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PORTUGUESE OMBUDSMAN REPORT TO THE ASSEMBLY OF THE REPUBLIC 2009 Lisbon 2010 Title: Portuguese Ombudsman – Report to the Assembly of the Republic – 2009 Published by – The Ombudsman’s Office – Documentation Division Tradutor – L&I Communications, Ltd Design and pagination - Tangerina Mágica Photographs – Nuno Fevereiro Pre-printing and finishing – Rabiscos de Luz Print run – 500 copies Legal deposit – 311809/10 ISSN – 0872-9263 How to contact the Ombudsman: The Ombudsman’s Office Rua do Pau de Bandeira, 7-9, 1249-088 Lisboa Telephone: 213 92 66 00 | Fax: 21 396 12 43 provedor@provedor-jus.pt http://www.provedor-jus.pt  TABLE OF CONTENTS 07 MESSAGE FROM THE OMBUDSMAN 11 THE OMBUDSMAN AND HIS STAFF MEMBERS 21 THE OMBUDSMAN’S MANDATE AND ACTIVITY 22 2.1. The Ombudsman’s mandate and the legal basis for his activity 22 2.2. The right to present a complaint to the Ombudsman 23 2.2.1. Admissibility of a complaint and the Ombudsman’s intervention powers 24 2.2.2. How to present a complaint to the Ombudsman 24 2.3. The Ombudsman’s other intervention powers 25 2.4. Special projects – creation of the Children’s, Senior citizens and Disabled Persons Unit (NCID) 25 2.4.1.Restructuring of the Project unit as a result of creation of the NCID 25 2.4.2. The activity of the Project unit and of the NCID 25 2.4.2.1. Children 27 2.4.2.2. Senior citizens 28 2.4.2.3. Citizens with Disabilities 29 THE OMBUDSMAN’S PROCEDURAL ACTIVITY 30 3.1. Statistical comment on global data 38 3.2. The Ombudsman’s recommendations 40 3.3. Quantitative and qualitative analysis of complaints 40 3.3.1. Department 1 - Environment and natural resources, urban planning and housing, territorial planning and public works, leisure 43 3.3.1.1. Summary of several interventions by the Ombudsman 44 3.3.2. Department 2 - Economic and financial affairs, tax affairs, European funds, civil liability, betting, public contracting and consumer rights 47 3.3.2.1. Summary of several interventions by the Ombudsman 48 3.3.2.2. Sample cases that illustrate best practises 50 3.3.3. Department 3 - Social affairs: work, social security and social housing 53 3.3.3.1. Summary of several interventions by the Ombudsman 56 3.3.4. Department 4 - Issues of administrative organization and public employment relationship, status of personnel of the Armed Forces and Security Forces 03  58 3.3.4.1. Summary of several interventions by the Ombudsman 60 3.3.5. Department 5 - Judicial affairs, immigration and nationality legislation, road safety and traffic, registry and notary public services 65 3.3.5.1. Summary of several interventions by the Ombudsman 66 3.3.5.2. Sample cases that illustrate best practises 67 3.3.6. Department 6 – Political-constitutional affairs, rights, freedoms and guarantees, prisons and other detention centres, activity of the Security Forces, health, education, culture and science, media and sport 73 3.3.6.1. Summary of several interventions by the Ombudsman 75 3.3.7. Autonomous Region of the Azores - Local Office of the Ombudsman 77 3.3.7.1. Summary of several interventions by the Ombudsman 81 3.3.8. Autonomous Region of Madeira - Local Office of the Ombudsman 84 3.3.8.1. Summary of several interventions by the Ombudsman 87 RELATIONS WITH EUROPEAN AND INTERNATIONAL ORGANISATIONS AND WITH OTHER OMBUDSMEN AND EQUIVALENT INSTITUTIONS 88 4.1. International Relations 91 MANAGEMENT OF RESOURCES 92 5.1. Administrative and Financial Management 92 5.2. Public relations 93 5.2.1. Attendance for the general public 93 5.2.2. Attendance in person 93 5.2.3. Telephone attendance 94 5.3. The Ombudsman’s portal 95 ANALYTIC INDEX 04  The Ombudsman ALFREDO JOSÉ DE SOUSA (Ombudsman - (2009/....) Alfredo José de Sousa was born on 11 October 1940, in Póvoa de Varzim. Alfredo José de Sousa was elected to succeed Nascimento Rodrigues, as Portuguese Ombudsman, by a vote well above the necessary two-thirds majority, thus ending a one-year impasse. The candidate was proposed jointly by the PS and PSD parties and was elected by 198 of the 217 members of parliament who took part in the vote (four voted against, ten abstained, with three null votes and two blank votes). He was invested as Ombudsman, in the Assembly of the Republic, on 15 July 2009. PROFESSIONAL CAREER B.A. Hons. degree in Law from the University of Coimbra Elected on 22 January, 1987 by the Assembly of the (1958/63). Delegate of the Attorney General in Celorico de Republic as member of the Supreme Council of Admin- Basto, Mogadouro and Amarante (1967). Inspector of the istrative and Fiscal Courts. Nominated, after a competi- Criminal Investigation Police (PJ) in Oporto (1968/74). Judge tion, as Councillor Judge of the Supreme Administrative of the Courts of Tavira, Alenquer, Vila Nova de Gaia and Court on 13 October, 1992. Elected Deputy-President of Vila do Conde (1974/79). Judge of the Oporto Court of 1st the Court of Auditors. Nominated President of the Court Instance of Taxes and Contributions (1979/85). of Auditors on 2 December, 1995. Member of the Inspec- Promoted to High Court Judge of the Court of 2nd tion Committee of the European Anti-Fraud Office (OLAF) Instance of Taxes and Contributions, in February 1986. from 2001, reconfirmed on March 2003, but subsequently Coordinator of the Working group responsible for draw- resigned, at his own request, on health grounds, on 25 ing up the draft bill on tax infringements. Post-graduate February 2005. Reconfirmed as President of the Court of course (unfinished) in European Studies, from the Faculty Auditors for four years, and ceased functions on 6 Octo- of Law of Coimbra (1986/87). ber 2005, when he formally retired. 05  The Ombudsman PUBLICATIONS AND SPEECHES OTHER POSITIONS He has delivered various speeches and intervened in He was a member of the 1st National Management various seminars on topics of Tax Law, Financial Law and Board of the Trade-Union Association of the Portuguese Financial Auditing in numerous Universities and Asso- Judicial Magistrates (1976/77); founder and member ciations, in Portugal and abroad, and within the scope of the editorial committee of the magazine, Fronteira of International Organisations. He has published vari- (1977/82). He led the Portuguese delegation in various ous opinion articles in leading daily and weekly news- Conferences of INTOSAI (International Organisation of papers. He co-authored and published the Procedural Supreme Audit Institutions) — including the 52nd meet- Code of Contributions and Taxes, with comments and ing of the Management Board of 11 October 2004, that notes, that is frequently referred to in case-law and legal took place during the XVIII INTOSAI Conference, that doctrine; «Infracções fiscais: crimes e transgressões» unanimously approved the Resolution, establishing Por- (Fiscal infringements: crimes and transgressions) in tuguese as an official language of the Organization —; of the Cadernos de Ciência e Técnica Fiscal, no. 142; Vari- EUROSAI (European Organization of Supreme Audit Insti- ous sentences and legal doctrine articles in the Case- tutions); of EURORAI (European Organization of Regional law Compendium; «Infracções Fiscais – Não Aduanei- Audit Institutions); of OLACEFS (Organization of Latin ras» (Fiscal infringements – Excluding customs’ duties), American and Caribbean Supreme Audit Institutions); Almedina, 1990; «Código do Processo Tributário» (Tax and of the Courts of Auditors of the CPLP (Community of Procedure Code), with comments and notes, Almedina, Official Portuguese-Speaking Countries). in co-authorship (4 editions); and A Criminalidade Trans- President of the Inspection Commission of the Portu- nacional na União Europeia – Um Ministério Público guese Diabetes Association. Europeu? (Cross-Border Criminality in the European Substitute member of the Anti-Corruption Council ( July Union – A European Public Prosecution Service?) Edições 2008/July 2009). Almedina, S.A., Coimbra, June 2005. He has published Member of the Supreme Council of Administrative and various articles: «As Fundações e o Controlo Financeiro Fiscal Courts (2008/09). do Tribunal de Contas» (The Foundations and Financial Auditing of the Court of Auditors), in Memória, Year 1, no. 0, May 2003; «Financial Regime of Management and DECORATIONS AND AWARDS Auditing of Pre-Adhesion Aid – Portugal and Spain and the 10 recently-admitted Member States», speech inte- He was awarded the Minister José Maria Alkmim Court grated within the Summer Course organized by the Gen- of Accounts Collar of Merit by the Minas Gerais Academy eral Foundation of the Complutense University, Madrid, of Letters (Brazil); he was granted the Ruy Barbosa Medal in July 2003; «The Auditor’s Independence», included in (Rio de Janeiro, 1999; and Bahia, 2003); the Grand Collar pp. 865-875 in the commemorative work of 170 years of of Merit of the Court of Auditors of the Union (Brasilia); the Hellenic Court of Auditors (1040 pages), Greek edi- the title of honorary member of ATRICON – Association tion: «Transparency and independence in auditing. Stud- of Members of the Courts of Auditors of Brazil; and the ies in honour of the 170 years of the Hellenic Court of Grand Cross of the Military Order of Christ from the Presi- Auditors» (in Greek); «A Policy to Fight Financial Fraud dent of the Republic on 18 January 2006. in the European Union», pp. 151-183 in the work, Public Expenditure Control in Europe – Coordinating Audit Func- tions in the European Union, Part II (Towards Coordina- tion Strategies), coordinated and edited by Prof. Milagros García Crespo, of the Faculty of Economic Sciences of the University of the Basque Country, Bilbao, Spain; «O Juiz» (The Judge), speech delivered in the ceremony in honour of Prof. António de Sousa Franco, pp. 45-56, In Memoriam Sousa Franco, by the Portugal Fiscal Association, Edições Almedina, SA, Coimbra, March 2005; «O Estado no Século XXI: Redefinição das suas Funções?» (The State in the XXI Century: Redefinition of its Functions?) text delivered in the Seminar (held on 19 October, 2004), published by INA - National Administration Institute, Oeiras, 2005. 06 MESSAGE FROM THE OMBUDSMAN  Message from the Ombudsman In compliance with the provisions established in arti- This led to a progressive reduction in activities cle 23, no. 1 of the Ombudsman’s Statute – Law no. 9/91, launched by the institution itself, e.g. implementation of 9 April – I have the honour to present to the Assembly of inspections, investigations and inquests. As a result, of the Republic, the 2009 Annual Report of Activities. the activity of the Ombudsman’s Office was practi- In these opening lines, I would like to devote a few cally reduced to appraisal of complaints presented by words to the complicated process that preceded my citizens. This aspect, allied to a relative decline in the election and its respective consequences on the activ- number of complaints that were opened until election ity and operations of the Ombudsman’s Office in 2009. of the new Ombudsman, meant that by the end of the I will also highlight my priorities for the first half of my first half 2009 there were only 1620 pending cases still mandate, as specified in the 2010 Plan, in order to pur- open - one of the lowest level of pending cases in the sue these goals. history of the institution. A year of uncertainty1 My election 2009 was an exceptional year in terms of the Ombuds- The exceptional situation described above, culmi- man’s operation. This was partly due to the fact that it nated when the acting Ombudsman, Nascimento Rodri- was a year of transition - with a change of the person gues, delivered a letter to the Assembly of the Republic, invested in this position – but above all resulted from the on 3 June 2009, in which he communicated his intention vicissitudes associated to the election procedure of the to cease functions immediately, accompanied by termi- new Ombudsman. nation of functions of the Deputy Ombudsman, Council- The second mandate of the Ombudsman, Nascimento lor Alberto Oliveira. Rodrigues, ended in July 2008 and in accordance with As a result, the Deputy Ombudsman, Jorge Noronha the Ombudsman’s Statute, the Ombudsman remained in e Silveira, presided over the institution – overseeing functions in the interim period, until election of his suc- its normal functioning. This situation lasted for several cessor. But the abnormally extended period of this substi- weeks until the necessary consensus was reached in tution process - that soon proved to be a genuine politi- the Assembly of the Republic - that enabled my election cal impasse - engulfed the institution in an undesirable and investiture, on 15 July 2009, after a prior hearing in climate of uncertainty, that lasted for around 12 months. the Parliamentary Commission of Rights, Freedoms and The prolongation of this situation inevitably affected Guarantees. the Ombudsman’s Office during the first half of 2009. The first impact was on the level of available Human Resources, given difficulties experienced in nominating Restitution of normal functioning of the services of staff to occupy various key vacancies. For example, the the Ombudsman’s Office position of Secretary-General was left vacant from Octo- ber 2008 onwards, since the Prime Minister was unwill- The immediate tasks I faced, after commencing duties ing to nominate a substitute until the new Ombudsman as the Ombudsman, were related to the need to choose was elected. The position of the Coordinator of Depart- the members of my Cabinet and fill existing vacancies ment 4, was also left vacant from June 2008 onwards. in order to guarantee continuity of the activity of the The assistants of the Ombudsmen’s Cabinet - who had Ombudsman’s Office. ended their duties in the meantime - were also not I reconfirmed the Deputy Ombudsman, Jorge Silveira, replaced. in his position - which thus made it possible to guaran- tee a certain degree of continuity, which is always desir- able in times of change. 1 This text is based on a note drawn up by the Deputy Ombudsman, Jorge Sil- veira. 08  I nonetheless had to appoint the other Deputy Ombuds- bers and submitted a proposal to the Prime Minister to man, whose position had been left vacant. The functional alter the organisational law of the Ombudsman’s Office, complementarity between the Public Prosecution Service in order to include a norm identical to that of the law of and the Ombudsman (articles 25, no. 3, 29, no. 6 and 35, ministerial cabinets. I did my utmost to reactivate the no. 1 of the Ombudsman’s Statute; rights of minors; rights aforementioned hotlines as quickly as possible, which of prisoners; administrative litigation associated to illegal only proved to be possible in October. acts of the public powers) made it advisable to establish a liaison process between these two institutions, capa- ble of generating synergies. With the vital agreement of The need to alter the Organisational law of the the Attorney General, a decision was made to nominate Ombudsman’s Office the Prosecutor of the Republic, Helena Vera-Cruz Pinto, to whom I delegated supervisory powers for all issues Fifteen years after approval of the existing Organisa- related to children, senior citizens and persons with dis- tional law of the Ombudsman’s Office (Decree-Law no. abilities, including the respective hotlines. 279/93, of 11 August, altered by Decree-Law no. 15/98, I pursued preparatory measures with the Govern- of 29 January and Decree-Law no. 195/2001, of 27 June), ment, in order to renew nomination of the Secretary- it became an urgent priority to revise this legal frame- General. I reconfirmed the positions of five Coordinators work - in order to tailor the Ombudsman’s support struc- of the Advisory Service’s Departments and nominated ture to the current realities and the requirements of his a new Coordinator for Department 4. Subsequently, on attributions, specifically those of his Cabinet, the posi- the basis of a well-grounded proposal from each Depart- tion of the Deputy Ombudsman and the organizational ment Coordinator, all but one of the service commissions structure of the Ombudsman’s Office. of the advisers were renewed. I therefore created a working group in order to pre- pare a draft revised version of the aforementioned legal diploma. Audit by the Court of Auditors As soon as I commenced functions, I was confronted Modernization project of the ICT infrastructures with the results of an audit of the Ombudsman’s Office, conducted by the Court of Auditors2. Amongst other I found evidence of inefficiencies in the Ombudsman’s aspects, this audit concluded that the nomination of 12 Office’s information systems. Given the Ombudsman’s staff members, by invoking the law on ministerial cab- crucial role in society, in particular, via the dialogue inets (article 2 no. 3 of Decree-Law no. 262/88, of 23 between citizens and authorities, it was essential to July), had been illegal. I obviously respected the posi- modernise the Information and Communication Tech- tion taken by this sovereign body. This fact led to non- nologies infrastructures, the Information systems and renewal of the nomination of 12 staff members, and the Applications used to support Work Procedures. A also applied to the 4 staff-members of the Children’s modernization project of the ICT infrastructures was Messages and Senior Citizens’ lines - thus determining therefore drawn up, in order to improve the organiza- their respective suspension. As a temporary solution, I tional and management practises, thereby aligning the decided to use the information line that internally re- positioning of the Ombudsman’s Office with the frame- routed calls to the competent services. work of the National Technology Plan3. As a result, a Aware of the important social relevance for under- suitable amount for this investment was included in the privileged citizens, I decided to open competitions in Ombudsman’s budget and was subsequently approved. order to full the positions occupied by other staff mem- 2 In the first half 2009, the Court of Auditors, carried out an audit of the 2007 management account of the Ombudsman’s Office, inspecting the legality, regularity and suitable accounting of the associated operations. A recommen- dation was made to the Ombudsman’s Office to continue its effort to improve the planning, management and control system, including activities plans and reports, communication between the computing modules of accounts and Human Resources, codification of inventory assets, economic classifica- tion of expenses and control of staff assiduity. The Court of Auditors also detected undue payments liable of generating the responsibility to reimburse the respective amounts. As a result, these amounts were restituted and the position taken by the Court of Auditors in relation to the illegality of 12 nomi- nations of staff members of the Ombudsman’s Cabinet was also respected. After submission of the Court of Auditors’ Report to the representative of the 3 An Action Plan was drawn up by Prof. José Tribolet, university professor of Public Prosecution Service, the latter stated that there were no sanctionary Information systems and a recognized authority in this field, entitled PROVE- liabilities. JUS – 2.0 09  Dissemination and promotion of the Ombudsman’s International Relations actions. I took part in various events organized by international I launched the foundations for a Protocol with the organizations and equivalent institutions. I believe that National Association of Municipalities4 in order to fos- such events constitute a privileged arena for exchanging ter concerted and joint activity, so as to disseminate the ideas and experiences in favour of achieving greater and Ombudsman’s mission and attributions to the general more articulated protection and promotion of the human public, thus reinforcing the defence of citizens’ rights, rights, and achieve dissemination of the figure of the freedoms and guarantees, especially in Portugal’s inland Ombudsman as the guarantor of such rights. In the XIV regions - where access to information is more difficult. Conference and General Meeting of the Ibero-American In view of their privileged position, given geographical Federation of Ombudsmen(FIO), held in Madrid, I was proximity to local populations, my aim was to ensure elected Deputy-President of the Organization. that adhering municipalities would provide free use of The chapter dedicated to International Relations pro- computers to their respective residents, enabling access vides a more detailed description of the events in which to the Ombudsman’s site and the option to present elec- I took part, or to which I sent a representative. tronic complaints via the form available for this purpose I also organised bilateral contacts in order to discuss in the site. I also wanted the adhering municipalities to questions and foster cooperation and resolution of prob- provide assistance for filling in the form, whenever such lems of common interest, in particular with equivalent assistance was requested by the respective interested institutions in our neighbouring country, Spain, and the party. respective Spanish autonomous provinces. I initiated diligent proceedings with the Minister of I constituted a working group in order to draw up a Education in order to pursue initiatives intended to Code of Good Administrative Conduct, to be presented disseminate information about the Ombudsman and to the Assembly of the Republic, replicating an identi- citizens’ rights, freedoms and guarantees, in primary, cal initiative undertaken by the European Ombudsman, middle - and secondary schools - to be conducted by in relation to the Charter of Fundamental Rights of the members of my staff. European Union, approved by the Treaty of Lisbon5. O I took part, and ensured my representation, in various Provedor de Justiça, events, at the national level, organized by civil society organizations - specifically representatives and defend- ers of the rights of citizen groups in vulnerable situations. The Ombudsman, Alfredo José de Sousa 4 The Cooperation Protocol between the Ombudsman and the National Asso- 5 The document was submitted to the President of the Assembly of the Repub- ciation of Portuguese Municipalities (ANMP), was signed on 19 March 2010. lic on 19 April 2010. 10 THE OMBUDSMAN AND HIS STAFF-MEMBERS  Ombudsman, Deputy Ombudsmen and Department Coordinators João Portugal Nuno Simões Elsa Dias Armanda Fonseca André Folque Miguel Coelho Helena Vera-Cruz Pinto Jorge Silveira Alfredo José de Sousa 12  Deputy Ombudsmen DEPUTY OMBUDSMAN Jorge Correia de Noronha e Silveira, born in Lisbon (02.07.1955) Master’s degree in Legal Sciences from the Faculty of exercised functions in the Macau Public Administration Law of the University of Lisbon (1988). B.A. Hons. degree between December 1990 and July 1996, in the following from the same Faculty (1978). Attorney registered at the positions (in chronological order): Assistant Coordinator Portuguese Bar Association since 1980. He has served as of the Office for Legislative Modernization of the Macau Deputy Ombudsman since September 2005. Professor at Government, Adviser to the Cabinet of the Secretary for the Faculty of Law of Lisbon since 1978, having lectured Justice of the Macau Government and Head of the same in various disciplines in the area of Legal Sciences, in par- Cabinet. He served as Secretary for Justice of the Macau ticular the General Theory of Civil Law, Penal Law, Civil Government during the final years of the Portuguese Procedural Law and Penal Procedural Law. His contract as Administration of that territory, during the mandate of a university assistant professor was suspended between the Vice-Governor, Vasco Rocha Vieira (between August December 1988 and December 1999, while he exercised 1996 and December 1999). He served as Deputy-Presi- functions in Macau, and is also currently suspended, due dent of the Portuguese Road Safety Prevention service to the functions he occupies in the Ombudsman’s Office. between January 2001 and April 2003, nominated by the Between 1980 and 1988 he worked as an attorney. His Portuguese Government, in accordance with the statutes registration in the Portuguese Bar Association has been of that association. He was hired between October 2001 suspended since that time. Between 1981 and 1988 he and October 2002 by the Office of Auditing and Mod- lectured in the discipline of Penal Procedural Law in vari- ernization of the Ministry of Justice, as a contracted con- ous private universities. Between December 1988 and sultant to provide specialized collaboration in the field of December 1990 he lectured the discipline of Constitu- auditing of the system and quality of the Courts. He has tional Law in the Law Course of the University of Ori- published various legal works. He has been distinguished ental Asia (now known as the University of Macau). He with the Order of Infante D. Henrique (Grand Cross). 