Cases closed In 2016, 947 cases were closed – a significant increase of 31,8% over the previous year (+229 complaints procedures filed) – on the following grounds: — 23, summarily dismissed and the complainants received detailed legal information in respect to their files (2,4%); — 369 were favourably solved (40%); — 3, were closed with a recommendation of the Ombudsman (0,3%); — 88, were closed after the complainant was instructed to use appropriate means of resolution (9,2%); — 24, as it was concluded that the Ombudsman had no jurisdiction to deal with the request (2,5%); — 353, due to lack of substance (37,2%); — 90, due to complainants’ withdrawal (9,5%). Good practices and final assessment The most targeted entities in the complaints submitted to the Ombudsman were the local authorities, which also showed greater difficulty in responding to the Ombudsman’s requests in a timely manner. On the contrary, the police forces, particularly the Public Security Police (PSP) and the Republican National Guard (GNR), were very cooperative. Also the EMEL collaboration was very good. Regarding utilities, it is fair to mention the good collaboration provided by EDP-Energias de Portugal and MEO-Serviços de Comunicações e Multimédia. 1.2.2 Taxpayers’, consumers’ and economic operators’ rights Complaints related to tax, economic and financial matters have constantly increased over the past few years. This is due namely to legislative changes, the increase of financial and tax charges borne by most of the households and the cash-flow difficulties of micro and small companies. In 2016 the total number of cases opened (1531) remained around 2015 numbers, with only less 39 cases. 1493 cases were closed in 2016, which 74% of them (1112) were opened in such year. This means that almost ¾ of the closed cases total reached a final decision less than a year after their opening. In 2016, the grounds for closing the cases were as follows: 36 |