Protector of Citizens, in the Sector the act on the rejection of the complaint was executed and sent to the complainant. In the part of the activities of the Sector which refer to actions upon issued complaints during the reporting period in total 1,171 complaints were received. In the same period, the work was completed on totally 886 cases received in 2019. The greatest number of received complaints is rejected by the Sector due to unfulfilled legally prescribed conditions with regards to anonymity of the complainant, untimeliness or prematurity of the complaint. The work with citizens in the immediate contact enables employees of the Sector to notice the most frequent violations of rights and illegalities in actions of public authorities. What is noticed is the trend that there is an increasing number of citizens contacting the Protector of Citizens indicating to the same problems. For instance, in the reporting period citizens as beneficiaries of the services of PUC “Infostan” in Belgrade, by their contacts indicated to the initiation of enforcement procedures on the basis of valid document after unpaid two due bills for utility services. Moreover, the number of contacts of citizens who have difficulties in the exercise of their right to free-of-charge legal assistance after the Law on Free-of-Charge Legal Assistance also increased. In contacting the Protector of Citizens, they indicated to the lack of information in which manner and whom they may contact for assistance in the execution of lawsuits, complaints and other filings to court or other public authority. As well as in the previous reporting period, the exercise of citizen rights in the Republic of Serbia was marked by inconvenient economic situation and expressed inability of an individual to protect their property and have access to justice as one of fundamental human rights. The stated is supported by the fact that during 2019 the Protector of Citizens was contacted by the majority of citizens asking for protection of their social and economic rights. A significant number of citizens still indicate to the violations of consumer rights and illegal actions of companies, operators of services of mobile phone company and cable television as well as public utility companies whose operation is not within the competence of the Protector of Citizens to oversee. As a separate problem, there is the consideration of complaints of consumers – buyers of electric power whose complaints are not provided with impartiality and independence since the complaints of buyers are reviewed by the seller of electric power, not the body independent from one or the other contracting party. Furthermore, out of total number of contacts, the greatest percentage refers to the failure to observe rights to trial within a reasonable deadline, where citizens frequently indicate to the circumstance that court proceedings last for several years and that despite the use of available regular and extraordinary legal remedies, judiciary authorities are not more efficient in their operation. Citizens expressed dissatisfaction with the operation of public enforcement officers and Chamber of public enforcement officers as well as by the operation of public notaries and Public Notary Chamber of Serbia. In everyday communication with citizens it is noticeable that, despite expectations and apparent progress in the exercise of rights of individual vulnerable groups the satisfactory level of protection of rights is still not accomplished. What is especially visible is the bad position of refugees and displaced persons with regards to the status and solving of housing issue, elderly persons and persons with disabilities with regards to the exercise of right to care and assistance of another person and other rights in the field of social protection and pensiondisability insurance. During the reporting period the Reception office was contacted by a certain number of citizens who, due to insolvency of the company where they were in labor - 114 -