Facts and figures Key figures More and more people turn to AOB In 2011, 16,239 people contacted the AOB. This means that in comparison to the previous year, this was an increase of a total of 974 submissions. The number of those cases where persons feel that they have been poorly treated or inadequately informed by a public authority at the federal, Land or municipal level rose significantly. Compared to the previous year, this was an increase of more than ten percent to 12,331. Only the number of cases outside the AOB’s mandate fell. Key Figures 2011 2010 Complaints regarding administration 12,331 11,198 7,287 6,613 Investigative proceedings Federal administration 4,665 4,126 Regional/municipal administration 2,622 2,487 Handled without investigative proceedings 5,044 4,585 3,908 4,067 16,239 15,265 Complaints outside AOB mandate TOTAL number of handled complaints Increase in the number of investigative proceedings 16 In 59 percent of all complaints that referred to concrete actions or omissions by public authorities (7,287 cases), the AOB initiated detailed investigations. The number of initiated investigative proceedings thus rose compared to the previous year by ten percent (2010: 6,613). Another 5,044 complaints fell into the AOB’s area of responsibility; however, there were insufficient indications for a possible case of maladministration. Just over 3,900 complainants in 2011 turned to the AOB for advice and information outside of its mandate. However, attempts were made to provide clarification and help in these cases as well. The AOB provides information about whom one can contact in order to take advantage of further advisory and/or counselling services.