6. SECTOR FOR THE RECEPTION OF CITIZENS At the beginning of the reporting period the Protector of Citizens implemented the changes of the internal organization and as a separate organizational unit pursuant to the Rulebook on Internal organization and Job Systematization at the Secretariat of the Protector of Citizens 225 the Sector for the Reception of Citizens (hereinafter: the Sector) was established. The obligation of the Sector consists in employees, apart from the continual work on the immediate communication with citizens, performing also the triage of received complaints as well as the work on the rejection of those complaints which failed to fulfill necessary formal-legal conditions for action of the Protector of Citizens. The Sector consists of ten employees, of whom two employees in Bujanovac, Preševo and Medveđa receive citizens in accordance with weekly schedule for each of the three stated local self-government units. Activities of the reception and provision of professional assistance to citizens The Sector performs the activities of the reception of citizens for discussion and provision of professional assistance to citizens in execution and submission of complaints to the Protector of Citizens. Citizens are received in the reception office at the seat of the body as well as at local offices established at the territory of Bujanovac, Preševo and Medveđa. The professional assistance is provided to all parties who, due to lack of information or physical disability, need professional assistance in the execution of the complaint. Furthermore, citizens are referred to legally prescribed procedures, competent public authorities and the use of available legal remedies if it is about the subject of the complaint which is not in the competence of the Protector of Citizens or if formal conditions for actions of this body are not fulfilled. The contact is also realized by calls to the number of the Protector of Citizens every working days from 09h to 16h as well as calling the mobile phone on duty during and after the end of working hours, on working days until 22h and on weekends and holidays from 09h to 20h. Moreover, upon the initiative of citizens of the City of Čačak the cooperation with the Public Library in Čačak where citizens may contact the employees at the institution of the Protector of Citizens and via video link is reestablished. In the reporting period the Protector of Citizens was contacted by 10,862 citizens in total, of whom 2,796 citizens were received for discussion and with 4,054 citizens the telephone or video contact was established. Moreover, the Sector for the reception of citizens, on the occasion of 470 contacts of citizens responded to their questions. Apart from the stated manners of communication, in the reporting period, citizens had the opportunity also to discuss with the protector of citizens in person at least once a month, at the scheduled hours upon previously submitted request for reception. Also, this opportunity was used also by complainants who were dissatisfied with the manner of the termination of the procedure upon their complaints with whom the protector of citizens discussed on several occasions in specially scheduled hours. Actions upon received complaints Out of the total number of complaints received by the Protector of Citizens via mail, electronic communications or personal delivery at the premises of the Reception office, 3,189 complaints after the review, allocation and classification were submitted for processing to other sectors. For 778 complaints which do not fulfill legally prescribed conditions for actions of the 225Act of the Protector of Citizens, no. 32833 dated 19th October, 2018. - 113 -