ANNUAL REPORT ON THE RESULTS OF THE ACTIVITIES OF THE INSTITUTION OF THE HUMAN RIGHTS OMBUDSMAN OF BOSNIA AND HERZEGOVINA III STATISTICS ON THE ACTIVITIES OF HUMAN RIGHTS OMBUDSMAN OF BOSNIA AND HERZEGOVINA IN 2019 In 2019, the Institution registered 3,218 citizens’ complaints. Compared to 2018, this is a decrease by 48 complaints. During the reporting period, 13,292 citizens contacted the Ombudsman (direct contacts, telephone contacts, electronic mail and written complaints). Together with cases carried forward from the previous year, 5,239 complaints were processed in total. As much as 3,205 cases were completed in 2019. The majority of complaints were related to violations of civil and political rights (978). These are followed by complaints related to the violation of rights in judiciary and administration (851), economic, social and cultural rights (801), all forms of discrimination (206), violation of the rights of the child (198), rights of persons deprived from liberty (129),, rights of persons with disabilities (48), and violation of the rights of religious and other minorities (7). Registered complaints 3218 24% Direct contacts (interviews) 2188 17% Written complaints 396 3% Phone contacts 7490 56% Total 13.292 Chart 1 During the reporting period, the Ombudsman Institution issued 304 recommendations in 374 cases. Level of implementation is presented in Table 1. Number of cases with an Number of cases with an Method of implementation issued recommendation in issued recommendation in of issued recommendations 2019 2018 105 123 Implemented 7 115 Co-operation established 9 3 Partially implemented 124 44 No feedback 59 66 Not implemented Total number of cases with 374 351 an issued recommendation Table 1 15