which were the reason of their contacting the Protector of Citizens, out of which 12 visits were paid to the tenants of the Bristol hotel. In the field of child right, in 2019 complaints referred to activities of the centers for social work in deciding on the placement of children under guardianship and taking children from parents. Furthermore, upon own initiative, the procedures were initiated in cases of the publishing of the information on bullying in primary schools. What is encouraging is the fact that in these procedures the administrative authorities removed the shortcomings in their operation having learned that the Protector of Citizens initiated the oversight procedure. The case which is characteristic is the case of violence against minors by an employee at the Center for the protection of infants, children and youth at Zvečanska Street, in Belgrade. In this specific case, the Protector of Citizens confirmed that the Center for the protection of infants, children and youth immediately upon learning about this event took all prescribed measures and initiated the disciplinary procedure against the employee passing the decision on the temporary suspension until the completion of the disciplinary procedure. When it comes to the right to health protection, citizens complained about the inability to exercise the right to health protection during the serving of the sentence with electronic supervision at residential premises, provision of services of health protection to persons ensured only in case of the needed provision of emergent health protection and inefficiency in the operation of competent authorities in issuing of health cards to insurance beneficiaries. For instance, during the reporting period a complaint was received which indicated that the competent office of the affiliate for the City of Belgrade of the National Health Insurance Fund refused to certify the health card of the complainant pursuant to Article 16 of the Law on Health Insurance226 because the certification on regular schooling did not confirm that he was an ABD graduate. After the initiated oversight procedure of the operation of the competent affiliate of the RHIF, the Protector of Citizens was informed that in the meantime the emerged problem was removed, and that the complainant obtained health insurance. In the field of education, schooling and science, for 2019 there were two important procedures initiated by the Protector of Citizens upon his own initiative toward the Ministry of Education, Science and Technological Development on the basis of the information obtained from the media. One of them referred to the removal of the specialized philological class for the English language at Kruševac comprehensive high school due to the lack of interest of children for this profile. After the oversight procedure was initiated, the Ministry passed the decisions that students interested in enrollment to the philological class at Kruševac comprehensive high school pass the entrance exam in Kragujevac and Kraljevo so that enough students would pass the test in order to form the class. The second procedure against the same authority was initiated because the test was disclosed before its taking. The procedure was terminated by the opinion of the Protector of Citizens with recommendations to the authority with the aim of the removal of identified irregularities and establishment of better control of the process of exam organization and conduct.227 The Ministry acted upon the majority of recommendations. The complaints issued to the Protector of Citizens by the beneficiaries of the services and rights in the field of social protection indicate to untimely acting of employees in social protection. Therefore, citizens complained that they had not been able to exercise their right to financial social assistance or right to family disability checks, that they had failed to obtain necessary documentation or the delay in passing the decision for granting of one-time financial assistance. The Protector of Citizens was contacted by the complainant who, since he The Law on Health Insurance, “Official Gazette of RS“, no. 25/19. Opinion available at: https://www.ombudsman.rs/index.php/2012-02-07-14-03-33/6234-z-sh-i-ni-gr-d-n-n-rlu-n-d-pl-n-rg-niz-ci-z-vrshn-g-ispi-z-drz-i-u-viri-br-z-vng-sis. 226 227 - 117 -