Overview It was equally important to me - in making every effort to implement the new areas of activity at the AOB - to also remain fully available for people approaching the AOB for advice and help, and to not focus only on issues to do with public administration. The significantly increased number of complaints during 2013 demonstrates that many citizens are struggling with the world (of public authorities), which is perceived as ever more complex. On the one hand, the information on offer grows each day. Complaints often an expression of personal plight On the other hand, more and more people experience this as a “jungle” rather than helpful. Often, a feeling of powerlessness and unequal treatment clouds the relationship to legal institutions in general. As a result, complaints often focus first on personal plight and only secondly on failures of administration. This is particularly apparent in complaints about legal guardians. In this context, it is perceived as intensely degrading that those affected, often including their relatives, are not involved in decisions regarding everyday life, or of larger financial transactions. As ombudswoman, I am supporting efforts for improvements for this increasingly large group of individuals. I will miss no opportunity to draw the attention of the general public, politics and society to this problem. I also come across such plight in the area of regional planning and housing as well as building law. This, in addition to municipal administration, is a main focus Unequal treatment results in a lack of trust of my activities based on our new Allocation of Responsibilities and Duties. Quite possibly, buildings across Austria were once constructed contrary to permits and home-buyers at times only learnt about this decades later through the intervention of the building authorities and were then confronted with the legal and financial consequences. Nevertheless, action by the building authorities to restore legal conditions now puts many in genuine distress due to a lack of financial means. This is further intensified by the feeling that they were treated unfairly whereas their neighbours apparently remain unchallenged by the authorities, which is particularly problematic where we identify that this is actually the case. I can only stress yet again that the principle “no claimant, no judge” results in a severe loss of trust in public administration and that this should in no way be seen as a friendly gesture on the part of the authorities. A large quantity of information and range of services is required especially during federal practice to make sure that citizens do not lose trust in the legal state. The AOB plans to offer help and information in full and as far as possible - wherever it can. 27