the investigation, Ombudspersons issued a recommendation 203 to the Mayor of Banja Luka. The Mayor replied saying that the responsible inspector issued misdemeanor order to the subject to surveillance and that the inspection bodies will keep monitoring the legality of the work of all official bodies thus ending this case successfully. Example: 204 The Ombudsman processed a case and issued its recommendation to the Mayor of Travnik Municipality 205 after the completed investigation. The Mayor failed to reply to Ombudsman both within the deadline specified in the Ombudsman's recommendation nor after the urgency 206, therefore the Ombudsman informed about it the Municipal Council, which also did not reply. In its 2018 Annual Report under chapter related to property issues Ombudspersons mentioned that in the case of this complainant who is also a returnee it issued its recommendation to the Municipality of Travnik and Utility company asking them to take the measures as necessary to provide the unimpeded access to water to the complainant. After the respondent parties failed to resolve the issue and reply to Ombudsman, having exhausted all legal remedies available, in a last attempt to resolve this case Ombudspersons managed to schedule a meeting 207 with the Mayor of Travnik who promised to engage in repair of defects in water supply network and enable the complainant the access to potable water. As promised, after six years, the complainant finally had water connected. 6.4. Social protection In 2019 the Department registered 82 complaints and Ombudspersons issued four recommendations. Complaints are about lack of decision-making on requests for financial assistance, housing, carer's assistance etc. Unemployment of a large scale and low pensions cause a large number of vulnerable citizens to seek some type of social protection, which imposes an obligation on the state to put these rights in focus of its actions. Number of filed complaints reflect the real situation on the ground, which is Ž-BL-05-790/18 P-27/19 dated 04 February 2019 204 Ž-SA-05-1295/16; Ž-SA-05-616/17 205 P-169/17 of 20 July 2017 206 Urgency of 27 December 2017 207 Meeting held on 28 November 2019 202 203 55