13  Deputy Ombudsmen DEPUTY OMBUDSMAN Helena Cecília Alves Vera-Cruz Pinto, born in Luanda (14.11.1958). B.A. Hons. degree in Law from the Faculty of Law of Law, with special focus on the topics of minors and fam- the University of Lisbon (1976/1981). She has served ily and criminal affairs. She addressed the Judicial Studies as Deputy Ombudsman since 1 September, 2009. Mag- Centre in sessions on the topics of «Professional Deon- istrate of the Public Prosecution Service, classified as a tology and Ethics» and «Management of Investigation Prosecutor of the Republic. Served as the Auditor of Jus- in widespread criminality». On 13 December, 2006, she tice (from 28 September, 1983 to 4 September, 1984) and was designated to represent the Attorney General in the exercised functions as Assistant Prosecutor (25 October, Working group in charge of preparation of the Draft Pro- 1985 to 17 September, 2000), in the Municipalities of ject for Revision of the Judicial System. Between 2006 Ponte da Barca, Santo Tirso, Barcelos, Porto, Barreiro and 2008 she was a member, within the framework of and Almada. Member of the Almada Municipal Safety the C.S.M.P., of the working group that monitored the Council, designated by the District Attorney General computerization procedure of the Public Prosecution of Lisbon. Elected by her peers, she was nominated a Service, implemented by the Institute of Information member of the Supreme Council of the Public Prosecu- Technologies in Justice, of the Ministry of Justice. From 22 tion Service (C.S.M.P.) in February 2005 and, by means of November, 2007 to 5 December, 2007 and from 31 Janu- an order issued on 22 March, 2006, after a deliberation of ary, 2008 to 14 February, 2008, she was a member of two the C.S.M.P., she was nominated a full-time member of short-term technical missions to the Democratic Republic the aforementioned Council, always as a member of the of S. Tomé and Príncipe in order to revise various legal Classification and Disciplinary Sections. On 6 March, 2008 diplomas, including the Penal Code and the Penal Proce- she was assigned, internally, to the Attorney General’s dure Code. As a result of an order issued on 16 March, Office of the Lisbon District, in order to assist the Gen- 2009, by the Deputy-Attorney General of the Republic, in eral Prosecutor for the Lisbon District. In representation relation to implementation of the new Citius/MP/Penal/ of the Attorney General’s Office and within the scope New Generation (Court management software) she was of her professional training, she participated in various designated as the permanent interlocutor between the seminars, conferences, courses, training initiatives, con- Attorney General’s Office and the Ministry of Justice. ferences and congresses, covering various areas of the 14  Department Coordinators DEPARTMENT 1 Environment and natural resources, urban planning and housing, territo- rial planning and public works, leisure Eduardo André Folque da Costa Ferreira — born in Lisbon (13 Novem- ber, 1967). Master’s degree in Legal-Political Sciences from the Faculty of Law of the University of Lisbon (2001). B.A. Hons degree in Law, from the same Faculty (1991). Since 21 October, 1993 he has served as coordinator of the Ombudsman’s Office, via a service commission in Department 1 - that handles issues of the environment, natural resources, urban planning and housing, territorial planning and public works, leisure. He co-ordinated and participated in inspections, inquests and checks, also in the area of the Prison Services and of the Police Force (PSP) and of the Republican National Guard. He has taught at the Faculty of Law of the University of Lisbon, as monitor (1989/1992), assistant intern (1995/2001) and assistant of the Legal- Political Sciences Group (since 2001). Assistant of the Ombudsman’s Cabinet (1992/1993). Author of various monographs and scientific articles on Con- stitutional Law, International Public Law, urban planning and environmental law. Intervention in post-graduate university courses, seminars, colloquia and professional training initiatives. Member of the Commission of Religious Freedom (since 2004), of the European Council of Environmental Law (since 2003), of the Scientific Society of the Catholic University of Portugal (since 2009) and of the Editorial Council of Constitutional Case-law (since 2003). DEPARTMENT 2 Economic and financial affairs, tax affairs, European funds, civil liability, betting, public contracting and consumer rights Elsa Maria Henriques Dias — born in Alverca do Ribatejo (10.03.1966). B.A. Hons degree in Law from the Faculty of Law of the University of Lisbon (1988), postgraduate degree in European Studies from the same Faculty, and a postgraduate degree in Fiscal Management of Organizations, from the Higher Institute of Economics and Management (ISEG). She exercised functions as legal adviser to the Office of the Director of Finances of Lisbon (1989/1992) and worked as an attorney at the Legal and Litigation Office of Portuguese Railways (CP — Comboios de Portugal, E.P.E.) (1992/1993). Since 1993 she has worked in the Ombudsman’s Office, in a service commission, where she began by exercising functions as an adviser to Department 2, and coordinated the Department between 1998 and 2000. Between 2001 and 2005, while continuing to provide advisory services to Department 2, she also served as an adviser in the Local Office of the Ombudsman’s Office in the Autonomous Region of Madeira and coordinated the «Children’s Mes- sages» and «Senior Citizens» hotlines. In 2005 she was reconfirmed as coordinator of Department 2, that handles economic and financial affairs, tax affairs, European funds, civil liability, betting, public contracting and con- sumer rights, and currently exercises this position. 15  Department Coordinators DEPARTMENT 3 Social affairs: work, social security and social housing Nuno José Rodrigues Simões — born in Lisbon (28.08.1962). B.A. Hons degree in Law from the Faculty of Law of the University of Lisbon (1985). Courses and training initiatives in various areas of the Law, in particular, Work, Social Security and Health, including cross-border training on «Social Dialogue and European Collective Bargaining», administered by the Univer- sities of Rome, Seville, Catholic University of Lisbon and the Democritus Uni- versity of Thrace. Coordinator of the Ombudsman’s Office in Department 3, that handles social affairs (work, social security and social housing), since 2000. Adviser to the Ombudsman (1996/2000), in the same area. Consult- ant to the Economic and Social Council (1992/1995), responsible for issues of social law: work, social security, employment, professional training and social concertation. Legal adviser to Partex - Companhia Portuguesa de Serviços, SA (1987/1992). Author of studies and monographs in the field of the social law and speaker and moderator in seminars and conferences. DEPARTMENT 4 ADMINISTRATIVE ORGANIZATION AND PUBLIC EMPLOYMENT RELATION- SHIP, STATUS OF THE PERSONNEL OF THE ARMED FORCES AND OF THE SECU- RITY FORCES Armanda Amélia Monteiro da Fonseca — born in Coimbra (20.07.1965). B.A. Hons degree in Law from the Faculty of Law of the University of Lis- bon (1988). Inspector of the permanent staff of the Inspectorate-General of Health Activities, exercising functions as Coordinator of the Ombudsman’s Office in Department 4 that handles issues of administrative organization and public employment relationship, status of the staff of the Armed Forces and of the Security Forces, since 3 August, 2009. In recent years, she has served as deputy director-general of the Directorate-General of Public Administration and Employment (April 2008/March 2009) and assistant to the Secretary of State for Public Administration (March 2006/April 2008). She has exercised functions in the Public Administration, in various services, as a senior technical official and, since 2001, with inspection functions. She exercised management functions in the Portuguese Roads Institute (Febru- ary 2000/June 2001) and in the Justice Services Department of Macau ( Janu- ary 1997/July 1999). She coordinated the Working group of the Ministry of Justice, constituted within the framework of the Reform Programme of the Central Administration of the State (PRACE) (November 2005/March 2006), and she participated as a speaker in information and debate sessions, train- ing initiatives and conferences on Reform of the Public Administration. 16  Department Coordinators DEPARTMENT 5 Judicial affairs, immigration and nationality legislation, road safety and traffic, registry services and notary public services Miguel Armada de Menezes Coelho — born in Lisbon (25.11.1966). B.A. Hons degree in Law from the Faculty of Law of the University of Lisbon (1990). He was an intern attorney and worked as an attorney, between 1991 and 1995, and currently has suspended his registration in the Bar Associ- ation. In 1991/1992 he was coordinator of the Legal Office of the Nature Protection League. Between 1993/1995 he worked as legal adviser to the Office of the Board of Directors of the Portuguese Post Office (CTT), with a fixed-term contract, and entered the company’s permanent staff in 1995. He has currently been assigned to the Ombudsman’s Office via a public inter- est assignment. He began functions in the Ombudsman’s Office in 1993, as adviser to the Ombudsman’s Cabinet, and specialist in Environmental issues. From 1995, he worked as an adviser in the area entrusted with handling cases related, amongst other issues, to the environment and urban planning. Between 1997 and 2004 he was the adviser in charge of the Local Office of the Ombudsman of the Autonomous Region of the Azores. From 2004 he was the head of the Project Unit, responsible for issues related to children, senior citizens, persons with disabilities and women, and also coordinated the functioning of the «Children’s Messages» and «Senior Citizens» hotlines. Since May 2008 he has worked as coordinator of the Ombudsman’s Office for Department 5 that handles judicial affairs, immigration, nationality, road safety and traffic and registry services and notary public services. DEPARTMENT 6 Political-constitutional affairs, rights, freedoms and guarantees, prisons and other detention centres, activity of the Security Forces, health, educa- tion, culture and science, media and sport João António Pereira Moital Domingues Portugal — born in Leiria (27.01.1965). B.A. Hons degree in Law from the Faculty of Law of Lisbon (major in Legal-Political Sciences). He attended, with a note of approval, the scholastic part of the Master’s Degree in Law of the same Faculty. Coordina- tor of the Ombudsman’s Office, in Department 6 that handles political-con- stitutional affairs, rights, freedoms and guarantees, prisons and other deten- tion centres, activity of the Security Forces, health, education, culture and science, media and sport. He participated in the Inspection of the Prison Sys- tem in 1996 and collaborated in drawing up the final report. He coordinated the organization and orientated the respective final report of the Inspections of the Prison System from 1998 to 2002. Representative of the Ombudsman in the Commission for Indemnification to the Family Members of the Victims of the collapsed bridge in Entre-os-Rios. Previously, he served as Assistant to the Ombudsman’s Cabinet, substituting the Head of Cabinet, in the event of absences and impediments. Intern Assistant Professor at the Faculty of Law of Lisbon, where he lectured practical lessons in Constitutional Law and International Public Law. 17  AZORES (Local Office) José Álvaro Amaral Afonso – born in Angra do Heroísmo (10.12.1964). B.A. Hons degree in Law from the Faculty of Law of the University of Coimbra (1994). Adviser to the Ombudsman, since February 2004, he has exercised functions as Head of the Local Office of the Ombudsman of the Autonomous Region of the Azores, since April 2004. Trainer at the Public Administration Training Centre of the Azores, from 2001 to 2004. Director of Local Administration Services, in the Regional Directorate of Organiza- tion and Public Administration, from December 1998 to January 2004. Head of the Administrative and Financial Department of Lajes do Pico Municipal Council, from March 1997 to November 1998. He has worked for the Autono- mous Regional Administration of the Azores, since October 1994. MADEIRA (Local Office) Duarte dos Santos Vaz Geraldes – born in Lisbon (9 December, 1977). B.A. Hons degree in Law from the Catholic University of Portugal, Lisbon (2000). Master’s degree in Law (Area of Legal-Political Sciences) from the Faculty of Law of the University of Lisbon (2005). Registered in the Bar Asso- ciation (registration suspended from 1 October, 2005). Worked as an attor- ney in the legal firm «P.M.B.G.R. & Associados», and «C.S.B.A.» (Carlos de Sousa Brito & Associados). Assistant to the Ombudsman’s Cabinet (October 2005/June 2006). Adviser to the Ombudsman since 19 June 2006, exercis- ing functions as Head of the Ombudsman’s Local Office in the Autonomous Region of Madeira. 18  Staff of the Ombudsman’s Office THE HEADQUARTERS OF THE OMBUDSMAN’S OFFICE 19  Organisational Chart OMBUDSMAN Cabinet Deputy Ombudsmen Secretary- general Coord. of Coord. of Coord. of Coord. of Coord. of Coord. of N - CID Azores Local Madeira Local Depart. 1 Depart. 2 Depart. 3 Depart. 4 Depart. 5 Depart. 6 Office Office Advisers Advisers Advisers Advisers Advisers Advisers (1) Children’s, Senior citizens and Disabled Persons Unit, responsible for the Children’s Messages Hotline and the Senior Citizen’s Hotline. Technical and Administrative Support Services Department Information and Public Documentation Division Administrative Division Computing Division Relations Division Staff, General Dispatches Accounting, Assets and Cases Unit and Archive Unit Stationery Unit 20  THE OMBUDSMAN’S MANDATE AND ACTIVITY  2.1. The Ombudsman’s mandate and legal the Autonomous Regions of the Azores and Madeira, basis of his activity except in issues associated to their administrative activity or acts practiced subject to supervision by the The figure of the Ombudsman, directly inspired by the Administration. As a result, the Ombudsman’s inspection Swedish Ombudsman, set up in the early 19th century, and control powers do not extend to political activity, in was introduced in Portugal via Decree-Law no. 212/75, the strict sense of the term, nor to judicial activity (arti- of 21 April. In 1976, the position of the Ombudsman was cle 22, nos. 2 and 3 of the Statute). incorporated within the Portuguese Constitution, via On the other hand, the Ombudsman’s remit is no longer article 24 of the Constitution, now article 23. restricted solely to the public authorities, although this It was the responsibility of the Portuguese legislator does configure its main scope. Since 1996, the Ombuds- to establish the respective Statute, via Law no. 81/77, of man may also intervene in relations between private 22 November, that in the meantime has been revoked by individuals, but only when there is a special relation of Law no. 9/91, of 9 April, and subsequently altered by Laws dominion and if this falls within the scope of protection no. 30/96 of 14 August and 52-A/2005 of 10 October. of rights, freedoms and guarantees (article 2, no. 2 of In essence, the Constitution and the Law define the the Statute)2. Ombudsman as a single person body of the State, irre- The Ombudsman’s intervention is based upon the movable, completely independent1 and impartial in presentation of a complaint (articles 23, no. 1, of the exercise of his functions, and endowed with parliamen- Constitution and article 3 of the Statute). Nonetheless tary legitimacy. he may also intervene at his own initiative (articles 4 The title-holder of the position is designated by the and 24, no. 1 of the Statute). Assembly of the Republic, by a qualified two-thirds The Ombudsman’s activity is independent of any acts majority of MPs present, provided that this is higher of grace or legal remedies specified in the Constitution than the absolute majority of MPs effectively in func- and in the laws (article 23, no. 2, of the Constitution and tions. The Ombudsman’s mandate is four years, and may articles 4th and 21, no. 2 of the Statute). only be renewed once. His functions cannot terminate For the pursuit of his functions, the law attributes prior to the end of the period for which he has been des- broad powers to the Ombudsman – he may conduct ignated, except in the cases specified in the law (articles investigations and enquiries as he deems necessary, 23, no. 3, and 163, paragraph i) of the Constitution and make inspections3 (article 21, no. 1, paragraphs a) and articles 5 to 7 of the Statute). b)) and is entitled to order any civil servant or any offi- Furthermore, the Ombudsman is exempt from civil cial of any public body to be present at his Office (arti- and criminal liability for the recommendations, com- cle 29, no. 5 of the Statute). Correspondingly, the bodies ments or opinions that he issues or for the acts that he and agents of public, civil and military personnel bodies practices in exercise of his functions (article 8, no. 1 of have a duty of cooperation, also defined in broad terms the Statute). (article 23, no. 4, of the Constitution and articles 21 and The Ombudsman’s main function is to defend and fos- 29 of the Statute). Given that this is a legal duty, non- ter the rights, freedoms, guarantees and legitimate inter- compliance constitutes a crime of disobedience, liable for ests of citizens, guaranteeing, through informal means, a disciplinary procedure (article 29, no. 6 of the Statute). the justice and legality of the exercise of public powers (articles 23 of the Constitution and article 1 of the Statute). At a subjective level, the scope of his activity cov- 2.2. The right to present a complaint to the ers, in particular, the services of the regional and local Ombudsman Public Central Administration, the Armed Forces, public institutes, public companies or majority publicly-owned Citizens’ access to the Ombudsman is broad, direct and companies or concessionaires of public services or of free of charge. All citizens are entitled to present com- commercial exploitation of assets pertaining to the pub- plaints to the Ombudsman, regardless of their age, nation- lic domain (article 2, no. 1 of the Statute). The scope of the Ombudsman’s activity does not include sovereign bodies (President of the Republic, Assembly of the Republic, Government and Courts), or 2 Legal precept introduced in the Ombudsman’s Statute by means of Law no. 30/96, of 14 August. the Regional Parliaments and Regional Governments of 3 Either by exercising his right to take own initiatives, or after a specific com- plaint, the Ombudsman may carry out, without providing any prior notice, inspection visits to all and any activity sector of the central, regional and local 1 The constitutional revision of 1989, approved by Constitutional Law no. 1/89, Administration - specifically public services and civil prison establishments of 8 July, clarified the Ombudsman’s degree of independence (1st part of no. and military personnel establishments, or to any entities subject to its control 3 of article 23, of the Constitution). - and also undertake all the investigations and inquests that it considers to be necessary or convenient. 22 ality4 or residence. The complaint may be presented by interests of the complainants, given that he is a defender citizens, either separately or jointly, and depend neither of both the legality and the justice of the activity of the on the complainant’s direct, personal and legitimate inter- public powers. est nor on any time limits. (article 24, no. 2 of the Statute). The complaints must concern illegal or unjust actions or omissions by public authorities, that the Ombudsman is 2.2.1. Admissibility of the complaint and the responsible for redressing or preventing (article 23, no. 1, intervention powers of the Ombudsman of the Constitution and article 3rd of the Statute). The right to present a complaint to the Ombudsman is Within the fairly diversified range of communications therefore also subject to several constraints and limita- received on a daily basis by the Ombudsman, the first rel- tions, that should be explained in further detail. evant task consists in qualifying the communication as a A specific example is the regime governing complaints «complaint», or as a simple statement of facts. Next, the filed by military personnel to the Ombudsman, regulated complaints are subject to a judgement of admissibility, in in a special and autonomous manner by Law no. 19/95, of order to ascertain whether their material scope lies within 13 July and by the Law of National Defence, approved by the Ombudsman’s sphere of powers. In all circumstances, the Organisational law no. 1-B/2009, of 7 July (article 34). it is always the substance, rather than the form, of the In accordance with these legal norms, military personnel, communication, that must be considered. prior to presenting an individual complaint to the Ombuds- In this context, a complaint is considered to be all man, must exhaust all other forms of hierarchical appeal and any communication, regardless of its form, that is and complaint within their respective chain of command. presented by one or more complainants, in which the In 2009, the Ombudsman opened a case, at his own initia- Ombudsman is requested to intervene in relation to ques- tive, to appraise this issue, due to the fact that he disa- tions falling within his competency. greed with this regime, in light of the relevant constitu- In relation to any complaint, the parameters deter- tional precepts, above all article 270 of the Constitution. mining the possibility of the Ombudsman’s intervention On the same topic, he made a recommendation in 2010 to include both the mission and competencies legally attrib- the Assembly of the Republic, to eliminate negative dis- uted to this body; and respect for the principle of separa- crimination against military personnel, which constitutes tion of powers, consecrated in articles 2, 110, and 111, no. a barrier to pursuit of the Ombudsman’s activity as the 1, of the Constitution; and also the purely recommenda- guarantor of justice, rights and freedoms of all citizens5. tory nature – rather than a decision-based nature - of his Public bodies or entities cannot however present com- intervention. plaints against other bodies or entities of the same nature. A complaint that fails to respect the scope of the This is because the Ombudsman is a body intended to Ombudsman’s attributions will be preliminarily rejected. defend citizens against the exercise of public powers, There is also the possibility that the Ombudsman will against abuses practised by the Administration and other conclude that the complainant has access to acts of grace public powers, rather than a body designed to mediate or legal remedies, as specified in the law, and the com- institutional conflicts between these powers. On the con- plaint may therefore be forwarded to the competent body trary: a characteristic quality of his function and the pow- (article 32, no. 1 of the Statute). ers conferred to him is to foster initiatives of concertation If the complaint is neither preliminarily closed nor sim- and mediation, in an attempt to find, in collaboration with ply forwarded, a case will be opened (to be sequentially the competent bodies and services, the most suitable numbered) and the respective case will be opened by the solutions to protect citizens’ legitimate interests and to Department of the Ombudsman’s Office that has material improve administrative action (article 21, no. 1, paragraph competence in the issue in question. c) of the Statute). In all circumstances, a response will be provided to any- The Ombudsman is not bound by the complaint itself, one who contacts the Ombudsman. nor by the exact terms in which it is formulated. He may, The Ombudsman opens and resolves complaints via first and foremost, reject complaints that he objectively informal channels. In other words, the Ombudsman is not considers to be unsubstantiated; he may check facts and bound to rigorous procedural norms, nor to specific pro- make recommendations beyond the terms of the request; cedural norms in relation to the production of evidence or even, propose measures that stand in contrary to the (article 1, no. 1, and article 28, no. 1 of the Statute). Indeed, the Ombudsman frequently has recourse to telephone negotiations or organises meetings between the entities 4 Result of the constitutionally-established principle of equivalent treatment (article 15, no. 1, of the Constitution), the Ombudsman is an institution that addressed and complainants, in order to foster consensus is open to foreigners and stateless persons, regardless as to whether or not they have regularised their legal situation. and conciliation of the interests involved, and thereby 5 Recommendation no. 1/B/2010, of 3 February. resolve or overcome the dispute. 