ANNUAL REPORT ON THE RESULTS OF THE ACTIVITIES OF THE INSTITUTION OF THE HUMAN RIGHTS OMBUDSMAN OF BOSNIA AND HERZEGOVINA - A reply 160 which reads: „In respect of your inquiry received on 10 July 2019 related to the complaint filed by ŠM from Tuzla against the Cantonal Prosecutor's Office of Tuzla Canton to which it filed a criminal report for domestic violence on 23 August 2018, which, according to her claims had not been processed yet, we herewith inform you that the investigation in this case is pending.“ - A reply 161 which reads: „In respect of your inquiry received on 30 September 2019 related to the complaint filed by ŠM from Tuzla against the Cantonal Prosecutor's Office of Tuzla Canton to which it filed a criminal report for domestic violence on 23 August 2018, which, according to her claims had not been processed yet, we herewith inform you that the investigation in this case is pending. We also inform you that on 15 July as a reaction to the Ombudsman's inquiry Ž-BR-05-2/19 dated 08 July, which constituted the urgency, we have replied to your Sarajevo Office.“ - A reply 162 which reads: “In reply to your inquiry received on 30 September 2019 related to the report filed by ŠA who reported his ex-wife and ŠM and his daughter ŠA, that they attacked him physically, we hereby inform you that investigation is pending.” After the completed investigation Ombudspersons issued their recommendation to the Cantonal Prosecutor's Office of Tuzla Canton 163. 5.4. Administration Ombudspersons emphasize that the quality of public services and the work of public administration bodies for a citizen is a tangible indicator of the functionality of a particular state. Good administration should be at the service of the community and promote public confidence in the executive bodies, contribute to political stability, and encourage economic development and social well-being. In contrast, a malfunctioning administration can cause resistance from citizens and their protest against the state, and in the worst case, lead to a dysfunctional state. The right of citizens to good administration is regulated, among other things, by the Charter of Fundamental Rights of the European Union (Article 41). This right is also regulated by the laws on (general) administrative procedure at the entity level, especially through the principle of protection of citizens' rights and protection of public interest, the principle of efficiency, the principle of hearing the party and other provisions guaranteeing the right of access and participation in proceedings, the right to assistance, prohibition of discrimination, etc. In the reporting period Ombudspersons processed 322 complaints related to the violation of the right to good administration. 160 A document no.: T03 0 KTA 0075453 18 dated 15 July 2019 A document no.: T03 0 KTA 0075453 18 dated 04 October 2019 162 A document no.: T03 0 KTA 0078679 19 dated 04 October 2019 163 Recommendation no.: P-297/19 dated 23 December 2019 161 45