visory authority. This is intended to curtail an increasing number of court proceedings whose duration is overlong. All agencies of the Federation, the Laender and the municipalities are obligated to support the AOB in the fulfilment of its responsibilities, to give the AOB access to their files and to provide any necessary information upon request. The institutions being investigated cannot invoke official secrecy vis-à-vis the AOB. However, there is no authority to investigate matters that are being handled by the non-sovereign administration of private companies providing public services or by legal entities under public law. The numerous divestment and privatisation processes during the last two decades have actually diminished the AOB’s investigative authority. Since 1993, the AOB has repeatedly pointed out that consequently an appropriate expansion of its responsibilities is necessary, as the often expressed hope that the divestments of undertakings that are oriented toward the common good would result in improved customer orientation and a higher quality of service has been only partially fulfilled. Therefore, many concerns expressed by dissatisfied consumers reach the AOB every year. This is one of the reasons why there are complaints that do not result in a formal investigative proceeding. The AOB has therefore established collaborations with various complaint offices and boards. However, this is a service that does not change the fact that the AOB cannot recommend structural improvements as it can within its own remit. No mandate for private companies providing public services This is the last report on the AOB’s activities that can content itself with rendering account of the performance of the tasks described above. As set out in the Preface, the responsibilities of the AOB will be significantly expanded. Starting on 1 July 2012, the protection and promotion of human rights will fall within the AOB’s remit. New mandate from July 2012 Objective Due to its function as ex-post control body for the public administration the AOB is not only entirely independent but it is also very easily accessible for everyone; it can handle complaints that are not bound to a deadline and listen and respond to the worries and hardships of each individual. And there is no charge for its work. Therefore, AOB is open to everyone 13