23  Another essential characteristic of the Ombudsman’s and is capable of doing so (article 25, nos. 1 and 2 of the activity is the speed with which complaints are processed. Statute). Suitable mechanisms and instruments are adopted in Specifically, citizens may send their complaints by let- order to ensure that the Ombudsman may respond ter, telephone or fax, and also by electronic means, by promptly to the question submitted to him - effectively filling in the specific form available at the Ombudsman’s and efficiently - and ensure its swift resolution. Internet site (http://www.provedor-jus.pt/queixa.htm). The Ombudsman is a cooperating control body, that They may also present their complaints in person, in the fosters prior hearings with the entities addressed, prior premises of the Ombudsman’s Office. to taking any position on the issue or formulating any In addition to the possibility of sending a complaint conclusions (article 34 of the Statute), listening to their directly to the Ombudsman, they may also be sent to arguments and permitting them to provide all necessary any official of the Public Prosecution Office, who shall clarifications in order to achieve a satisfactory resolution immediately forward them to the Ombudsman. (Article of the question, wherein the relevant public interest will 25, no. 3 of the Statute). be weighed against the right claimed by the citizen. When a complaint is incorrectly submitted, its replace- After opening the case, the Ombudsman may con- ment will be ordered (article 25, no. 4 of the Statute). clude that the complaint is unfounded, due to lack of due grounds, in which case the case will be closed, and the complainant will be informed of the reasons underlying 2.3. Other intervention powers of the Ombudsman this decision, highlighting the justice and legality of the position assumed (article 31, paragraph b) of the Statute). As specified above, the Ombudsman acts, as a general If the diligent proceedings associated to drawing up rule, after complaints have been presented by citizens the case demonstrate that the complainant has a well- (article 23, no. 1, of the Constitution and article 3 of the founded complaint, the case may still be closed - if the Statute). Nonetheless he may also act on his own initia- illegality or injustice has been redressed in the mean- tive (articles 4 and 24, no. 1 of the Statute), in response time (article 31, paragraph c) of the Statute). to facts that he becomes aware of by any other means, In other cases, unless measures are adopted to restore either via the media, or from alerts issued by a non-gov- legality or overcome the injustice cited in the complaint, ernmental organisations and reports from International the Ombudsman may make recommendations to cor- Organisations, or from his sensitivity in diagnosing more rect the illegal or unjust act, or the irregular situation problematic situations of national scope and also by (articles 20, no. 1, paragraph a), and 38 of the Statute). In the special acumen with which he analyses complaints other situations, he may make suggestions or formulate and withdraws the common denominator that resides proposals to the public powers, in order to restore the therein, classifying and analysing issues or questions legality of the act against which the complaint has been that require more in-depth analysis6. The Ombudsman filed. He may also, in less serious cases, of a one-off therefore has complete autonomy to act on his own nature, simply issue a warning to the body or service initiative, investigate, inspect, denounce irregularities against which the complaint has been filed or terminate and recommend alterations, aimed at improving public the subject with the explanations provided, in which services. In this context, the Ombudsman may guide his case the case will be closed (article 33 of the Statute). activity in order to prevent incorrect conduct by the pub- In this context, he does not have any coercive power, lic powers and instil an administrative culture, and also or power to make impositions or annulments. The force monitor the public authorities. of the Ombudsman’s intervention fundamentally resides In this context, the Ombudsman has the following in the power of persuasion and that which has been competencies: called «magistrature d’influence», i.e. the Ombudsman’s Ȓ7KH 2PEXGVPDQ PD\ UHTXHVW WKDW WKH &RQVWLWX- authority is moral and its effectiveness depends on tional Court declare the unconstitutionality or illegal- being demonstrably impartial and non-partisan. ity of any legal provisions, and also rule on cases of unconstitutionality due to a legislative omission (article 20, nos. 3 and 4 of the Statute, and articles 2.2.2. How to present a complaint to the Ombudsman 281, nos. 1 and 2, paragraph d), and 283, no. 1, of the Constitution); Complaints may be presented in writing or orally, ȒSRLQW RXW VKRUWFRPLQJV LQ OHJLVODWLRQ PDNH UHFRP- identifying the identity and address of the complainant mendations concerning its interpretation, amend- and, whenever possible, his signature. When presented orally, complaints are opened in the form of a record, 6 The Ombudsman may, in particular, after studying a complaint, analyse the dys- which the complainant will sign, if he knows how to, functional aspects of the respective system or sector of the Public Administration. 24  ment or revocation, or suggest the drafting of new leg- The field of women’s rights has constituted a very islation (article 20, no. 1, paragraph b) of the Statute); small proportion of the questions posed to the Ombuds- ȒLVVXHDQRSLQLRQDIWHUDUHTXHVWIURPWKH$VVHPEO\ man. It was therefore decided to remove this field from of the Republic, on any issue related to its activity; the framework of the Unit. The respective complaints (article 20, no. 1, paragraph c) of the Statute); will now be processed by the competent Department, in ȒSURPRWH GLVFORVXUH RI WKH FRQWHQW DQG PHDQLQJ RI function of the issue identified in the complaint. Without each of the fundamental rights and freedoms, as prejudice to this option, centralised monitoring of these well as the purposes of the Ombudsman, means topics was maintained by the Deputy Ombudsman, in of action at his disposal and how to appeal to him; order to make it possible to identify any specific inter- (article 20, no. 1, paragraph d) of the Statute); vention needs. ȒLQWHUYHQHLQDFFRUGDQFHZLWKDSSOLFDEOHOHJLVODWLRQ In terms of the activities to be pursued by the NCID, in the protection of collective or diffuse interests the Plan stated the following: whenever a public entity is involved. (article 20, no. Ȓ*XDUDQWHH DV KLWKHUWR DFKLHYHG WKH RSHQLQJ RI 1, paragraph and) of the Statute); cases and coordination of the specialised and free ȒEHDPHPEHURIWKH&RXQFLORI6WDWH DUWLFOHQR telephone hotlines; 2 of the Statute). Ȓ6HW WKH IRXQGDWLRQV DQG IRVWHU WKH DFWLYLW\ RI SUR- motion and divulgation of Children’s, Senior citizens’ and Disabled Persons’ rights, together with the role 2.4. Special projects – Creation of the of the Ombudsman in relation thereof; Children’s, Senior citizens and Disabled Ȓ*XDUDQWHH WKH EURDGHVW SRVVLEOH SDUWLFLSDWLRQ LQ Persons Unit (NCID) national events and presence in key international forums, together with cooperation with relevant 2.4.1. Restructuring of the Project unit via creation of national, foreign or international entities and organi- the NCID zations. Following approval of this plan, the NCID was set up 2009 was an atypical year, in terms of the Ombuds- and the Children Rights’ Hotline and Senior Citizens’ Hot- man’s work in the field of children’s, senior citizens’, citi- line were reactivated on 1 November 2009, resuming zens with disabilities and women’s rights. their regular functioning. On 16 July, the Project unit that had handled these Below we present several statistics and information in questions since 2004, was suspended for administrative relation to functioning of the Project unit and the NCID reasons. This obliged redistribution, across the different during 2009. Two key circumstances should be borne in areas of the Ombudsman’s Office, of all cases pending in mind when analysing this data: the Unit, together with interruption of the functioning of - the statistics provided in relation to the handling of the two specialised and free telephone hotlines that had cases are restricted to the activity pursued by the hitherto been coordinated by the Unit – the Children’s Project unit up until 16 July 2009, when it was sus- Messages Hotline (Children Rights’ Hotline) and the Sen- pended; ior Citizen’s Hotline (Senior Citizens’ Hotline). - the statistics concerning the activity of the Telephone In the last quarter of 2009, a restructuring and reor- hotlines have a «blank» period, between 16 July and ganization plan for the unit was approved. This plan 31 October 2009, corresponding to the period of time essentially involved substitution of the previous Project when the respective activities were suspended. unit by a new Children’s, Senior citizens and Disabled During this period, calls were handled by the other Persons Unit (NCID), reporting directly to the Deputy Departments of the Ombudsman’s Office. Ombudsman. The Ombudsman considered that these three cat- egories of potential complainants – children, senior citi- 2.4.2. The activity of the Project unit and of the NCID zens and citizens with disabilities – should continue to benefit from special attention within the scope of the 2.4.2.1. Children Ombudsman’s activity, specifically in view of the spe- cially vulnerable character of such citizens; the need for Over recent years there has been a downward trend specialized and multi-disciplinary knowledge for firm in the number of calls made to the Children Rights’ Hot- defence and promotion of their rights; and the objective line, due to the multiplicity of other governmental and to achieve close ties of cooperation with other govern- non-governmental entities and services that have been mental and non-governmental bodies that intervene in set up to defend and promote children’s and young peo- such issues. ple’s rights. 25  In 2009, in view of the shorter reference period and Hotline, such as the main age groups of the children in the inevitable impact of the suspension period on the question, together with the relation between these chil- overall statistics it is not possible to ascertain the precise dren and the complainants: evolution in the number of calls. The calls received and made were as follows: Received Carried Out Users Entities * 558 125 181 * This statistic includes both the entities identified in the complaints sent to the Children Rights’ Hotline and the entities with which the technical experts of the Children Rights’ Hotline sought collaboration. Age of the Child In terms of the main requests and questions posed, 17 to 18 Not identified the following thematic distribution was recorded: (14) (4) 13 to 16 0 to 3 (80) (42) Issues - Children’s Messages Hotline Information on 4 to 7 the Ombudsman (106) Information on (25) the Children Rights’ Hotline Economic 8 to 12 (28) hardship (24) (92) Parental liabilities (111) Other questions (165) Protection measures Relation between Complainant / Child (46) Not identified Parents Activity of Children (189) (142) and Young People’s Protection Commission (26) Judicial tutelage (45) Shelter Other Negligence Institutions Mistreatment (47) (40) (32) (41) Other family members Professional (81) (13) Community* The child (46) himself (40) In terms of processing of calls received, in the first instance this involved the provision of information (188), followed by forwarding of complainants to the compe- * neighbour, friend,... tent services (193) and, on certain occasion, by interme- diation between services (16). In more complex cases, that could not be resolved immediately, the opening of a formal case was proposed (15). In other cases, interven- tions were suggested that could not be framed within a specific category (146). It is also interesting to note several data identifying the main users and beneficiaries of the Children Rights’ 26 Procedural activity It is also worthwhile noting the participation of a tech- nical official from the Children Rights’ Hotline, for training The 20 cases opened in the field of children’s rights purposes, in the Training Course on Human Rights Educa- concerned the following questions: tion with Children, organised by the Council of Europe in Ȓ Shelter ................................................................4 Helsinki between 3 - 5 December. Ȓ Exerciseofparentalliabilities ............................4 Ȓ Negligence......................................................... 3 2.4.2.2. Senior citizens Ȓ Adoption ............................................................ 2 Ȓ School ................................................................. 2 In recent years, a rising number of calls have been Ȓ Mistreatment......................................................1 made to the Senior Citizens’ Hotline. In 2009, the incom- Ȓ Sexualabuse .......................................................1 plete reference period and the necessary effects of the Ȓ Exposuretodomesticviolence...........................1 suspension period meant that it was impossible to draw Ȓ Children’sRights..................................................1 precise conclusions on evolution in comparison with Ȓ Other ...................................................................1 2008. The following calls received and calls made were recorded: Promotion and dissemination Received Carried Out In 2009, the Children Rights’ Hotline pursued a strat- egy of divulgation of its activity, that was launched in Users Entities * the second half of 2008. In this context, new leaflets 1992 557 704 continued to be distributed to several Portuguese par- ishes (main urban centres and district capitals of the * This statistic includes both the entities identified in the complaints sent to Senior Citizens’ Hotline and the entities with which the technical experts of the Portuguese interior) and, with the collaboration of the Senior Citizens’ Hotline sought collaboration. Regional Health Directorates, posters were distributed to all Health Centres in Mainland Portugal and the Islands. In terms of the main requests and questions sent to the hotline, the following thematic distribution was recorded: Representation and cooperation at the national level In 2009, the Ombudsman designated one of the mem- bers of his Cabinet to join the National Children and Young People’s Protection Commission, under the terms Issues - Senior Citizen’s Hotline specified in article 2 of Decree-Law no. 98/98, of 18 April, thus securing representation in the Commission’s meetings7 Complaints* (63) Legal Information The NCID also guaranteed its presence in the «Think- (86) Health (259) ing Together Forum – The Law to the Word of Honour and Participation», organised by the Crescer-Ser Association, Other questions Households held in Lisbon, on 26-27 November and in the commem- (803) (161) orative event of the 50th anniversary of the Declaration of the Children’s Rights and the 20th anniversary of the Convention of Children’s Rights, held in the Assembly of Home Help the Republic, on 20 November. (152) International Relations Mistreatment (126) At the international level, the Ombudsman sent a rep- resentative to the Annual Conference of the European Abandonment Information (64) on services Network of Ombudsmen for Children (ENOC), of which it Pensions (124) Social solidarity (80) is a member. The event focused on the topic of «Supe- complement (76) rior Interest of the Child» and was held in Paris, between 23-25 November. *Noise, housing,... 7 Meetings convened for 23 November and 17 December. 27  As with the Children Rights’ Hotline, the Senior Citi- 2.4.2.3. Citizens with Disabilities zens’ Hotline also focused upon the provision of informa- tion (832), information and forwarding of complainants Procedural Activity to the competent bodies (353) and to simple forwarding to these entities (291). On certain occasions, there was The 25 cases opened in 2009 on issues related to per- intermediation between services and the complainant sons with disabilities focused specifically on the follow- (40). In more complex cases, that could not be resolved ing questions: immediately, opening of a formal case was proposed (4). Ȓ Teaching and special educational needs..... 10 In other cases, interventions were suggested that could Ȓ Parking ............................................................... 5 not be framed within a specific category (450). Ȓ Health ................................................................. 3 In terms of the relationship between the senior citi- Ȓ Employment ...................................................... 2 zens identified in the calls sent to Senior Citizens’ Hotline Ȓ Benefits .............................................................. 2 and the authors of the calls, there was the following dis- Ȓ Shelter Institutions ............................................1 tribution: Ȓ Other ...................................................................1 The Project unit participated in drawing up the Annual Report of the Ibero-American Federation of Ombudsmen (FIO), of which the Portuguese Ombudsman is a member, Relationship between Complainant / Senior Citizen and which this year addressed the issue of the Law on Persons with Disabilities. Community* (196) Not identified (389) Family members (522) Other (73) Services (43) The Person with Disabilities himself (759) * Neighbour, friend,... Procedural Activity The 28 cases opened in 2009 in the field of Senior citi- zens’ rights focused specifically on the following ques- tions: Ȓ Households ...................................................... 14 Ȓ Senior citizens’ rights .......................................4 Ȓ Mistreatment..................................................... 3 Ȓ Negligence......................................................... 2 Ȓ Health ................................................................. 2 Ȓ Home help ..........................................................1 Ȓ Other social benefits .........................................1 Ȓ Other ...................................................................1 28 THE OMBUDSMAN´S PROCEDURAL ACTIVITY  3.1. Statistical commentary on the global data Graph I Open cases 7000 13 10 18 13 6000 5000 4000 6727 6948 6731 3000 6364 Table 2 - Number of open cases 2000 Per written complaint 3514 1000 Per verbal/in person complaint 691 0 Per electronic complaint 2526 2006 2007 2008 2009 At the initiative of the Ombudsman 18 Total no. of open cases 6749 Due to a complaint At the Ombudsman’s initiative There was a continued upward trend in the use of e-mails. In 2009, 38% of complaints were sent via e-mail - a 10% increase in comparison with 2008. The number of cases organized in 2009 represented the second highest level ever recorded, after 2008. But Table 3 - Number of cases closed unlike the situation in 2008, when the number of cases declined over the course of the year (45% of the total Principal cases forwarded prior to 2007 85 were recorded in the second half of the year), in 2009 Principal cases forwarded from 2007 184 the downward trend persisted in the first half of the year, Principal cases forwarded from 2008 1090 but was followed by a significant increase in the second Sum of cases prior to 2009 1359 half of the year (55% of all cases). Cases opened in 2009 4575 Table 1 - Complainants in 2009 Total no. of cases closed in the year 5935 Total de processos arquivados no ano 5935 Natural persons 23 270 Corporate bodies 473 Table 4 - Number of pending cases as of 31 December Total no. of Complainants 23 743 Principal cases forwarded prior to 2007 49 Principal cases forwarded from 2007 84 Unlike the situation recorded in 2008, presentation of Principal cases forwarded from 2008 260 the same question by around 12,000 people led to a sig- Sum of cases prior to 2009 393 nificant increase in the number of complainants, appar- Cases opened in 2009 2174 ently marginalizing the relative presence of corporate bodies. Notwithstanding this fact, there was a 22% drop Total no. of pending cases 2567 in the number of complaints presented by corporate bodies in 2009, in comparison with 2008. 30  Graph II Due to the vicissitudes experienced during the year, including the evolution of the number of complaints recorded over the course of the year, a significant drop Cases - opened and closed was verified in the number of cases closed, with a cor- responding increase in the number of pending cases by 8000 the end of the year. 7239 6961 6893 6737 6749 6377 6384 Table 5 – Summary of trends in cases 5935 Total no. of cases forwarded from 2008 1753 Total no. of cases opened 6749 4000 Total no. of cases closed 5935 Cases opened and closed in 2009 *4575 Pending cases as of 31 December 2567 *Representing 67,7 % of the total number of cases opened The indicator, that has been recorded for many years, of the number of cases closed in the same calendar year 0 2006 2007 2008 2009 in which they were opened, recorded a significant drop, to levels similar to those recorded in 2006. Nonethe- less this indicator was significantly higher than the level Open Closed recorded at the time of the previous substitution of the Ombudsman. The fact, as stated above, that there was a major concentration of complaints filed in the second half of 2009, also implied a higher number of pending cases at the end of the calendar year, without this neces- sarily implying a greater time-frame for resolving pend- ing cases. The relevance of this factor can only be suit- Graph III ably measured during the course of 2010. Graph IV Evolution of the total number of pending cases on January 1 Grounds for closing a case Impossibility of adoption of any other procedure (M) 3000 1,4% Preliminary closing Lack of competency of the (A) 12,2% 2567 Ombudsman after opening Absence of grounds the case (L) (B) 30,0% 2500 3,0% Administrative Grounds (K) 0,7% 2000 1752 Request for inspection of 1682 constitutionality ( J) 0,0% 1500 Unresolved (withdrawal of the complaint) (I) 4,3% Forwarding (C) 1000 11,9% Unresolved (H) 1,0% Resolved with a recommendation 500 Unresolved that was (recommendation not complied with (D) complied with) (G) 0,2% 0,1% Resolved by the simple Resolved without the opening of the case (E) 0 Ombudsman’s intervention 23,3% 2008 2009 2010 (F) 12,0% N = 5936 31  Within the grounds registered for closing cases, there B) Evolution between 2005 and 2009 was a significant drop in the number of cases closed on 2005 2006 2007 2008 2009 a preliminary basis (around a 50% decrease), thereby implying a greater workload in opening cases and an Study rate 89,2% 85,4% 81,1% 77,1% 88,7% increase in the average duration of pending cases. Resolution rate 84,4% 88,9% 89,2% 88,1% 86,8% The aggregate total number of cases which were pre- Success rate 82,7% 87,5% 88,1% 86,1% 81,3% liminarily closed due to lack of grounds, has historically represented around 50% of cases opened (in 2008 it While the proportion of cases that were not suitably was 51,2%), but in 2009 was only 42,2%. resolved decreased, there was also a slight decrease in We can therefore conclude that, given the similar the number of cases that were favourably resolved and number of cases in comparison with 2008, there was a an increase in the number of cases that were forwarded, strong trend towards achieving conformity between the thus maintaining the resolution rate and delivering a 5% subject of the complaints and the scope of the Ombuds- decrease in the success rate. Nonetheless, the success man’s competency, while maintaining the proportion of rate remained above 80%, returning to a level similar to cases in which the Ombudsman considered that the for- that recorded in 2005. mulated objectives were unfounded. 