Performance record Citizen-friendly communication Complaints can be submitted informally The AOB considers itself a citizen-friendly service and control institution. It is thus particularly important that access to the AOB is as easy and informal as possible. Complaints can be submitted in person, by telephone or in written form. An online complaint form, which can be accessed on the AOB web site, facilitates particularly quick and uncomplicated contact. The information service can be reached under a cost-free service number. The following figures prove that the citizens avail themselves of and appreciate these offers to a considerable degree: • 21,439 persons contacted the AOB: 7,011 women (32.7%), 12,052 men (56.2%) and 2,376 groups of persons (11.1%), • of which 8,060 contacted the information service in personal or by telephone, • 36,037 documents comprised the total correspondence, • 16,537 letters and e-mails comprised the total correspondence with the authorities. The consultation days of the members of the AOB in the Laender are also very popular. For this reason, the offer was further expanded in the year under review. Within the framework of 275 consultation days (as opposed to 243 in the previous year), the citizens took the opportunity to discuss their problem with an ombudsman in person. Most of the consultation days took place in Vienna, in line with the demographic distribution. 18 Consultation days 2016 2015 Vienna 109 80 Lower Austria 36 35 Upper Austria 27 26 Styria 25 26 Burgenland 24 19 Salzburg 21 16 Carinthia 15 22 Vorarlberg 9 10 Tyrol 9 9 Total 275 243