(2,91), Vila Real (2,81) and Guarda (1,93). With the exception of Leiria, the mark of interiority is evident. In absolute terms, the largest decreases were observed in the districts of Lisbon (428 complaints), Porto (354 complaints) and Leiria (59 complaints). (Up to 59 complaints) and in the Autonomous Region of Madeira (29 complaints). After a strong decrease in the previous year (by about two-thirds), the number of complaints from abroad increased from 83 to 103 units (an increase of 24%). In conclusion of this statistical analysis, some observations are made, which result from the analysis of the answers given by the complainants who filled out the questionnaire, which is entirely optional and anonymous, which is sent to the complainant when the decision to initiate a complaint procedure . The proportion of the responses received presented an intermediate value in relation to the previous two years. Thus, there was an increase of three percentage points and 2597 responses were validated, corresponding to a rate of 38%. This response rate corresponds to that of individual respondents (2527 cases), the lowest value (24%, corresponding to 70 responses) in the universe of legal persons. With respect to natural persons, gender was indicated in 2409 questionnaires (corresponding to 95%), with a majority of answers given by men (59%). Regarding the fact that it was a person who had previously referred to the Ombudsman, it was observed that in most situations this had happened (77%). Among the situations that mentioned the previous complaint (in 594 cases), 45% complained a second time, 46% did it for the third, fourth, fifth or sixth time, and 10% indicated that it was the seventh time and again, complaining to the Ombudsman. If these quantitative indications are equally valid for the universe of natural persons, the reality in the universe of responding collective people is different. Therefore, of these, 74% had a complaint for the first time. Of the others, only 17% did it for the second time, 56% for the third to sixth time and 28% more than six times. In 2446 responses the age was indicated, in very similar terms to what happened in the previous year. The percentage of respondents between the ages of 60 and 65 years of age fell by three percentage points to 13%, and the increase was mainly in the category aged 40 and over 49 years old (24%). The percentage of respondents over 65 years of age remained at 18%, 17% of respondents between the ages of 30 and 39 years and 23% of respondents who declared between 50 and 59 years of age. Under the age of 18, only six questionnaires were received. Regarding academic qualifications, it should be noted that 46% of the respondents stated that they had a higher degree, in line with those recorded in previous years, as well as their distribution among the different study cycles defined. There has been a slight downward trend in respondents who declare that they only have the first cycle of basic | 31