1395 cases were resolved, with essential intervention Graph V from the Ombudsman, of which 12 involved a formal rec- Duration of cases closed in 2009 ommendation. Over two years Table 6 Between 2% 1 - 2 years A) Efficiency ratios of the Ombudsman’s intervention 5% Between 181 - 365 days Study rate (TPE – A – K) / TPE 89% 9% Up to 30 days 39% (D+E+F+J) / [TPA – Resolution rate 87% (A+B+C+K+L+M)] (D+E+J) / [TPA – Success rate 81% (A+B+C+F+K+L+M)] Between 31 - 180 days 45% TPE – Total no. of cases opened TPA – Total no. of cases closed N = 5935 32  The data presented above demonstrate that 84% Graph VII of the cases closed in 2009 lasted less than 6 months, wherein almost 40% of all cases were resolved in less than 1 month. Entities identified in the complaints At the end of 2009, it is possible to calculate the per- centage of cases opened in 2008 that received a final Indirect Administration decision in less than 12 months. This amount, which was and Administration in the Autonomous regions. 92,8% in 2008, rose to 94,7% in 2009, the highest level 12,9% since 2003, when this measure was first introduced. Azores Regional Administration Central Administration 0,7% 55,5% Graph VI Madeira Regional Administration 0,8% Subjects of complaints Local Administration 13,2% Independent bodies 9,2% Work, employment and Private and Foreign professional training Bodies Other 2% 7,7% 12% Penitentiary Issues 2% Social Security 16% Road Issues 2% N = 6917 Health 3% Nationality legislation 3% Public employment Territorial planning relationship In 2009 there was a decrease in the number of com- 9% 3% plaints against the Central Administration, with an Environment and natural resources increase in the number of complaints against independ- 3% Justice Administration ent bodies, Local Administration, Indirect Administration Urban planning and 9% housing 4% and Administration in the Autonomous regions. Education and teaching 3% Foreigners Tax affairs Graph VIII 5% 8% Financial affairs Consumer rights 6% 8% Distribution of complaints by Ministry N = 6911 Ministry of Labour and Social Solidarity Other 24,1% 4,9% Ministry of National Defence In terms of the subjects of complaints, there was a 1,7% Ministry of Finances and Public Administration significant drop in the number of cases associated to Ministry of the 23,3% Economy, Innovation Nationality issues, perhaps because several new com- and Development 2,0% plainants, who reside in the former Portuguese State of India, were aware of the recent approach to similar Ministry of Foreign Affairs complaints. The most frequent subject of complaints 4,8% was Social Security, which increased in both relative and Ministry of Health absolute terms. There was also an increase in the num- 5,7% ber of complaints associated to judicial delays, exceeding Ministry of Education Ministry of the number of complaints associated to Tax affairs. 9,4% Justice 12,9% Ministry of Internal Administr ation 11,1% 33  In 2009, the number of complaints concerning the Min- Graph X istry of Justice fell by 50%, in comparison with 2008, due to a significant reduction of complaints regarding Nation- Distribution of complaints against municipalities ality issues, as mentioned above. There was a switch of relative position between the Ministry of Labour and FUNCHAL 4.0% SINTRA LISBON 3.7% Social Solidarity and the Ministry of Finances and Public 10.0% LOURES 2.9% Administration. The Ministry of Agriculture, Rural Devel- OEIRAS opment and Fisheries disappeared from the list of minis- 2.2% AMADORA tries with the highest number of cases, replaced by the 1.8% Ministry of the Economy, Innovation and Development. V.N. DE GAIA 1.8% ODIVELAS 1.7% Graph IX OPORTO 1.7% ALMADA 1.6% GUIMARÃES Distribution of complaints by Ministry (excluding com- OTHER MUNICIPALITIES 1.6% plaints on the public employment relationship) 66.8% Amongst the municipalities with the highest number Other of complaints, it is important to note, in comparison with 10,0% Ministry of Labour and Social Solidarity 2008, increases for Funchal, Sintra, Amadora, Loures and Ministry of the Environment 26,6% and Territorial Planning Oeiras, and decreases for Oporto, Almada and Cascais. 1,4% Lisbon continued to be the municipality with the highest number of complaints, with around 10% of the total, as Ministry of the Economy, Innovation and Development in 2008. Ministry of Finances and Public 2,1% Administration 26,0% Graph XI Ministry of Education 3,9% Ministry of Health 4,3% Ministry of Justice Complaints against private and Ministry of Internal 13,9% foreign entities Administration 11,8% N = 6911 Foreign bodies Banks 2.4% 29.6% Other private There was a slight increase in the proportion of cases entities 16.3% associated to the public employment relationship, the majority of which, as usual, focused on the Central Insurance firms 6.9% Trade unions Administration and, to a lesser extent, on Local Admin- 0.4% istration. Also, as in previous years, the only relevant Health establishments impact of the failure to consider these complaints was 0.9% a lower level of complaints associated to the Ministry of Teaching establishments Education and Ministry of Health, and the virtual disap- 1.9% pearance of complaints associated to the Ministry of For- Other companies eign Affairs and Ministry of National Defence. 41.6% N = 534 34  There was a proportional decrease in the number Graph XIII of complaints that were preliminarily closed, and an increase in complaints filed against banking institutions and a decrease in the number of complaints filed against insurance firms. Type of corporate body complainant Graph XII Category of initial complainants Other Companies 38% in cases opened 1% Political parties 1% Workers’ committees Natural persons 3% 93.3% Professional associations 4% Associations Corporate bodies 22% Residents’ Committees 6.7% 7% Public bodies 6% Trade unions and Trade-union associations 19% 6730 Complainants N = 473 Discounting the effect of the widespread number of this form of questioning, it is possible to consider that complaints associated to the same issue, as referred to this data is consolidated, corresponding to a long-term above, there was a slight increase in the proportion of trend over time. complaints presented by corporate bodies. In relation to In terms of age range, the observation made in the the latter, there were notable modifications in the type previous Report remains valid, i.e. an almost two-thirds of corporate bodies filing complaints - with a significant majority of complaints were made by persons aged fall in the number of complaints presented by associa- between 30 and 59 years of age. Complainants in the tions and a correlative increase in the number of com- age range between 18 and 29 years, fell from 7% to 5%, plaints presented by companies or trade unions. compensated by an increase in the age group close to If one includes the data concerning the aforemen- retirement age, i.e. between 60 and 65 years (from 11% tioned concentration of complaints on the same issue, to 14%). 2009 was the first year in which the number of female The declared qualifications are higher than those complainants exceeded the number of male complain- recorded in previous years. 38% of respondents indi- ants, to a large extent (61% of female complainants). cated that they have higher education qualifications. Nonetheless, it would be unwise to attach too much Only 22% declared that their level of schooling was less importance to this statistic, given that if the data con- than Secondary Education (compared to 37% in 2007 and cerning the aforementioned concentration of complaints 25% in 2008). is eliminated, the proportion of female complainants falls In terms of the professional situation of respondents, by 20%. there was an increase in the number of unemployed A questionnaire was provided to complainants to complainants (9% of responses obtained, in line with which around 40% responded - as in 2008 - the vast the rising unemployment rate at the national level), the majority of whom were individual complainants. As in number of workers from the private sector (16%) and 2008, 70% of those who responded to the questionnaire retired persons/pensioners (26%). By contrast, there were presenting a complaint to the Ombudsman for the were fewer responses in which the complainant stated first time, wherein the proportion of persons presenting that he had a public employment legal relationship (from a complaint for the second time, amongst other indica- 13% to 10%). tors, was slightly lower (45%). Given the limitations of 35  Graph XIV No. of complaints by districts of the Portuguese mainland 2400 2200 2000 1800 1600 1400 1200 1000 800 600 400 200 0 o ja o re l o al eu eir ga ça co ra ra Far a ard ria bon o ort ém úba tel Be Bra gan ran mb Évo Lei leg Re Vis Av Lis Op tar Set Cas Coi Gu rta Vila Bra oB San tel Po do Cas na Via 2007 2008 2009 Graph XV Graph XVI No. of complaints from the No. of complaints with non-identified Autonomous Regions origin and from abroad 175.00 1000 131.25 750 87.50 500 43.75 250 0 0 Azores Madeira Non-identified From Abroad 2007 2008 2009 2007 2008 2009 In relation to the geographic distribution of complaints, The increase in the number of complaints sent by in absolute terms, and in the mainland, there were e-mail implied an increase of cases with unidentified increases in the districts of Lisbon, Braga, Coimbra, Faro, geographical origin. This trend is clearly visible in the Portalegre, Santarém, Setúbal, Viana do Castelo and number of complaints sent from abroad and the afore- Viseu, with the same number of complaints from the mentioned reduction of complaints associated to Nation- Azores. Madeira demonstrated a strong and sustained ality issues, sent from India. increase (30 more cases than in 2008, representing a 21% increase). 36 Table 7 - Complaints in function of the population The five highest amounts 2005 2006 2007 2008 2009 1 st Lisboa Lisboa Lisboa Lisboa Lisboa 2 nd Açores Santarém Açores Santarém Madeira 3 rd Santarém Açores Santarém Faro Santarém th 4 Setúbal Évora Setúbal Madeira Setúbal th 5 Faro Setúbal Faro Setúbal Faro Graph XVII Complaints per 10 000 inhabitants: districts and Autonomous Regions 11,0 10,0 9,0 8,0 7,0 6,0 5,0 4,0 3,0 2,0 1,0 0,0 o Be ga a nco ra ra o a ria bon gre o ém l telo al eu res ra eir ja anç Far ard Op úba Re Bra mb Évo Lei Vis dei Av Bra Gu Lis tale ort tar Set Cas Azo Bra Coi San Vila Ma g telo Por do Cas na Via 2007 2008 2009 Comparing the origin of complaints that led to cases latter case returning to the level recorded in 2007. In the to be opened by administrative area with the respective case of the latter district, this may signify a sustained resident population, the five administrative areas with the correction of the traditionally low level of complaints highest number of complaints recorded in 2008 persisted sent from this district. in 2009. The most notable factor was the increase in the The greatest drops were recorded in the districts of number of complaints from the Autonomous Region of Bragança, Évora and Guarda, but only in the latter case Madeira. did this represent continuation of a trend. In relative terms, the highest increases were recorded in Lisbon, Santarém, Madeira, Coimbra and Braga, in the 37  3.2. The Ombudsman’s Recommendations Rec. no. 6/A/2009 (Department 1) Entity addressed: Condeixa-a-Nova Municipal Council In 2009 15 Recommendations were formulated, of Subject: Territorial planning. which 9 concerned legislative alterations (Recommen- Next step: Complied with. dations B). Below we indicate the main Departments http://www.provedor-jus.pt/restrito/rec_ficheiros/ involved and the entities addressed identified in these Rec6A2009.pdf Recommendations (Mayors (7); Minister of State and Finances (2); University rectors (2). Recommendations B Recommendations A Rec. no. 1/B/2009 (Department 6) Entity addressed: Secretary of State of Public Rec. no. 1/A/2009 (Department 1) Administration Entity addressed: Santo Tirso Municipal Council Subject: Services provision contracts with the Public Subject: Environment. Noise. Administration. Next step: Complied with. Next step: Complied with. http://www.provedor-jus.pt/restrito/rec_ficheiros/ http://www.provedor-jus.pt/restrito/rec_ficheiros/ Rec1A2009.pdf Rec1B2009A6.pdf Rec. no. 2/A/2009 (Department 2) Rec. no. 2/B/2009 (Department 6) Entity addressed: Minister of State and Finances Entity addressed: Minister of State and Finances Subject: Alteration of the form of remuneration of Subject: Automobile civil liability insurance. Car savings certificates. accident. Total loss of the vehicle. Obligation to make Next step: Awaiting response (Reiterated) an indemnity payment. http://www.provedor-jus.pt/restrito/rec_ficheiros/ Next step: Complied with. Rec_2A2009.pdf http://www.provedor-jus.pt/restrito/rec_ficheiros/ Rec2B2009.pdf Rec. no. 3/A/2009 (Department 1) Entity addressed: Fafe Municipal Council Rec. no. 3/B/2009 (Department 6) Subject: Urban planning. Entity addressed: Rector of the University of Évora Next step: Complied with. Subject: Non-compliance with the deadline for http://www.provedor-jus.pt/restrito/rec_ficheiros/ payment of students’ fees. Late-payment interest. Rec3A2009(A1).pdf Next step: Complied with. http://www.provedor-jus.pt/restrito/rec_ficheiros/ Rec. no. 4/A/2009 (Department 6) Rec3B2009.pdf Entity addressed: DRELVT (Lisbon and Tagus Valley Regional Directorate of Education) Rec. no. 4/B/2009 (Department 6) Subject: Contract of association. Entity addressed: Santa Cruz Municipal Council Next step: No longer of utility Subject: Regulation on propaganda. http://www.provedor-jus.pt/restrito/rec_ficheiros/ Next step: No response. Rec_4A2009.pdf http://www.provedor-jus.pt/restrito/rec_ficheiros/ rec_4B09.pdf Rec. no. 5/A/2009 (Department 6) Entity addressed: Executive Board of the Pedro Rec. no. 5/B/2009 (Department 6) Nunes Secondary School with 3rd Cycle of Basic Entity addressed: Funchal Municipal Council Education. Supplementary Mathematics lessons for Subject: Regulation on propaganda. Year 9. Next step: Awaiting response. Subject: Education. Evaluation. Discipline of Mathematics. http://www.provedor-jus.pt/restrito/rec_ficheiros/rec5B09. Next step: Complied with. pdf http://www.provedor-jus.pt/restrito/rec_ficheiros/ Rec5_A_2009(A6).pdf 38  Rec. no. 6/B/2009 (Department 6) Recommendations complied with Entity addressed: Câmara de Lobos Municipal Council 13/A/2008 – Mayor of Mafra (Department 1) Subject: Regulation of advertising and other uses of http://www.provedor-jus.pt/restrito/rec_ficheiros/13A2008. public spaces. pdf Next step: No response. http://www.provedor-jus.pt/restrito/rec_ficheiros/rec6B09. Recommendations not complied with: pdf 4/B/2007 - Minister of State and Finances (Department 3) http://www.provedor-jus.pt/restrito/rec_ficheiros/Rec4B07. Rec. no. 7/B/2009 (Department 6) pdf Entity addressed: São Vicente Municipal Council Subject: Municipal regulation on affixing and 6/B/2008 – Minister of Finances and Public disseminating propaganda. Administration (Department 1) Next step: No response. http://www.provedor-jus.pt/restrito/rec_ficheiros/ http://www.provedor-jus.pt/restrito/rec_ficheiros/rec7B09. Rec6B08.pdf pdf 8/B/2008 – Minister of National Defence Rec. no. 8/B/2009 (Department 6) (Department 3) Entity addressed: Rector of the Technical University, http://www.provedor-jus.pt/restrito/rec_ficheiros/ Lisbon Rec8B08.pdf Subject: Non-compliance with the deadline for payment of students’ fees. Late-payment interest at 11/A/2008 – Mayor of Cascais (Department 1) the legal rate. http://www.provedor-jus.pt/restrito/rec_ficheiros/ Next step: Complied with. Rec11A2008.pdf http://www.provedor-jus.pt/restrito/rec_ficheiros/ Rec_08B09.pdf In relation to the 12 reiterated Recommendations, the situation, at the end of 2009, was as follows: Rec. no. 9/B/2009 Reserved (Department 5) Entity addressed: Minister of Justice Complied with – 1 Recommendation: Subject: Requests for transcription of birth certificates 4/B/2008 – addressed to the Ministry of the from the State of India. Environment, Territorial Planning and Regional Next step: Information was received that this will be Development. (Department 1) complied with. http://www.provedor-jus.pt/restrito/rec_ficheiros/ In 2009, several entities addressed complied with the Rec4B08.pdf recommendations formulated in 2009 and in previous years. Still to be complied with – 11 Recommendations: In relation to the 15 Recommendations made in 2009, 6 were complied with by the end of the year, and 1 was 1/B/2003 – Prime Minister (Department 6) in the process of assuring compliance (i.e. 46% of Rec- http://www.provedor-jus.pt/restrito/rec_ficheiros/Rec1b03. ommendations were complied with). pdf In relation to Recommendations from previous years, it is necessary to consider the Recommendations con- 3/B/2003 – Assembly of the Republic (Department 6) cerning cases that have diligent proceedings in course, http://www.provedor-jus.pt/restrito/rec_ficheiros/Rec3B03. and those concerning cases which have already been pdf closed, that the Ombudsman decided to reiterate to the Government after the October General Election, due to 9/B/2005 – Assembly of the Republic (Department 6) their ongoing utility and relevance. http://www.provedor-jus.pt/restrito/rec_ficheiros/rec9B05. pdf In relation to the former category, the situation at the end of 2009, was as follows: 1/B/2006 – Secretary of State of Education (UP) http://www.provedor-jus.pt/restrito/rec_ficheiros/rec1B06. pdf 39  3.3. Quantitative and qualitative analysis 9/A/2006 – Mayor of Póvoa de Lanhoso (Department 4) of complaints http://www.provedor-jus.pt/restrito/rec_ficheiros/ Rec9A06.pdf 3.3.1. Department 1 - Environment and natural resources, urban planning and housing, territorial 6/B/2007 – Secretary of State of Territorial planning and public works, leisure Planning and Cities (Department 1) http://www.provedor-jus.pt/restrito/rec_ficheiros/ Over the course of the year, 604 new cases were Rec6B07.pdf opened in this Department, corresponding to an increase in the number of complaints, in line with the trend 7/B/2007 – Assembly of the Republic observed in the other areas of the Ombudsman’s inter- (Department 6) vention. http://www.provedor-jus.pt/restrito/rec_ficheiros/ The Ombudsman continues to provide a unique con- Rec7B07.pdf tribution to the area of complaints related to urban and environmental issues, territorial planning and protect- 1/A/2008 – Secretary of State of Education ing cultural heritage, in which the bodies in question are and Secretary of State of Social Security (with the 278 municipalities of the Portuguese mainland and inconclusive response) (UP) the multiple decentralised services of the State and its http://www.provedor-jus.pt/restrito/rec_ficheiros/ public institutes. Rec1A08.pdf The main categories of complaints are associated to tolerance of noisy activities (1021), and building works 3/B/2008 – Minister of State and Finances (with (682). In both categories, the complainant frequently inconclusive response) (UP) invokes a breach of the law by third parties, which also http://www.provedor-jus.pt/restrito/rec_ficheiros/ represents, a breach of a simple direct and personal Rec3B08.pdf interest or right. By way of helping to ensure that legal- ity is re-established, the Ombudsman aims to redress 7/B/2008 – Secretary of State of Fiscal Issues the rights or interests that have been disrespected and (Department 2) worsened by the inertia of the administrative policing http://www.provedor-jus.pt/restrito/rec_ficheiros/ authorities. Rec7B08.pdf 1 Noise is imputed to various sources, in the following order: restaurant and bar establishments, industrial units, performance venues and street entertainment. 12/A/2008 – Portuguese Insurance Institute (Department 5) 2 The motivations include infringements of the General Regulation of Urban Buildings, approved by Decree-Law no. 38 382, of 7 August 1951, and munici- http://www.provedor-jus.pt/restrito/rec_ficheiros/ pal territorial plans, in terms of height and distances between urban buildings, rec12A08.pdf whose norms, in addition to landscape objectives, safeguard minimum levels of ventilation and natural exposure to sunlight, together with protection of the intimacy of family life. 40  Department 1 Although occasional improvements in application of Department 1 the General Regulation on Noise3 have been introduced construction works 68% and, on the other hand, publication of Law no. 31/2009, of 3 July, on the professional qualification of officials in other 112% use of buildings charge of urban-planning operations, finally terminated leisure 35% application of Decree no. 73/73, of 28 February, that 17% allotments almost all commentators considered to be inadequate, 19% administrative many aspects continue to generate reservations and, as rights of way 20% if often the case, stand far from the main focus of atten- water tion of legal doctrine and case-law. expropriations 33% 14% Another positive aspect is that urban and environ- mental policing measures are more frequently adopted, public domain either in the form of precautionary measures, e.g. sus- 82% pension of noisy activities or embargoes on building noise 102% works, or definitive prohibition, e.g. demolition, closure territorial of establishments or summary eviction. management 66% air 17% A cause for concern – given the respective trend – is salubriousness 19% the reference to several imperfections, dysfunctions and delays in the administrative system underpinning the New Regime of Urban Renting, as far as rent increases are concerned. Study of several complaints identified the need for special care in this regard. This seems to be an example of how computerization must continue In 2009 there was a slight decrease in the relative to bear in mind that the complexity and variety of situ- weight of urban planning-based complaints (from 38%, ations always exceeds expectations, and it is therefore in 2008, to 29,3%) and a substantial increase in environ- essential to remember that it is people who justify these mental complaints (from 27% to 31,3%) and territorial means, rather than their supposed infallibility. planning complaints (from 29% to 34,1%). Identification Another concern is the constitution of administrative of the topic of leisure (4,6%) – that has recorded grow- rights-of-way, in particular for transport and electricity ing relative weight over recent years – should be viewed distribution installations. The underlying business model in consideration of the fact that leisure activities have of the concessionaires, based on a consumer relation- assumed rising economic importance over recent years, ship model, seems to reveal difficulties in guaranteeing associated to tourism, hunting, angling, water sports and landowners’ rights and legitimate interests. recreational flying. 2008 2009 other other 5,6% 5,3% territorial urban planning territorial planning urban planning planning 38,3% 34,1% 29,3% 28,8% environment environment 27,3% 31,3% 3 Approved by Decree-Law no. 9/2007, of 17 January. 