The enquiries made concerning cases where Caixa Geral de Depósitos, S.A. is the addressed entity and the excellent cooperation provided by this entity, allowed to solve cases such as the issuance of essential Declaration for residence visa for a citizen of Brazilian nationality and the assumption of costs with the cancel of a mortgage in the framework of a housing credit. Transports Delays, cancellations of flights and the right of users to the respective indemnity continue to be the object of cases. It was necessary to insist with TAP Portugal (TAP) to refrain from the practice, already censored by the Ombudsman, of paying compensation for the delay or cancellation of flights, by issuing travel vouchers without informing the affected citizens about the alternatives at their disposal, namely the cash payment. In one case of impossibility of bicycle transport in a train set at the Douro railroad, the complainant was informed that the conduct of the CP – Comboios de Portugal, E.P.E. was legal, as justified by the characteristics of the rolling stock. Nevertheless, it was suggested to the carrier that all efforts were carried out to achieve, as soon as possible, the adaptation of essential rolling stock to the transport of bikes. Concerning several issues raised by users of public passenger transport in the metropolitan areas of Lisbon and Oporto, the Ombudsman has promoted, for some years, enquiries with the Government, the Instituto da Mobilidade e dos Transportes, I.P. (IMT) and, more recently, the Autoridade da Mobilidade e dos Transportes (AMT). These include incidents recorded with careers and compliance with schedules and, most of all, with the ticketing system, including tariff, zoning and the cards of support themselves. In response to enquiries made and the questions raised by this State body, the State Secretary for the Environment reported that a legal document relating to the availability of tickets is being prepared. He assumed the commitment to protect the rights and interests of consumers in the creation and availability of these tickets and of market regulation and tariffs, as well as to the level of validity and exchange of cards of support and return or refunds of tickets contained in these cards. The subject will continue to be accompanied by the Ombudsman. Trade A remark was made to the Energy Services Regulatory Authority about the procedure of claim recorded in the trader’s complaints book. The regulator’s response was considered satisfactory and enlightening, both in the present case, and in similar cases. 44 |