Key Figures 2009 Performance record In 2009, 14,853 people turned to the Austrian Ombudsman Board (AOB) with their concerns; in comparison to the already high figures of the previous year, this is an additional slight increase. The number of cases, in which persons concretely complained of having been treated poorly or having been inadequately informed by a government agency, also rose from 9,641 to 10,320. At the same time, the number of investigative proceedings has fallen slightly to 6,235 cases (2008: 6,563). In 60.4% of all complaints about government agencies, the AOB initiated a detailed investigation. 4,084 cases dealt with complaints that fell within the sphere of responsibility of the AOB, but where, from the very outset, no maladministration could be determined. In these cases, the AOB provided additional data and gave legal information. Performance Record Complaints regarding administration 2009 2008 10,320 9,641 Initiative investigative proceedings 6,235 6,563 No investigative proceedings 4,084 3,078 Initiated appeal of a directive 1 0 4,533 5,004 14,853 14,645 Complaints outside scope of investigative duties TOTAL of citizen enquiries processed The AOB is an important point of contact for people who are worried that they will not obtain justice. Just over 4,500 cases in the reporting period involved questions that were outside of the scope of the AOB’s investigative duties. The AOB tried to be of assistance by providing information and advice in these cases as well. It established contact with the appropriate authorities and outlined possible approaches to potential solutions for the parties affected. More enquiries Information outside its mandate 7