41  Department 1 The situation in the coastal zone is equally relevant, The Ombudsman formulated three recommendations: and originated a number of complaints, which although of one submitted to Condeixa-a-Nova Municipal Council, fairly small proportions, reveal issues of undeniable grav- explaining that the municipal plans for defence of forestry ity. The most representative situation is the accident that areas, given that they had been created without consid- occurred in the beach in «Praia Maria Luísa», in Albufeira. eration of territorial management instruments, could not As soon as a complaint was presented, the Ombudsman directly impose construction restrictions. A second rec- monitored the development of the measures adopted, ommendation, submitted to Santo Tirso Municipal Coun- even after public interest on the subject waned. cil, concerning the unjust imputation of noise inspection In June, several considerations were submitted to the Gov- expenses to complainants. Finally, the third recommenda- ernment on the National Agricultural Reserve, illustrated by tion was made to Fafe Municipal Council in order for it to the report of the inspection undertaken to the respective reconsider the impediment on architects to assume tech- bodies: regional committees and the national committee. At nical management of all and any building works. All three the end of 2009, the Ministry of Agriculture, Rural Develop- recommendations received a favourable response. ment and Fisheries was expected to issue a statement or On the other hand, it is important to register the favour- embrace the regulations of the new regime published as a able response, in 2009, to the recommendations formu- result of Decree-Law no. 73/2009, of 31 March. lated in 2008, in particular those submitted to the XVII There were two main impacts of the elections held in Constitutional Government, concerning the so-called 2009, in particular the municipal elections held on 11 Octo- anticipation of expropriation effects on grounds of non- ber, 2009. On the one hand many municipal executives, at declared public interest, and the fragility of the guarantees the end of their mandates, adopted measures that had been of persons subject to administrative acts, given the multi- suggested for a long time by the Ombudsman. Nonetheless, ple and differentiated normative framework of administra- many of the Ombudsman’s inspections were undermined, tive rights of way. The current Minister of the Environment even after the newly elected local officials had taken office. and Territorial Planning communicated her willingness to An additional obstacle to the inspections made by the consider the meaning and ambit of Recommendation no. Ombudsman’s Office, has been the profusion of business 4/B/2008 in the revision of the Law on Plots of Land, reg- structures linked to municipalities, thereby creating new istered in the programme of the XVIII Government. difficulties in terms of identification of competencies, a The Ombudsman constantly intervenes before the phenomenon which until now has been restricted to the public authorities in order to ensure a response to com- Central Administration. plaints that are considered to be well founded. The Defence and promotion of architectural and archaeo- results, sometimes after many years of persistence, con- logical heritage continues to have minimal expression tinue to constitute an important source of motivation. in the complaints presented. Nonetheless, the ongoing In this context it is worthwhile noting three exam- cases are fairly relevant. A paradigmatic example is the ples. The first concerns the unusual situation, of a set of case of the Church of Santo António de Campolide, whose acoustic barriers imposed by the Portuguese Railways confiscation by the State, on 8 October, 1910, means that Infrastructure Manager, REFER, EPE, against the wishes this listed building has still not received the improvements of a village in Garvão, in the municipality of Ourique. The and restoration works that are justified by its advanced local people have strong memories of sudden flooding state of degradation. Although the Directorate-General and consider that the barriers constitute a serious impedi- of the Treasury and Finances has lowered the proposed ment to the evacuation of residents. In the third year of price in order to sell the church to the religious fraternity the Ombudsman’s intervention in relation to various local to which use of the building has been ceded, this outlook and central authorities, a contract job has been put up for continues to imply an implicit recognition that the State public tender that will make it possible to adjust the pres- will not restore the building or contribute towards its reno- ence of the barriers to Civil Protection needs. The sec- vation. We have insisted on the need for restitution, free ond example concerns the restitution of the sanitation of charge, to the aforementioned religious fraternity, to tax that was unduly charged, obtained after nine years the benefit of the parish of Santo António de Campolide. of complaints made to Aveiro Municipal Services. This A total of three cases were opened at the Ombuds- situation proved to be extremely complex, in light of the man’s initiative. These correspond to situations where facts and the corresponding legislation, it was important consideration has been, and continues to be, made of to extend, until the ultimate consequences, reconstitution the need for legislative improvements: the legal regime of the preceding facts, which to a large extent was due to on noise, safety of the domestic supply of bottled gas the continued persistence of the Ombudsman. Finally, it is and articulation between the control of the legitimacy worth noting the eviction of an extremely noisy indus- of urban planning operations and property-based legal trial support unit that Lousada Municipal Council finally relations of condominium ownership. enforced after 11 years of complaints from neighbours. 42  Department 1 It is also worth noting that, in several cases, although On the other hand, the report focused on the pernicious the positions adopted by the Ombudsman before the ambiguity between invocation of the public interest and administrative authorities were not accepted, they were of the general or collective interest, leading to the loss of subsequently assumed by the courts, after the com- plots of land that are especially fertile in favour of hotel plainants, who had been forwarded to litigious proce- developments, dance halls, industrial units and large-scale dures, filed legal action4. commercial surfaces: «We hope that the provisions established in article 22, no. 1, paragraph f), by admitting industrial and commer- 3.3.1.1. Summary of several interventions by the cial establishments that are complementary to agricultural Ombudsman use – and, as such, qualified in Decree-Law no. 209/2008, of 29 October – observe increased attention in relation to Cases: P-16/03 and R-1675/09(A1) the need to sacrifice classified plots of land». Entity addressed: Minister of the Agriculture, Rural Furthermore the report reiterated the urgent need to Development and Fisheries accelerate land registration and increase cartography, in Subject: Territorial planning. Special Territorial Regimes. view of the past losses that have resulted from the incipi- National Agricultural Reserve. Non-agricultural uses. ent nature of registration and cartography: incorrect clas- sification of plots of land with less aptitude, while exclud- Summary: ing alluvial flood plains. On the basis of the inspection report of the bodies and Finally, reservations have been formulated in relation to services of the National Agricultural Reserve and in view the less thoughtful manner in which the new regime has of the need to enact regulation that will develop the new permitted enlargement of urban perimeters, in detriment legal regime, a series of reflections were submitted to the to the terrains of the National Agricultural Reserve. Minister of the Agriculture, Rural Development and Fish- Regulation of the new legal regime of the National Agri- eries, designed for him to reflect upon, all related to the cultural Reserve, considering the national imperative upon perspective of containing the reduction of the number of which it is based, should prevail «over municipal defini- plots of land classified for agricultural use and the excep- tions of public interest, which are necessarily fragmented tional norms that should be applied as such. and oriented towards local growth strategies». A note of concern was issued regarding the lack of knowl- For further details, consult the link. edge of the progressive non-agricultural use of a set of plots http://www.provedor-jus.pt/recomendafich_result.php?ID_ of land that, in 1975, corresponded to around 12% of the recomendacoes=446&&documento=Parecer territory of mainland Portugal. Between 2000 and 2003, the Ombudsman estimates that housing has been built in Case: R-3574/08 (A1) around 10,000 hectares of land classified within the National Entity addressed: Pombal Municipal Council Agricultural Reserve (which does not include, as a conse- Subject: Urban planning. Conservation of buildings. Urban quence, use for public works, golf courses, mines, etc.). renting. Public interest. The Ombudsman is concerned in relation to the legality of the favourable opinions for non-agricultural use, since Summary: the negative opinions are subject to hierarchical appeal or Alongside other similar complaints presented against litigious impugnation by the interested parties. various municipalities, a tenant complained that Pombal Special attention should be placed on the evidence filed Municipal Council refrained from obliging the property by non-farmers asking exceptional permission to build own owner to enforce extraordinary conservation works in a housing on grounds of extreme need, since this may corre- building at risk, and furthermore refrained from specifying spond to fraud against the law and create illicit enrichment. the necessary works. The inspection report described opinions that qualified In effect, Pombal Municipal Council considered that this extreme need at the margin of economic and social crite- was purely a private conflict, thereby relegating public inter- ria and other aspects – thus allowing the construction of est in the safety, salubriousness and aesthetics of buildings. buildings that are incompatible with the scarce earnings It was also pointed out to Pombal Municipal Council that invoked by the interested party. administrative discretionary power, which includes the possibility of coercive enforcement, may not be restricted to judgement of financial opportunity, and makes it neces- 4 This question can be elucidated by two judgements published in 2009: Judgement of the Supreme Administrative Court (STA), 1st Sub-Chamber, sary to understand motivations of prudent action. of 24.04.2008 (abstention from municipal eviction of a goat-farming estab- lishment, despite contagious spreading of brucellosis to neighbours – proc. In conclusion, the right of tenants to substitute property R4358/96) and Judgement of the Supreme Court of Justice (STJ), of 4.12.2008 owners of deteriorated urban buildings in order to perform (abstention from municipal eviction of a barbecue establishment because it was considered to be compatible with a trade license – proc. R4717/00). extraordinary conservation works, does not exempt munici- 43  Department 1 pal authorities from exercising their powers to oblige prop- Case: R-358/07 (A1) erty owners, apply sanctions and, when necessary, coer- Entity addressed: Fafe Municipal Council cively enforce orders, at the property owners’ expenses. Subject: Urban planning. Construction works. Technical Pombal Municipal Council responded to the complaint, management. Professional qualifications. and summoned the property-owner to carry out specified conservation works, drew up an administrative offence Summary: proceeding and considered the possibility of substituting A recommendation was made to Fafe Municipal Coun- itself as the property owner. cil - on the penalty of standing in breach of the law - that For further details, consult the link. it should not impede architects from assuming technical http://www.provedor-jus.pt/recomendafich_result. management of construction works, except in cases involv- php?ID_recomendacoes=447&&document=Anotation ing special complexity of structures. Technical management of works is not restricted solely Case: R-5935/07 (A1) to engineers, except exceptionally, on grounds that, in gen- Entity addressed: Cascais Municipal Council eral, fall within the concept of the specific acts of architects. Subject: Urban planning. Construction works. Demolition. Recommendation complied with. Legalization. Legally-bound power. For further details, consult the link. http://www.provedor-jus.pt/restrito/rec_ficheiros/ Summary: Rec3A2009(A1).pdf After Cascais Municipal Council refused to order the demolition of a specific building work that had been nei- Case: R-5392/08 (A1) ther licensed nor legalised, given that it was impossible to Entity addressed: Condeixa-a-Nova Municipal Council exclude, in absolute terms, the possibility that it might satisfy Subject: Territorial planning. Territorial management legal and regulatory requirements on safety, salubriousness instruments. Regulations. Municipal plans to defend forestry and aesthetics, the municipal authorities were informed that zones. Application. External effectiveness. the building’s situation could not remain undefined. In effect, after a long period of time, the interested party Summary: had never expressed its willingness to commence the Municipal plans to defend forestry zones against for- legalization procedure of the work. est fires are neither directly nor immediately binding for The Ombudsman informed the Municipal Council that persons subject to these administrative rules. – within the heterogeneous case-law of the Supreme A recommendation was made to Condeixa-a-Nova Administrative Court on the legally-bound or discretionary Municipal Council to revoke a negative prior information nature of the power of demolition – it is not sufficient to be concerning an allotment operation, due to direct and aware of the external features of the construction work in immediate application of the municipal plan to defend order to impede its demolition, it is necessary to be famil- forestry zones against forest fires. iar with the engineering projects, in particular the struc- In effect, these instruments - that stand at the margin tures and stability projects, which is not possible unless the of typical territorial management instruments and are interested party starts the legalisation procedure. not even published officially - cannot prevail, without As a consequence, if there is a lack of complete cer- further consideration, over municipal territorial plans, tainty that the construction work stands in conformity even to the point of altering the classification and quali- with all legal and regulatory requirements, Mayors should fication of plots of land. enforce demolition of clandestine works, after expiry of a The conclusions of the Recommendation were com- reasonable deadline conceded to the interested party to plied with. legalise the work. For further details, consult the link. In order to prevent the demolition of clandestine works, http://www.provedor-jus.pt/restrito/rec_ficheiros/ it is not sufficient to acknowledge that urban planning Rec6A2009.pdf parameters and coefficients enable its legalization. If the interested party, who has the obligation to prove the legality of the work, abstains from providing for legali- 3.3.2. Department 2 - Economic and financial affairs, zation, the Municipal Council will ignore the question of tax affairs, European funds, civil liability, betting, who is responsible for the structures and stability project public contracting and consumer rights and for exact compliance of these projects. For further details, consult the link. 2009 confirmed the trend recorded over recent years http://www.provedor-jus.pt/recomendafich_result. in relation to the rising number of cases processed by php?ID_recomendacoes=448&&document=Opinion this Department of the Ombudsman’s Office. 1179 cases 44  Department 2 were submitted - an all-time high - representing an of the universe of cases opened in this area in 2009 increase of 139 cases compared to 2008. (compared to 87% in 2008). There was nonetheless a The following table demonstrates the relative impor- considerable rise in the number of complaints on finan- tance of each thematic area (and sub-area) in this cial issues (rising from 10,1% to 16,8%) and a modest Department, in terms of the total number of open cases increase of complaints on consumer rights (rising from in 2009 - highlighting the problems that are most fre- 18,8% to 22,1%). quently subject to a complaint. It is also important to note the different sub-topics The core issues remain unaltered in terms of the evo- included within each of the three main topics identified lution/percentage of cases received on each subject by above, as shown in the following three graphs: this Department, in comparison with 2008. Tax affairs, consumer rights and financial issues represented 85% NO. OF CASES NO. OF CASES ISSUES ISSUES OPENED OPENED 1. ECONOMIC ISSUES 39 4. EUROPEAN AND NATIONAL FUNDS 64 1.1. Trade 11 4.1. Employment 12 1.2. Competition 5 4.2. Agriculture 31 1.3. Other Economic Activities /Professions 12 4.3. Education and Professional training 2 1.4. Various 11 4.4. Companies 5 2. FINANCIAL ISSUES 198 4.5. Miscellaneous 14 2.1. Banking community 166 5. CIVIL LIABILITY 58 2.2. Insurance 18 5.1. For provision of public services 17 2.3. Capital market 8 5.2. For exercise of administrative activity 2 2.4 Various 6 5.3. For miscarriage of correspondence/baggage 12 3. TAX AFFAIRS 545 5.4. For accidents 20 3.1. Personal Income Tax (IRS) 125 5.5. Miscellaneous 7 3.2. Corporate Income Tax (IRC) 14 6. BETTING 2 3.3. VAT 31 7. PUBLIC CONTRACTING 13 3.4. Municipal Property Tax (IMI) 65 7.1. Public tenders 12 3.5. Municipal Property Transfer Tax (IMT and Sisa) 37 7.2. Miscellaneous 1 3.6. Stamp Duty 17 8. CONSUMER RIGHTS 260 3.7. Inheritance and Donation Tax 1 8.1. Water 56 3.8. Municipal Contribution 6 8.2. Post office 11 3.9. Automobile Tax and Vehicle Tax 10 8.3. Electricity 34 3.10. Municipal Vehicle Tax and Single 8.4. Gas 17 8 Circulation Tax 8.5. Internet 11 3.11. Customs duties 3 8.6. Advertising 2 3.12. Duties and tariffs 28 8.7. Telephone 37 3.13. Land registration and evaluations 29 8.8. Television 10 3.14. Tax benefits 7 8.9. Transport and communication routes. 56 3.15. Complaints, impugnations and appeals 2 8.10. Tourism 3 3.16. Fiscal enforcements 115 8.11. Miscellaneous 23 3.17. Fiscal infringements 16 3.18. Miscellaneous 31 TOTAL 1179 45  Department 2 Tax affairs Consumer rights Other Miscellaneous 7% Personal Income 10% Water Fiscal infringements Tax (IRS) 21% 3% 23% Tourism 1% Fiscal Corporate Income Enforcements Tax (IRC) 21% 3% Post office 4% Transport and com- munications routes 22% Tax benefits VAT 1% 6% Electricity 13% Land registration and evaluations 5% Municipal Property Tax Television Duties and tariffs (IMI) Gas 4% 5% 12% 7% Municipal Property Municipal Vehicles Tax Transfer Tax (IMT and (IMSV) and Single Circulation Sisa) Telephone Internet Tax (IUC) 7% 14% 4% 1% Stamp Duty 3% Automobile Tax (IA) and Municipal Vehicle Tax (ISV) Contribution 2% 1% An «old tradition» was revived in 2009: cases related PT Communications, S.A. to the Ombudsman, which has to Personal Income Tax (IRS) (questioning the applica- made it possible to resolve the vast majority of problems tion of norms on tax incidence, personal tax allowances, submitted by citizens, swiftly and informally. problems of settlement and reimbursement, etc.) consti- The same is true for cases related to provision of the tuted the leading category of tax-related complaints. In public electricity supply service (see the graph on Finan- 2008, exceptionally, the most frequent type of complaint cial issues). was related to fiscal enforcement but, after consolida- In 2009, as seen above, the area of financial issues tion of several procedures of the tax administration, in represented its highest-ever percentage, in relative drawing up enforcement proceedings and alteration of terms, in this thematic group. The above Graph highlights several other procedures in this framework (on several the Banking issues that led the highest number of citi- occasions after the Ombudsman’s interventions), prob- zens to complain to the Ombudsman. lems related to fiscal enforcement stabilized, with a It is important to state that 84% of the cases opened slight decrease in the number of complaints on this issue. on Banking issues resulted from 166 complaints, which, Questions related to Municipal Property Tax (IMI) and as a general rule, concerned the activities or omissions the Municipal Property Transfer Tax (IMT) are the next of the Bank of Portugal - as the supervisory authority most frequent type of complaint (see graph on consumer for the sector - and of the Caixa Geral de Depósitos, SA.2 rights). Problems submitted to the Ombudsman by users of public transport and communication routes (mainly motorways) were the most frequent in 2009, in the cat- egory of consumer rights issues, followed by questions related to users of the essential public water supply ser- vice. In 2008, these were also the two most important sub-issues in the topic of consumer rights, although their relative importance inverted in 2009. The most evident increase in complaints was related to provision of the telephone service1. This fact is not however a cause for major concern for the Ombuds- man, in light of the excellent collaboration provided by 1 Fixed telephone service provided by PT Communications, S.A., given that mobile phone operators and other fixed telephone service operators are of 2 No complaint against private credit institutions was included in the numbers a private nature and do not have any special responsibility to provide the presented, given that, due to their private status, they stand outside the telecommunications universal service, for which PT is the concessionaire, framework of the Ombudsman’s intervention and complaints received in rela- and wherein, on these grounds, its activity is subject to supervision by the tion to their activity are preliminarily closed, and not therefore distributed to Ombudsman. the Departments. 