3. BASIC STATISTICAL REVIEW 3.1. TOTAL NUMBER AND CLASSIFICATION OF COMPLAINTS In 2019 the Protector of Citizens was contacted by 10,862 citizens, of whom discussions were held with 3,532 citizens, telephone conversation was held with 4,054 citizens and the number of received cases amounted to 3,276, of which were 3,189 complaints and 87 cases initiated upon own initiative. The Protector of Citizens completed the work on 2,227 cases. Simultaneously, 1,948 cases from previous years were also worked on, of which 1,474 were completed, which means that in 2019 in total 3,701 cases were closed. Table 1 – Information on contact with citizens in 2019 Type of appeal Number of complaints number 3,276 Percentage 30.16% Number of telephone conversations with citizens 4,054 37.32% Number of citizens received in person 3,532 32.52% Total number of contacts with citizens 10,862 100% Table 2 – Information on the investigated cases 25 in 2019 Number of received cases Number of completed cases 3,276 Number of cases in progress 1,049 2,227 Table 3 – Number of cases 26 from previous years investigated in 2019 Number of investigated cases from previous years Number of completed cases from previous years Number of cases in progress from previous years 1,948 1,474 474 Table 4 – Number of cases 27 received in 2019 classified by areas of operation with the percentage in comparison to the total number of cases in 2019 Area of operation of the Protector of Citizens Area of Economic and Property Rights Area of Civil and Political Rights Area of Social and Cultural Rights Child Rights Rights of Persons Deprived of Liberty Rights of Persons with Disabilities and the Elderly number 1,178 899 502 223 184 125 Percentage 35.96% 27.44% 15.32% 6.81% 5.62% 3.82% The case refers to the cases which emerged from the actions upon complaints and upon own initiatives in individual area/department. 26 The case refers to the cases which emerged from the actions upon complaints and upon own initiatives in individual area/department. 27 The case refers to the cases which emerged from the actions upon complaints and upon own initiatives in individual area/department. 25 - 19 -