46  Department 2 an earnings calculation formula - for the purposes of Financial issues determination of the right to attribution of these bonus Miscellane- allowances - which also, but not necessarily, would be ous Capital 3% similar to that established in the regime for access to the market 4% «Porta 65» Programme (Renting by young people), or by Decree-Law no. 245/2008, of 12 December, that defines Insurance the relevant annual income to be considered in relation 9% to the activities of freelance workers, for the purposes of setting the amount of social security benefits. In response, the Minister of State and Finances informed the Ombudsman, on 18 September, 2009, and summariz- ing his response herein, that the Government was aware of the need to find a solution that would minimise the problem that had arisen, and is currently considering/ preparing a legislative initiative in order to establish the definition of relevant annual income in the field of the Banking community 84% activities of the freelance workers, for the purposes of attribution of bonus allowance classes. Notwithstanding this response, the case was opened in order to acquire greater knowledge of the details of 3.3.2.1. Summary of several interventions by the the legislative alteration in question, together with the Ombudsman specified date for its entry into force. A response to these questions was still pending at the end of 2009. Case: R-6522/07 (A2) Entity addressed: Minister of State and Finances Cases: R-838/08 (A2); R-3084/08 (A2) and R-386/08 (A2) Subject: Financial issues. Special low-interest mortgage Entity addressed: Minister of State and Finances credit for housing. Calculation of earnings of freelance Subject: Financial issues. Alteration of the form of workers. remuneration of savings certificates. Summary: Summary: Over 50 complaints were presented to the Ombuds- The Ombudsman received numerous complaints from man from beneficiaries of special low-interest mortgage private individuals who had subscribed to savings cer- credit for housing, because they had been included in a tificates and considered that their interests had been lower allowance category than that which they had pre- undermined by publication of Administrative Rule no. viously held, or even excluded from the entitlement to 73-B/2008, of 23 January, that altered the form of remu- receive any bonus allowance, without any alteration in neration of these securities. Until that time the respective their earnings or composition of their family household remuneration was determined by the formula «0,80 x that could justify such a change. TBA» (TBA=annual base rate), as defined by Administra- After processing these complaints, it was possible to tive Rule no. 743-A/2006, of 31 July. This had now been ascertain that this had taken place because of the new changed to only «0,60 x TBA» (TBA=annual base rate). interpretation of the concept of «gross income» of free- After drawing up the case, Recommendation no. lance workers, implemented as a result of Administrative 2/A/2009, of 20 January, was sent to the Minister of Rule nº 827-A/2007, of 31 July, for the purposes of attribu- State and Finances, stating the following: tion of bonus allowances, which proved to cause unjusti- a) For B series savings certificates that were within their fiable damage to the interests of these beneficiaries. legal guarantee periods on the date of entry into force In effect, as a result of this alteration, the concept of com- of Administrative Rule no. 73-B/2008, of 23 January, the mercial or industrial, professional gross income not only interest rates that holders had been entitled to up until the includes earnings, but also expenses incurred in exercise of end of that guarantee period should be maintained; professional or business activity (e.g.: acquisition of work b) A clarification should be provided concerning the pre- instruments, payment of salaries and rents, acquisition of cise guarantee period referred to in article 8 of Decree- raw materials, acquisition of goods intended for resale). Law no. 172-B/86, of 30 June. The current Ombudsman, in the wake of efforts pur- For further details, consult the link. sued by his predecessor, reiterated to the Minister of http://www.provedor-jus.pt/restrito/rec_ficheiros/ State and Finances the need to consider adoption of Rec_2A2009.pdf 47  Department 2 Case: R-3015/09 (A2) 3.3.2.2. Sample cases that illustrate best practises Entity addressed: Institute of Housing and Urban Rehabilitation Case: R-1383/09 (A2) Subject: European and national funds. «Porta 65»-Young Entity addressed: CARRIS – Companhia de Carris de Ferro de People Programme. Non-renewal of support. Debt-to- Lisboa, S.A. and others Income ratio. Maternity allowance. Subject: Consumer rights. Transport. Guarantee period of Lisboa Viva cards also applying to substitution cards. Summary: Summary: A complaint was presented after rejection of a request The contacts made by the Ombudsman with CARRIS for renewal of financial support, formulated within the and OTLIS (Transport Operators of the Lisbon Region) framework of the «Porta 65» Young People programme, made it possible to ensure that the established guar- on grounds of insufficient earnings stated in the annual antee period for new Lisboa Viva cards would also be earnings declaration that the complainant had presented extended to substitution cards, in the event of a techni- with reference to 2008, in which the beneficiary had cal fault. received a maternity allowance. Under the terms of applicable legislation on the sale of Indeed, although the amount paid to the beneficiary consumer goods and respective consumer guarantees, was identical to that which would have been earned in a 2-year guarantee period is guaranteed for Lisboa Viva a normal working regime, the fact that these earnings cards. are not covered by any tax incidence norm in terms of However, in cases in which such cards needed to be Personal Income Tax (IRS), meant that they were not substituted as a result of technical faults, the start of the included in the annual tax return presented in 2009, guarantee period for the new substitute cards was back- attached to the application. dated to the date of issue of the original cards that they As the Institute of Housing and Urban Rehabilita- substituted. tion (IHRU) subsequently clarified, for the purposes of This situation naturally implied a shorter guarantee concession/renewal of financial support, calculation of period for the substitution cards, with consequent losses the earnings of the candidate/beneficiary only consid- for public transport users, who are thereby obliged to ers taxable earnings in the categories A, B and H, i.e. bear the inherent charges associated to the acquisition excludes all other earnings – e.g. maternity allowances of a new card at an earlier date. - which are not subject to taxation. The Ombudsman therefore drew the transport opera- This fact implied, in the specific case in hand, that tors’ attention to the fact that Decree-Law no. 84/2008, the maximum permitted debt-to-income ratio of 60% - of 21 May, clarified that substitute goods, i.e. those which stipulated in applicable legislation - was exceeded, given substitute goods that have presented non-conformities that payment of the rent due on the property, implied in the framework of the respective guarantee period, excessive allocation of this expense within the family benefit from a new guarantee period counted from the household’s monthly income. date of their delivery. Given the understanding that this legal solution stands As a result, OTLIS communicated that, from 1 December in conflict with constitutionally-enshrined rights, such as 2009, a new 2-year guarantee period would be granted equal treatment for citizens and the need for protection from the delivery date of the substitute Lisboa Viva card. of maternity rights, the Ombudsman drew attention to This situation constitutes an undeniable improvement in the need to alter this programme’s legal regime, in order the guarantees provided to the consumers covered by to permit other means of proof of candidates’ earnings, this measure. in addition to their annual Personal Income Tax (IRS) Diligent proceedings were then pursued in relation to return and stock exchange evidential documents. TIP – Oporto Intermodal Transports, for the purposes of This orientation was received by the Secretary of State consideration of application of an identical solution for for Territorial planning and Cities and will be consecrated, the cards used in the collective transport systems of the amongst other alterations, in the legal diploma that will Oporto region. revise the legal regime of the «Porta 65» Young People programme, as a result of which consideration will be made, for the purposes of gross monthly income, of the candidate’s social benefits, e.g. maternity allowance, in order to make it possible to consider all earnings received by the candidates for the purposes of complying with the legal requirement of the debt-to-income ratio. 48  Case: R-2014/09 (A2) After being questioned by the Ombudsman, the entity Entity addressed: INDAQUA Matosinhos – Gestão de Água addressed clarified that in this specific case, suspension de Matosinhos, S.A. of the service was due to a delay by the user, to whom Subject: Consumer rights. Water. Billing. Interruption of prior notice had been sent by standard mail. water supply. Prior notice. Onus of proof. It was then emphasized that, in accordance with the provisions established in no. 1 of article 11 of Law no. Summary: 23/96, in the wording given by Law no. 12/2008, of 26 A complaint was received in the Ombudsman’s Office February, the service provider is responsible for proving against INDAQUA Matosinhos – Gestão de Água de all facts related to compliance with its obligations and Matosinhos, S.A., concessionaire of the water supply development of diligent proceedings arising from provi- service in the municipality of Matosinhos, due to alleged sion of the services specified within that legal diploma. In suspension of supply of the service without prior notice. this context, the management body admitted that it did Under the terms of the provisions established in not have sufficient elements for this purpose. article 5 of Law no. 23/96, of 26 July, that established Hence, in order to avoid repetition of identical situ- several mechanisms in the legal framework intended ations, INDAQUA decided to send the prior notice of to protect users of essential public services - such as suspension by registered mail, and also restitute to the the water supply service – the service can only be sus- complainant the amount that he had already paid for pended after the user has been warned, in writing, with resumption of the water supply. minimum prior notice of 10 days in relation to the date Given that a favourable result has been obtained for on which the service is to be suspended, wherein the the complainant and for INDAQUA’s other clients, by rapid management body, in addition to providing a justifica- and informal means, and INDAQUA was convinced of the tion for the grounds of suspension, must include infor- need to adapt its procedures, related to issuing a prior mation in the notice concerning the means available to notice for suspension, to the more stringent require- the user to avoid disconnection of the service and for ments of Law no. 23/96, it was decided to close the case. subsequent resumption of the service. 49  Department 3 3.3.3. Department 3 - Social affairs: work, social about senior citizens’ social establishments (above all in security and social housing relation to private homes in an alleged irregular situa- tion). Finally, the largest category of complaints contin- 1100 cases were distributed to this Department1. ued to be associated to long-term benefits (old age and Social Security is the largest single group with 89% of invalidity pensions) and problems related to registration, the total, Labour legislation is the second-largest group contributions/quotas and debts, whether in terms of the of complaints, representing 9% of the total, and finally, general social security regime, or in terms of the social complaints related to Social Housing correspond to 2%. protection regime for State employees. Within the aggregate total of Social Security com- plaints, 61% were related to social security regimes, 25% Social Security concerned the social protection regimes of State employ- In regard to Social Security complaints (in the broad ees and 3% concerned work accidents and professional sense of the term), the intervention of the Ombudsman’s illnesses. Office focused on: errors and delays in the attribution of The following table, provides a breakdown of the social benefits; lack of grounds for rejection decisions, main issues for which complaints were presented (Social termination or suspension of benefits; errors in registra- Security): 2008 2009 Old age, invalidity and survival 38% 34% pensions Unemployment, sickness and parental 19% 23% benefits Social security registration, Social Security 24% 21% contributions and debts Regimes 2009 (61%) Insertion social income, 2008 (68%) 9% 12% Social action and legal aid Family Benefits 6% 5% (e.g. family allowance) SOCIAL SECURITY 2009 (89%) Social establishments and other 2008 (91%) 4% 6% services Retirement due to old age 69% 65% Retirement due to invalidity 7% 7% Civil Service Social protection Registration, quotas, debts, regimes 16% 19% Counting of time of service 2009 (25%) 2008 (29%) Death benefits 4% 5% Other pensions (price of blood, relevant services, etc.) 4% 4% and other benefits The breakdown of Social Security-related complaints is tion of remuneration and calculation of career activity broadly unaltered in comparison with 2008, maintaining that contributes towards time of service (relevant for practically the same relative weight of each sub-issue. It access and calculation of benefits); incorrect imputation of is nonetheless important to emphasize a slight increase contributions owed and coercive payment; delays in resti- of complaints in relation to immediate social benefits, tution of unduly paid contributions; deficiencies in appli- unemployment benefits and sickness benefits and citi- cation of the social security computing system; absence zenship social protection benefits (in particular social of a statement, or insufficient or inadequate informa- action and insertion social income). On the other hand, tion provided to the interested parties; absence of social there was a slight increase in the number of complaints action technical officials in several district centres of the Institute of Social Security, IP; operating conditions of senior citizens’ social establishments; problems related 1 This number includes cases redistributed to this Department after they had been drawn up. to the articulation between the services of the Institute 50  Department 3 of Social Security, IP – either between district centres or social vulnerability: delays by the local authorities (or with the National Pensions Centre, or between these and by municipal management companies responsible for the central services of the Institute in question – and, also, municipal councils’ real estate assets) in appraisal of problems of articulation between the Institute of Social requests for attribution of social housing dwellings or Security, IP, the Institute of Computing, IP, the Institute of rejections of such requests. Attribution of social housing Financial Management of Social Security, IP and the Civil dwellings is limited from the outset by the availability of Servants Pension Scheme, IP (in the latter case, within the such dwellings and evaluation and ranking of priorities (in framework of unified pensions, in which there must be accordance with specific criteria, in particular: the number joint and obligatory intervention by the National Pensions of members included within the applicant family house- Centre and the Civil Servants Pension Scheme); classifica- hold; whether or not there are minors, senior citizens or tion delays of disabled persons in the Armed Forces. disabled persons in the family household; total earnings generated by the members of the family household). In Labour Legislation such cases, the Ombudsman’s Office will consult the enti- The field of Labour Legislation, that encompasses ties addressed, aiming to guarantee that the situations for labour, employment and professional training issues, which complaints have been filed are duly evaluated and recorded a slight increase in relation to the previous year ranked by the respective local authorities, in accordance (6% in 2008), above all due to complaints in relation to with the priority arising from the gravity of the specific actions or omissions of the Work Conditions Authority, cases in question. Several situations for which complaints and delays of the Institute of Employment and Profes- have been filed are thereby clarified or resolved or, at sional Training, IP for issue and revalidation of trainers’ least, are signalled for the purposes of re-appraisal in the Teaching Aptitude Certificates (CAP). future, in the event that suitable social housing dwell- In terms of complaints in this field (also considering ings become available. Several successful interventions those related to employment and professional train- by the Ombudsman’s Office should be noted, above all ing), the intervention of the Ombudsman’s Office was in cases of family households with minors suffering from specifically related to: breach of workers’ rights and of serious chronic illnesses, for whom the salubriousness of the rights and guarantees of workers’ representation the housing is a pre-requisite for their health and survival. structures (workers’ committees and trade-union asso- In terms of the entities most frequently cited within ciations), by employers2; omissions in the issue of a the total complaints distributed to the Department, the statement and delays in implementation of inspections main entities continued to be the Institute of Social Secu- or in drawing up cases for labour-related administrative rity, IP (53%), encompassing in particular, the district offences by the Work Conditions Authority; a delay by centres (27%)3 and the National Pensions Centre (19%). the Institute of Employment and Professional Training, IP The other main entities against which complaints were either in terms of the issue and revalidation of trainers’ filed were: the Civil Servants Pension Scheme, IP (23%), Teaching Aptitude Certificates (CAP), or in the definition the Ministry of Finances and Public Administration (4%), of a regulatory framework for registration, cancellation, the Institute of Employment and Professional Training, IP suspension and re-registration in job centres. (4%), the Ministry of Labour and Social Solidarity (3%), the Ministry of National Defence (3%), the Work Condi- Social Housing tions Authority (3%) and the Institute of Financial Man- In the field of Social Housing, the interventions of agement of Social Security, IP (2%). the Ombudsman’s Office were based essentially on In 2009 two legislative recommendations were reit- complaints related to lack of suitable housing for fam- erated: ily households in an alleged situation of economic and a) Recommendation no. 4/B/2007, addressed to the Secretary of State Adjunct and of the Budget, which focused on two distinct questions: termination of the 2 Considering, on the one hand, that the Ombudsman cannot intervene, as a general rule, in relation to private entities (e.g. private sector employers), attribution of the Lifelong Benefit (specified in Decree- and, on the other hand, there is a supervisory authority in the Portuguese legal framework that has special responsibility for evaluation and inspection Law no. 134/79, of 18 May) by the Civil Servants Pension of compliance with Labour legislation – Work Conditions Authority (ACT) – the Scheme, IP; and relevance of the time of service provided Ombudsman’s Office takes special care to initially forward complainants to that body, in order to ensure that it may and should exercise its competen- in the former Public Administration of the Overseas Terri- cies in this field and, where appropriate, open labour-related administrative offence proceedings that prove to be necessary. The Ombudsman’s Office is tories in the scope of the unified pension, through altera- reserved the right to make a subsequent appraisal of any eventual unjustified tion of Decree-Law no. 361/98, of 18 September4; delay in the activity/intervention of the ACT or in the event that the complain- ant does not agree with the position adopted by the latter in relation to the subject of the complaint. Notwithstanding this fact, the Ombudsman’s Office will always denounce directly to the ACT the most serious situations detected 3 The district centres that received the highest number of complaints were Lis- in complaints received and subsequently monitor the treatment given to them bon, Oporto, Setúbal, Faro and Aveiro (in that order). by this entity, evaluating the respective final decisions. 4 For further details, consult the link: http://www.provedor-jus.pt/restrito/rec_ficheiros/R4111_06.pdf 51  Department 3 b) Recommendation no. 8/B/2008, addressed to the entities addressed (e.g. telephone contact, fax and e-mail). Minister of National Defence concerning the problem of This activity has been possible, in particular, with technical counting the period of imposed registered leave, for the officials who serve as interlocutors in the district centres of purposes of retirement or pensions5. the Institute of Social Security, IP, in the National Pensions On the other hand, Administrative Recommendation Centre and in the Civil Servants Pension Scheme, - i.e. in no. 7/A/20086 was accepted by the Secretary of State the entities that receive the highest number of complaints of Education, aimed at correcting the procedures of the distributed to this Advisory Services Department. Ministry of Education’s Services in application of the Informal drawing up of cases avoids the inherent regime of accidents in service (Decree-Law no. 503/99, delays associated to exchanging correspondence, which of 20 November) and qualification of the specific case is often unfruitful. Or, in the event that formal consulta- cited in the complaint as an accident in service. tion of the Administration is justified, or it is necessary In 2009, two cases were also opened in this Depart- to formulate a suggestion, observation or recommenda- ment, at the Ombudsman’s initiative: tion, prior informal contacts make it possible to retrieve a) One case aimed to resolve a legal loophole that suitable elements in order for the Ombudsman to take generated a lack of social protection for unemployed a position. persons who, between the date of termination of their Many of the complainants’ objectives were satisfied employment contract and presentation of the request for in this manner. Or, in other cases, after concluding that unemployment benefit are confronted with a situation of there were insufficient grounds for the complaint, infor- illness (temporary incapacity for work), given that, under mal contacts make it possible to ensure that clarification these circumstances, they are barred access from both to the complainant is swift and well-founded, thereby unemployment benefit and sickness benefit. A hearing ensuring a pacific solution, in the majority of situations, was conducted with the Secretary of State for Social for the relationship between citizens (complainants) and Security, and we await a response7. the Administration. Explanation is also a key character- b) In the other case, the issue in question was the istic of this Department’s intervention. When confronted competency of the Work Conditions Authority (ACT) to with the diversity and complexity of the set of norms inspect compliance of labour norms by public bodies (in associated to the attribution of social benefits and the this case public business entities and public institutes) administrative procedures of services, many citizens when the labour contracts established with the respec- (above all those with a lower level of education) feel tive workers are governed by the Labour Code and unprotected, mistrustful and angered, because they complementary legislation. A hearing was conducted don’t understand the reason for rejection or termination with the Inspectorate-General for Work, and we await of a specific social benefit or the refusal of any other a response. form of social support. In these cases, after drawing up It is important to note that a large proportion of com- the case and checking the regularity and legality of the plaints submitted to this Department involved rapidly decision of the services in question, the Ombudsman’s evolving social situations, thus requiring, a fortiori, swift Office takes special care to explain the grounds underly- handling in order to ensure that the desired useful effect ing the decision and the applicable legal regime or, when and the social right in question is duly and promptly guar- appropriate, will forward the complainant towards any anteed. In effect, in relation to complaints on access to other suitable social response for this issue. unemployment, parental or sickness benefits, to family On the other hand, drawing up the cases cannot be allowance, to insertion social income, to the social com- restricted to providing a clarification and resolution of plement for senior citizens, old age or invalidity pensions the specific and individual situation of the complainant. (in particular, social pensions) or the situation of elderly When appropriate, the Administration is contacted in people, it is easy to understand that this involves situa- order to ensure that an identical procedure is adopted in tions of social emergency that are often linked to the other similar situations to that of the complainant (e.g. immediate economic subsistence of the complainants adoption of technical guidelines by the Institute of Social and respective family households. As a result, emphasis Security, IP in order to harmonise and standardise pro- is placed, whenever possible, on drawing up cases infor- cedures in the respective district centres). Or, in other mally - through recourse to rapid means of consulting the cases, the Ombudsman, if he considers that an alteration to the law is just and appropriate, will suggest or rec- 5 For further details,, consult the link: ommend to the Government the adoption of legislative http://www.provedor-jus.pt/restrito/rec_ficheiros/R565_08.pdf measures to this effect, in order to achieve better pro- 6 For further details, consult the link. www.provedor-jus.pt/restrito/rec_ficheiros/Rec7A08.pdf tection of specific social rights. In effect, by virtue of the 7 Question processed within the scope of the case P04/09. For further details, wide array of complaints submitted to it, the Ombuds- consult the link: http://www.provedor-jus.pt/restrito/rec_ficheiros/P04_09.pdfres. man achieves a privileged viewpoint, which enables him 52  Department 3 to pursue an activity that goes far beyond the simple Case: R-1093/09 (A3) treatment of individual and specific cases, and his inter- Entity addressed: Secretary of State for Social Security vention may foster fine-tuning of the law or administra- Subject: Alteration to Decree-Law no. 176/2003, of tive procedures. 2 August, in order to enable beneficiaries of family allowances for children and young people, to exercise 3.3.3.1. Summary of several interventions by the salaried work, within certain reasonable deadlines (as in Ombudsman other regimes of social protection regimes available for foreigners). Suggestion of a legislative alteration. Case: P-04/09 (A3) Entity addressed: Secretary of State for Social Security Summary: Subject: Lack of social protection in cases in which there is 1. A complaint was received in the Ombudsman’s Office a situation of sickness in the time between termination of submitted by the mother of a person who receives a the employment contract and presentation of the request family allowance, who disagreed with suspension of for attribution of unemployment benefits. Suggestion of a payment of this social benefit on the grounds that her legislative measure. daughter exercises a salaried activity, on a part-time basis, while attending Higher Education. Summary: 2. Article 11, no. 1, paragraph b), of Decree-Law no. 1. The present case was based upon a complaint submit- 176/2008, of 2 August, establishes that the condition ted by a citizen who immediately fell ill after termi- for attribution of the family allowance is «non- exercise nation of his employment contract and, thus prior to of employed activity» by the beneficiaries, and article having the opportunity to request the unemployment 22, no. 1, adds that the right to the family allowance is benefit to which he was entitled was confronted, due suspended «if the condition of attribution specified in to established legislation, with a situation of complete paragraph b) of no. 1 of article 11 is no longer verified». lack of social protection, given that he was denied 3. It can thereby be concluded that the prevailing regime access to sickness benefit, on the one hand, and is conceived in absolute terms, as a result of which any access to unemployment benefit on the other. salaried work exercised by the young person (even if 2. Attribution of sickness benefit is reserved to cases in minimal), implies automatic loss of the family allow- which there is loss of remuneration as a result of sick- ance, unlike the situation found in the legal frame- ness that temporarily impedes the beneficiary from works of other countries. working (article 1, no. 2 of Decree-Law no. 28/2004, 4. In terms of comparative Law, it was verified that cur- of 4 February), which is not the case when the ben- rent Portuguese legislation does not have any paral- eficiary is already unemployed on the date when the lel to the current legal framework prevailing in Spain, sickness commences. France and Germany, given that the latter enable accu- 3. On the other hand, given that the beneficiary is in a mulation of the family allowance with exercise of sala- situation of temporary incapacity for work on grounds ried professional activity up to specific salary limits. of sickness, he cannot register in the respective job 5. On the other hand, fiscal legislation continues to con- centre and request, during this period, unemployment sider as «dependents» - children, adopted children, benefit, given that while he is ill he does not have stepchildren and persons of majority age, aged 25 capacity and availability for work (articles 2, no. 1 and years or under, that were formerly subject to tutelage 11, no. 1 of Decree-Law no. 220/2006, of 3 November). by the parents - who earn less than the national mini- 4. The complaint revealed a legal loophole, capable of mum wage annually [see article 13, no. 4, paragraph generating situations of complete absence of social b) of the CIRS]. protection. 6. As a result, the Ombudsman suggested to the Sec- 5. The Ombudsman decided that this situation of absence retary of State for Social Security an alteration to of social protection, in addition to being unjust and Decree-Law no. 176/2003, of 2 August, in order to unjustified, is absolutely unacceptable from the per- permit, within certain reasonable limits, the exercise spective of the Constitution and the Foundation Law of salaried work by beneficiaries of family allowance9. of the Social Security System, and therefore he sent This suggestion was welcomed and the Ombudsman an official letter to the Secretary of State for Social was informed that the issue was being studied in order Security8, requesting adoption of a suitable legislative to be enacted in legislation. measure in order to protect against such situations. 8 For further details, consult the link: 9 For further details, consult the link: http://www.provedor-jus.pt/restrito/rec_ficheiros/P04_09.pdf http://www.provedor-jus.pt/restrito/rec_ficheiros/R1093_09.pdf 53  Department 3 Case: R-2155/09(A3) Security, and the current structure and financing of Entities addressed: Institute of Social Security, I.P. and the the social security system and the regimes and norms Secretary of State for Social Security that have been approved within this framework. Subject: Disability allowance. Application of Decree-Law 6. It was thereby demonstrated that it is urgent to pro- no. 133-B/97, of 30 May, and Decree-Law no. 176/2003, of vide a new legal framework for the entire protection 2 August, for persons covered by social protection regimes system of eventual expenses in the field of disabili- that do not contemplate the eventual existence of family ties and dependency, in accordance with the current expenses. Regulation of family protection for eventual organization of the social security system and its expenses related to disability and dependency. respective financing. The Ombudsman therefore sent an official letter to the Secretary of State for Social Security, suggesting the adoption of a suitable legisla- Summary: tive measure10. We await a response. 1. Through appraisal of the complaint, it was verified that the services of the Institute of Social Security, Case: R-1026/08(A3) I.P. are carrying out an incorrect interpretation and Entities addressed: Civil Servants Pension Scheme, I.P. and legal application of Decree-Law no. 133-B/97, of 30 Secretary of State Adjunct and of the Budget May, and Decree-Law no. 176/2003, of 2 August, by Subject: Article 43 of the Statute of the Pension Scheme. refusing disability allowance for freelance workers Delay of the Civil Servants Pension Scheme (CGA) in that are covered by the obligatory benefits scheme, attribution of pensions. Damage caused to pensioners’ together with persons covered by other social protec- interests. Alteration to articles 39 and 43 of the Statute of tion regimes that do not include within their mate- the Pension Scheme by Decree-Law no. 238/2009, of 16 rial framework the possibility of eventual family September, following the Ombudsman’s intervention expenses. 2. The legislator cannot intend to negatively discrimi- Summary: nate against children and young people in a situation 1. Various complaints were received in relation to the of disability when their progenitors or the applicants effects deriving from application of article 43, no. 1, of the family allowance to which they are entitled, are paragraph a), of the Statute of the Pension Scheme not covered by a benefit scheme that contemplates (EA) – with the wording given by article 2 of the Law family expenses, inclusively because Decree-Law no. no. 57/2007, of 31 August – which establishes that the 176/2003, of 2 August, has already autonomised the retirement regime will be set on the basis of prevailing family benefits specified therein (family allowance legislation and the situation that exists on the date on and funeral benefit) in relation to the non-contribu- which the retirement request is received by the Civil tional and contributional regimes and thus widened Servants Pension Scheme (CGA)). its personal scope of attribution to all citizens resident 2. The issue at stake was the harm caused by the sig- in national territory. nificant delay of the Civil Servants Pension Scheme 3. In fact, disability allowance is not an autonomous (CGA) – around 8 months – in processing each retire- benefit, it is a bonus allowance associated to the fam- ment case. This delay resulted in penalization of pen- ily allowance, and therefore should be attributed to all sions, given that the new wording of article 43 of the those entitled thereof, provided that they comply with Pension Scheme (EA) does not make it possible to the specific requirements specified for this purpose in reflect, in calculation of the respective pensions, the Decree-Law no. 133-B/97, of 30 May, i.e. in article 7 time of service between the date of presentation of and 21 (aged under 24 years and suffer from a dis- the request and the date on which the Civil Servants ability with specific characteristics, defined therein). Pension Scheme (CGA) issues its retirement order. 4. The position of the Ombudsman’s Office and the 3. This question was particularly important in the case respective grounds were transmitted to the Manage- of civil servants requesting early retirement, i.e. those ment Board of the Institute of Social Security, I.P., in making a request that already involved a penalization order to reappraise the specific situation of the com- in terms of age, and who were therefore not indifferent plaint, and to issue a technical guideline to be sent to to whether or not time of service would be counted. the respective services. 4. As a result, the Ombudsman consulted the Secretary 5. It was verified, in the meantime, that for the other of State Adjunct and of the Budget in order to adopt benefits specified in Decree-Law no. 133-B/97, of 30 measures to reinforce the staff of the Civil Servants May, negative discrimination continued because the interpretation made by the services is correct, even 10 For further details, consult the link: though this contradicts the Foundation Law of Social http://www.provedor-jus.pt/restrito/rec_ficheiros/R2155_09.pdf 54  Pension Scheme (CGA) assigned to processing retire- 2. TAP based its position on the fact that the conditions ment requests, and also adopt a legislative measure for attribution of the productivity bonus in question that would bring the regime in question closer to that – including minimum service of 180 days in the year of the general social security regime, in order to avoid for which the bonus was provided – had been speci- the aforementioned losses11. fied in the respective collective employment regulation 5. This suggestion was welcomed, and Decree-Law instrument no. 238/2009, of September 16 was published, that 3. TAP also considered that the bonus in question is altered articles 39 and 43 of the Pension Scheme (EA), directly related to the company’s results, on the one establishing procedural adjustments in relation to the hand, and the effective participation/contribution of the submission of retirement requests and determined beneficiaries of the bonus in obtaining these results, on official revision, with effects backdated to 1 January the other, and therefore this does not involve any form 2008, of all pensions attributed in the interim period of discrimination on the basis of gender. by the Civil Servants Pension Scheme (CGA), integrat- 4. CITE – the Commission for Equality at Work and Employ- ing within the respective recalculation the period of ment, was asked to make a statement on this issue. time of service between the date on which the retire- CITE concluded that the workers in question were enti- ment request was received by the Civil Servants Pen- tled to the monetary bonus distributed in function of sion Scheme (CGA) and the date of issuing the retire- the results for the 2007 financial year. A recommenda- ment order. tion was made to TAP to act in conformity. 5. The Work Conditions Authority (ACT) made an identi- Case: R-1142/09 (A3) cal statement, and drew up an administrative offence Entity addressed: TAP proceeding, due to infringement of article 23, no. 1 of Subject: Refusal of attribution of a productivity bonus in the Labour Code (2003), combined with article 32, no. relation to 2007 (distributed in 2008) to workers because, 2, paragraph a) of the RCT (Law no. 35/2004). in that year, they had been absent for more than 180 days 6. Although based upon grounds that did not entirely on maternity leave or on leave of absence due to the coincide with those presented by CITE and ACT, the gravity of clinical risk. Comment. Ombudsman considered that TAP had acted incor- rectly, and concluded that this constituted a breach of Summary: the law – article 31, no. 4, of the Labour Code – i.e. 1. The present case was based on a complaint submit- counting absences due to maternity leave for the pur- ted by a group of workers of the Portuguese airline, poses of (non) attribution of the bonus in question. As TAP, who had been denied attribution of a produc- a result, it sent a comment to this effect to the Board tivity bonus in relation to 2007 (distributed in 2008) of Directors of TAP12, criticizing the company’s actions because, in that year, they had been absent for more in the case under appraisal and exhorting TAP to rec- than 180 days as a result of maternity leave or leave of tify the situation and pay the corresponding bonus to absence due to the gravity of clinical risk. the workers in question. 11 For further details, consult the link: 12 For further details, consult the link: http://www.provedor-jus.pt/restrito/rec_ficheiros/R1026_08.pdf http://www.provedor-jus.pt/restrito/rec_ficheiros/R1142_09.pdf 55  Department 4 3.3.4. Department 4 - Issues of administrative breakdown by issues, that the procedural activity in this organization and public employment relationship, thematic group did not record major alterations when status of the staff of the Armed Forces and of the compared with previous years (except for 2007, which Security Forces was an atypical year – see Reports to the Assembly of the Republic 2007 and 2008). The number of cases of the Ombudsman’s Office in Indeed, we verified that, as in previous years, the this thematic group recorded a slight increase, in 2009, highest number of complaints were associated to com- in comparison with 2008 (3,7%), with 721 cases distrib- petitions (20,9%) and careers (10,4%) or corresponded uted to Department.1 to omissions in terms of making statements (8%), with This increase, however, is not very significant, inclu- few cases that raised questions related to the new sively because 2009 constituted a turning point in the regimes (legal employment relationship, careers or Portuguese Public Administration, with the entry into remuneration). Also, 2009 confirmed the previous trend force, on 1 January 2009, of key legal diplomas such as (already noted in the 2008 Report) of an increase of the Law no. 12-A/2008, of 27 February (LVCR), that estab- number of complaints related to the Integrated System lishes the regimes for the legal employment relation- of Management and Evaluation of Performance in the ship, careers and remuneration of workers who exercise Public Administration (in 2009, 7,9% of all complaints, public duties (the majority of the provisions in this law compared to 5,9% in 2008). only entered into force on 1 January 2009), and Law no. 59/2008, of 11 September (RCTFP), that approved the a) Competitions regime of employment contracts for persons fulfilling Having analysed complaints related to competitions, public functions. 2009 was also a transition year for civil compared to previous years, we concluded that these servants: transition to the new regime of employment pose the same legal questions, often going against the contracts for persons fulfilling public functions (that grain of Case-law that has been built up over various covers all workers who are not integrated in careers years, indicating absence of improvements in the man- involving the exercise of sovereign functions or special ner in which the Public Administration guarantees the powers of authority and who previously assumed the processing of competition procedures for the recruit- capacity as a civil servant or agent and were contracted ment of workers and revealing less attention to the in a regime of an individual employment contract, i.e. principles underlying the right to a just selection pro- the vast majority) and, for many, transition to new gen- cedure. eral careers (from senior technical official, assistant Some of the key problems detected, in particular, technical official and assistant operational official). given their greater predominance over recent years, Notwithstanding this context, we can affirm, on the include adoption of admission requirements that have basis of the number of complaints and their itemized no legal basis. The eligibility requirements that can be used for entry to a competition and the requirements established for the constitution of the legal public Subject of complaints employment relationship are only those established General Mobility in the law (see article 8 of the law establishing the 4% Leave of absence, regimes for the legal employment relationship, careers non-attendance and holidays and remuneration of workers who exercise public duties 4% (LVCR) and article 25, no. 1, of Administrative Rule no. Remuneration 5% Other 83-A/2009, of 22 January, that regulates the processing 40% of competition procedures). In effect, the right of access Evaluation of performance to a job position in the Public Administration (whether 8% corresponding to a basic level or access category), is a fundamental right, constitutionally enshrined within the Omission of statement category of rights, freedoms and guarantees, and there- 8% fore subject to the reservation of a restricted parliamen- tary law (articles 18, no. 2, and 165, no. 1, paragraph b), Career (including of the Constitution of the Portuguese Republic)2. The special careers) 10% Tender creation of competition admission requirements and 21% requirements for the constitution of a legal relation- N = 721 2 See the judgement of the Constitutional Court no. 53/88, of 08-03-1988, 1 This number includes cases redistributed to the Department while drawing up case no. 21/86, and the judgement of the Constitutional Court no. 683/99, of cases. 21-12-1999, case 42/98. 56  Department 4 ship, by means of an administrative regulation or act, is It has always been noted however that mobility between therefore constitutionally and legally prohibited3. careers through a competition procedure has now been On certain occasions, it is also found that the Admin- made more flexible. Indeed, the legal framework for public istration does not separate these requirements from employment is no longer based upon a career system, and instrumental proof of compliance with eligibility require- workers are now recruited in function of the need to fill ments, and often establishes the requirement to estab- specific job positions. As a consequence, anyone can apply lish a specific document as an eligibility requirement, at to a competition procedure, even when pertaining to a dif- the periphery of the legal framework – even when this is ferent career, if they hold the necessary minimum level of only relevant in terms of ranking and selection. qualifications and, when this is appropriate, qualification in It should also be noted that, on other occasions, the the training area corresponding to the degree of functional Administration establishes document requirements complexity and category characterizing the job positions. that stand in breach of the law (article 32 of the Law The possibility is also admitted that an application may be no. 135/99, of 22 April, in the wording given by Decree- made by someone who, while not holding the necessary Law no. 29/2000, of 13 March) and applies procedural qualifications, considers that he has the necessary and norms that go against the grain of their legal duties (aris- sufficient professional experience and training in order to ing from article 10 of the Administrative Procedure Code substitute that qualification (see specifically, articles 4 to 7 (CPA) and which specifically forms the basis for article and 50 to 52, all of the LVCR). 28 of Administrative Rule no. 83-A/2009) interpreting Also in relation to the question of careers, complaints them «in accordance with the principle of “in dubio pro were presented that raise questions of interpretation and, actione”» (i.e. when in doubt, rule in favour of the action or, application of new regimes: e.g. cases of transition to – the principle of favouring the case)4. new careers of workers of public institutes who have a The cases in which these questions arose include, legal employment relationship with the civil service and for example, cases nos. R2536/09, R2537/09, R3817/09, exercise functions in a regime of an individual employment R3930/09 and R5287/09. contract or that, regardless of the nature of the previous legal employment relationship, exercise management b) Careers duties in a regime of a service commission; and transition Within the multiplicity of questions covered by the to the category of technical assistant (of the career with issue of careers, the key questions posed in 2009 con- the same designation) of the main assistant specialists of cerned the transition to new careers and alterations the special career of support for investigation and inspec- of salary positioning, together with those related to tion, of the Border and Immigration Service (SEF). updating salary supplements. Many of these complaints, however, are motivated by lack of knowledge, amongst c) Omissions of statement workers, of the new applicable regimes, and were there- It is also important, in the present Report, to highlight fore finally closed due to lack of grounds. the high number of complaints (recorded over recent These questions included complaints from workers who years) that may be generically aggregated under the exercised functions included within the functional content subject «omission of statement», understood herein as of another career, distinct from that in which they are inte- including breach of the Administration’s simple duty to grated, and also intended to be reclassified or even recon- provide information or a response to private individuals, verted, while ignoring the fact that the law on the regimes but also a breach of the duty to make a decision (in the for the legal employment relationship, careers and remu- administrative procedure). neration of workers who exercise public duties (LVCR) does Specifically in relation to non-compliance with the not foresee any mechanism enabling definitive integration duty to make an administrative decision, this often of a worker in a different career, that is equivalent to the results from misunderstanding of its foundations by the professional reclassification specified in Decree-Law no. Administration, wherein the latter, seeking protection 497/99, of 19 November, revoked by the latter (see articles from the presumption of tacit rejection (also called a 59 to 61, 63, 116, paragraph b-a), and 118, no. 7 of the LVCR. negative tacit act), also attempts to impose a «discre- tionarity of silence»5. Nonetheless, and regardless of the legal debates concerning the existence and legal nature 3 See the Judgement of the 1st settlement Chamber of the CA of the TCA South of 11-10-2006, case no. 12917/03, and Judgement of the 2nd Chamber of the of a negative tacit act, legal doctrine and case-law agree CA of the TCA South of 25-06-2009, case no. 05060/09, Judgement of the 2nd Administrative Litigation Sub-Chamber of the Supreme Administrative Court that silence of the Administration, when there is a duty (STA) of 12-07-2005, case no. 0876/03, and Judgement of the 1st Chamber of to issue a decision, constitutes an illegal omission. the Constitutional Court no. 209/94, of 2 March 1994, case no. 31/91. 4 See the Judgement of the 1st Administrative Litigation Settlement Chamber of the Administrative Litigation Court/South of 05-05-2005, case no. 05374/01, 5 Sérvulo Correia, «O incumprimento do dever de decidir» (Non-compliance with and Judgement of the Supreme Administrative Court (STA) of the 1st Adminis- the duty to make a decision), in Cadernos de Justiça Administrativo, no. 54, trative Litigation Sub-Chamber of 30-04-98, case no. 041027. Nov./Dec. 2005, p. 6 and p. 8. 57  Department 4 Although the issue has not motivated a high number of within the Public Administration7 and is also influenced by complaints, it is also important to note - given their conti- the weight of «circulatory rights», and successive altera- nuity, social relevance and gravity6 (inclusively because tions to the regimes applying to teaching staff8. in several cases, they constitute situations of precarious In 2009, due to the fact that they involved various employment) –complaints related to use by the Public complainants, in addition to complaints on issues of the Administration of other legal forms in order to incor- statute of the teaching career – e.g. performance evalu- rectly classify work relations. In fact, complaints arise, in ation transition to the new salary statute introduced most cases, at the time of termination of functions or, as in 2007, it is important to highlight the following com- also takes place, are formulated by third parties; which plaints: (1) complaints related to the competition for can be explained by the fragility of these work relations. nursery school educational staff and primary-, middle- Situations of precarious employment include use by the and secondary school teachers for the academic year Public Administration of insertion employment contracts 2009–20109; (2) complaints from teachers who, after and temporary work agreements, together with signa- requesting payment of overtime from the educational ture of service provision contracts or fixed-term employ- administration for the provision of teaching services in ment contracts that fail to respect prevailing legislation. substitution of other teachers (substitution lessons), did Amongst the complaints related to application of the not immediately obtain a response to their request. new regimes, there were two questions of interpretation and/or, application of the law on the regime of employ- ment contracts for persons fulfilling public functions 3.3.4.1. Summary of several interventions by the (RCTFP): the first resulting from the lack of specifica- Ombudsman tion of the continuous workday timetable, that to a large extent has been superseded, by the collective agreement Case: R-2184/09 (A4) on general careers; and the second deriving from arti- Entity addressed: Sophia de Mello Breyner Schools Grouping cle 185, no. 3 of the RCTFP, that specifies justification of Subject: Competition for a fixed-term contract. Legal rules absences due to the need to provide family assistance, and principles. Non-validity of the competition. Derived motivated by the need for ambulatory treatment, with- invalidity of the origin of the contract. out stating anything in relation to implementation of doc- tor’s consultations and complementary diagnosis exams. Summary: There was also an increased number of complaints in 1. A complaint was presented to the Ombudsman by 2009 related to non-compliance with norms on the pro- one of the candidates to the competition opened, on tection of parental rights, several generated within the 08-04-2009, for a fixed-term contract of an assistant framework of application of the previous legal diploma technical officer, in order to exercise functions in the (protection of maternity and paternity) but which have New Opportunities Centre of the Sophia de Mello extended over time, others already created within the Breyner EB 2/3 school». framework of application of the new legal diplomas that 2. The following key problems were detected: i) absence foster protection of parental rights. of predetermined criteria; ii) failure to organize a prior It was noted that the Public Administration has failed hearing in either the admission stage or in the selec- to respect the regime for protection of parental rights, tion state; iii) failure to convene the candidates under thereby denying use of the corresponding right and creat- the legally-required terms for an interview in order to ing barriers that are not permitted by law. This situation evaluate competencies; iv) failure to homologate the was noted in particular, in 2009, within the Security Forces. classification and ranking list; vi) lack of notification The majority of cases of the Ombudsman’s Office in of any decision procedure, either of the exclusion act issues related to «administrative organization and the pub- lic employment relationship» involved complaints against 7 See statistical data in the Bulletin of the Observatory of Public Employment, acts and omissions of services of the direct administration in www.dgaep.gov.pt. of the State (78,7%), in particular, amongst others, the 8 As took place with the regime of teachers’ performance evaluation, regulated, in 2008, through regulatory decrees nos. 2/2008, of 10 January, and 11/2008, services of the Ministry of Education (cited in 33% of com- of 23 May, and, in 2009, through regulatory decree no. 1-A/2009, of 5 Janu- plaints). ary, which added the guidelines transmitted by the Ministry of Education to schools, on 19 November 2009, on the regime to be applied to teachers who Furthermore this finding has also been noted in previous do not present a proposal of individual objectives. reports, and may have various causes, including the fact 9 Amongst other aspects, complaints from teaching staff deriving from the Staff of the Pedagogical Zone (QZP) of the Autonomous Region of Madeira (RAM) that the Ministry of Education is the biggest single employer who, when applying to the competition, could not manifest preferences con- cerning the places to which they be assigned due to absence of the teaching component (case R3239/09); and complaints from applicant teaching staff for 6 See, for example, Recommendation no. 4/B/2004, in the Report to the Assem- assignment due to specific conditions, who failed to be placed as a result of bly of the Republic 2004, in the link. http://www.provedor-jus.pt/restrito/ the alteration in order to satisfy the transitory needs of the schools (amongst rec_ficheiros/rec4B04.pdf other aspects, case R4866/09). 58  Department 4 or the final ranking in the procedure, or the respec- Office from a civil servant working at the Directorate- tive draft decision; vii) signature of the contract on the General of Veterinary Sciences for whom objectives same day that the selection jury applied the second had been set for the year 2007 and the respective selection method and decided to contact the candidate evaluation had been carried out. However, the com- it had chosen «in order to provide the candidate with plainant claimed that no work had been distributed to the job position put up for competition», overlooking him. The entity addressed never presented elements - on an outright and manifestly illegal basis - the right proving that the work had been carried out, but, in the of administrative and judicial opposition against the meantime, maintained the evaluation that had been decision taken in the competition. Evidence was also made. This position was maintained by the Minister of found of absence of concretisation of the legal grounds Agriculture, Regional Development and Fisheries. that justify addition of the term to the contract, and 2. Given that the evaluation should focus on the service in connection thereof, of the stipulated duration of the that was effectively provided and in view of the appli- contract. cable legal framework, the evaluation was not based 3. After questioning the management body of the Schools on facts and therefore, on these grounds, is invalid. Grouping in question, in relation to the questions 3. In terms of definition of objectives/yardsticks to be raised, the latter expressed its willingness to redress used in the evaluation, it was verified that these were the breach of legality. To this effect, it observed, spe- unclear and had not been duly substantiated.11 On cifically, that, given that the competition was vitiated these grounds, it was defended that analysis of the by illegality from the outset, it would be impugned, due objectives and their yardsticks would be sufficient in to its non-validity. In relation to the cause of termina- order to prove their inappropriateness in the context tion of the contract prior to the end of the stipulated of the evaluation and the consequent lack of grounds time period, it was emphasized that article 84 of the for the evaluation. regime of the employment contracts for persons fulfill- 4. The Ombudsman also stated that the performance ing public functions, seemed to configure the possibil- evaluation system incorporates a provision that guar- ity of declaration of nullity, by the public contracting antees the possibility of subsequent homologation by party, with the consequent «immediate suspension of the chief coordinator of the service, considering that the enforcement of the contract, on those grounds»10, and act of the Director-General of Veterinary Sciences who noted that the possibility of enforcing the contract via attributed and homologated the performance evalua- mutual agreement shouldn’t be excluded, in view of tion did not have the necessary validity, given that the the common understanding of the nature of the nego- author did not have the necessary competency. tiating declaration of unilateral administrative state- 5. On these grounds, the Ombudsman decided to censure ment on the validity of administrative contracts. the denounced administrative conduct. 4. Finally, attention was drawn to the fact that, under For further details, consult the link. legal terms, opening of the competition, for external http://www.provedor-jus.pt/restrito/rec_ficheiros/ recruitment of a worker with a fixed-term contract, ANOT_5278_08.pdf presupposes observance of the applicable norms of Law no. 12-A/2008, of 27 February. Cases: R4890/09 (A4) and R6455/09 (A4) For further details, consult the link. Entities addressed: Institute of Employment and http://www.provedor-jus.pt/restrito/rec_ficheiros/ Professional Training, I.P. (IEFP, I.P.) and Institute of Social OF_R2184_09.pdf Security, IP (ISS, IP). Subject: Public Institutes. Former civil servants. Transition Case: R-5278/08 (A4) to the regime of the individual employment contract. Legal Entity addressed: Directorate-General of Veterinary Sciences employment relationship. Transition. Subject: Performance Evaluation. Law no. 10/2004, of 22 March, in particular article 3 paragraph and), article 8, no. 1, Summary: paragraph a); Regulatory Decree no. 19-A/2004, of 14 May, 1. Complaints were presented to the Ombudsman, by article 15; and also articles 123, no. 1, paragraphs c) and d), employees of the Institute of Employment and Profes- and 124, (all of the Administrative Procedure Code). sional Training (IEFP, IP) and the Institute of Social Secu- rity (ISS, IP), who worked as civil servants on 31 Decem- Summary: ber, 2008, and exercised functions in the regime of an 1. A complaint was submitted to the Ombudsman’s individual employment contract, within the framework 10 See Maria do Rosário Palma Ramalho, Direito do Trabalho, Parte II – Situações 11 Reference may be made, for illustrative purposes, to the absence of a stand- Laborais Individuais (Labour Legislation, Part II – Individual Labour Situations), ard registration format for the work produced and the absence of parameters July 2006, p. 186. for gauging non-compliance, compliance or exceeding the objective. 59  Department 4 of the general mobility instrument specified in article in article 51 of the (new) Labour Code, combined with 10, no. 2, of Law no. 53/2006, of 7 December (special the other prevailing legal norms12 the right to use the assignment for exercise of functions in the same ser- complementary parental leave, by the father, could be vice in an employment contract regime). They aimed to for the period that the latter considered most appro- ensure that the transition to the new careers and cat- priate, up to a maximum of three months. egories, carried out by virtue of application of the new For further details, consult the link. regime on the legal employment relationship, careers http://www.provedor-jus.pt/restrito/rec_ficheiros/ and remuneration, approved by Law no. 12-A/2008, of REP_R2368_%2009.pdf 27 February, should refer to these functions and, spe- cifically, to the higher remuneration earned as a result Other of exercising these functions. 1% Registry and 2. It was concluded that, under the terms of the pro- notary public Justice Administration services 29% visions established in articles 95 to 100 of Law no. 14% 12-A/2008, that the transition to the new careers and categories shall be carried out in the basis of the career and category in which the workers are integrated on the date on which this transition takes effect (i.e. 1 January, 2009), as a result of which, for Road Issues this purpose, the functions exercised in the regime of 12% an individual employment contract, i.e. of a transitory nature, are not relevant. On the other hand, the new regime does not contemplate any figure of mobility that corresponds to the previous regime. 3. It was considered that the activity of the entities Immigration and nationality legislation addressed did not deserve to be censured, and the 44% cases were therefore closed. For further details, consult the links. http://www.provedor-jus.pt/restrito/rec_ficheiros/ OF_R4890_09.pdf 3.3.5. Department 5 - Judicial affairs, immigration http://www.provedor-jus.pt/restrito/rec_ficheiros/ and nationality legislation, road safety and traffic, OF_R6455_09.pdf . registry services and notary public services Case: R-2368/09 (A4) One fifth of all complaints formulated in 2009 to the Entity addressed: District Hospital of Pombal, S.A. Ombudsman (i.e. 1172 within a total of 6749) were sent Subject: Doctor. Leave of absence, holidays and absences. to the Advisory Services sector that handles the issues Parental leave. Article 16 of Decree-Law no. 89/2009, of 9 identified above. April, combined with article 51 of the Labour Code, approved Viewing the year as a whole, special emphasis should by Law no. 7/2009, of 12 February, Law no. 4/2009, of 29 be placed on the statistical relevance, in terms of its his- January and article 16 of Decree-Law no. 91/2009, of 9 April. torical dimension, that is also connected to Portugal’s presence in the Far East: the transcription procedures of Summary: births in the former Portuguese State of India. Even so, as 1. A complaint was submitted to the Ombudsman by a was predicted in 2008, there was a substantial reduction doctor working at the District Hospital of Pombal, S.A., in the number of complaints on delays occurring in the in relation to the exercise of his right to exercise paren- Central Registry Office. In these cases, an average of eight tal leave. complaints were received per month, thus providing an 2. The Board of Directors considered that parental leave annual total of 95 (compared to 818 in 2008). This was the should be used on a continuous or interspersed basis, main cause for the reduction in the number of cases (from but always for the full three months stipulated in the 1544 in 2008 to 1172 in 2009) in this thematic group. law prevailing at that time. A second specific reference should be made about 3. A Comment was drawn up stating that such situations complaints from the district of Santarém (a total of 311). stood in breach of the law prevailing at that time, and This surprising statistical surge was essentially due to that the situation in question should be restituted, in accordance with the principle of material justice. In 12 In addition to the norms listed in note 1, see other pertinent norms, either in addition, in accordance with the provisions established the Labour Code, or in the legal diplomas designed to protect parentality. 60  Department 5 requests from a single complainant (77 complaints cor- Cases on judicial delays responding to 6,5% of all cases in this thematic group), acting in the interest of hundreds of persons, the major- ity of whom do not reside in that district. Civil Instance Other 6% On the other hand, 2009 was also marked, as explained Executive Cases 14% 4% below, by the existence of an alarming set of problems National Injunctions Desk in the visa-issue procedures adopted in the Consular Labour Courts 3% Section of the Portuguese Embassy in Bissau, with clear 8% implications on the level of complaints received and the Admin. and Fiscal Courts number of open cases. 9% Finally, it should also be noted that a high percentage of complaints (around 13%) directly concerned the content Family and Minors of judicial decisions, and therefore did not give originate Courts 11% any diligent proceedings associated to drawing up formal cases, given that the Ombudsman does not interfere in judicial cases nor in issues that are being appraised by Courts with generic the courts. In these cases, the complainants are informed competency 45% that disagreements in relation to judicial decisions should be manifested in the respective proceedings, under the terms of the legal provisions to which they are bound, and the cases were closed in the Ombudsman’s Office pliance), raising special problems that, purely for illustra- without pursuing any other diligent proceedings. tive purposes, may be described in further detail. In effect, notwithstanding the delays claimed in such Judicial affairs cases, it was noted, in general, that the delays are not as In terms of judicial affairs, there was also a statistically accentuated as in other kinds of cases (e.g. inventories high number of complaints in relation to delays, in view of and bankruptcies that may take many years). It was also the limits of the Ombudsman’s intervention in relation to noted that the degree of intolerance of the interested judicial cases, as a result of article 22, no. 2, of the Ombuds- parties in this aspect, as a general rule, is very muted, man’s Statute, which excludes sovereign bodies from specifically when the cases involve maintenance pay- the Ombudsman’s powers of inspection, except for their ments to minors or when prior separation or divorce administrative activity, and therefore in relation to judicial cases are underway in situations of litigation. cases underway in the courts. As a result of this statutory On the other hand, many complaints were related to requirement, the Ombudsman’s intervention is restricted non-compliance with the payment of alimony payments, to administrative aspects. Complaints on judicial delays are generating great indignation and disgust at the incapacity guaranteed through the Supreme Councils of the Public to enforce court decisions on this matter. In these cases, it Prosecution Service, of the Administrative and Fiscal Courts is sometimes possible to forward the interested parties to and of the Magistrature. In relation to the latter, it is impor- the Guarantee Fund of Alimony Payments due to Minors, tant to state that communications of the Ombudsman created by Law no. 75/98, of 19 November, whose func- concerning delays in judicial cases led the Supreme Council tioning is regulated by Decree-Law no. 164/99, of 13 May, of the Magistrature to closely monitor the situation of the which specifies that, when the person who is judicially courts in question, within the framework of its attributions, obliged to provide alimony payments to a minor resi- with reportedly extremely positive results. dent in national territory fails to pay the owed amounts, Mention should also be made of the positive collabo- and the person receiving the alimony payments has net ration provided by the Directorate-General of Justice income below the national minimum wage, and does not Administration and by the Council of Justice Officials. benefit, in this context, from earnings from another per- (see graph on Cases related to judicial delays). son who acts as their guardian, the State will guarantee In total, delays in judicial cases led to 315 requests the benefits, until start of effective compliance of the obli- (around 27% of complaints in this thematic group) to be gation. Thus, whenever the requisites for attribution are submitted to the Ombudsman. satisfied, the Ombudsman informs complainants that they Of these, 50 (i.e. 4,2%) were related to judicial cases may request from the court establishment of provision of involving children including, in particular, the Guaran- alimony payments at the responsibility of the aforemen- tee Fund of Alimony Payments due to Minors and other tioned Guarantee Fund, in order for the court to set the problems related to regulation of paternal power (e.g. benefits, in view of the economic capacity of the family visits, alimony payments and various forms of non-com- household, the established amount of alimony payments 61  Department 5 and the minors’ specific needs. However it should be In relation to complaints received in regard to discipli- noted that forwarding such cases does not always imply nary cases against attorneys, and in view of the fact that that the problems will be resolved immediately, since these are subject to the exclusive disciplinary jurisdiction the courts should pursue all diligent proceedings that are of the bodies of the Bar Association (article 109, no. 1, of deemed to be convenient and, almost always determine the Statute of the Bar Association) and that the disciplinary implementation of inquests concerning the minors’ needs. action is governed by the precepts of the Statute of the Bar A new problem in relation to the Ombudsman is related Association and Disciplinary Regulation and is exercised by to the activity of enforcement agents in enforcement the Supreme Council, either in a plenary session or via one cases, regulated by arti les 801 and following articles of the of its chambers, and by the Councils of Deontology (arti- Civil Procedure Code, in particular, in this context, confisca- cle 1, no. 1, of the Disciplinary Regulation), the Ombuds- tions made without first sending a summons to the per- man’s intervention is restricted to ascertain whether or not son subject to the enforcement case (article 812-F of the any unjustified delay exists. This occurred in 15 situations same Code) - to the extent that this subject has inspired (1,2%), wherein it is important to emphasise the accentu- numerous complaints to the Ombudsman. In these cases, ated and habitual delays verified in these cases. in addition to the diligent proceedings made to the solici- Indeed, on the subject of disciplinary procedures against tors responsible for enforcement cases (almost always attorneys it is important to emphasise the generalised with extremely positive results), an attempt is also made to non-compliance with no. 4 of article 146 of the Statute of inform the interested parties, amongst other aspects, that the Bar Association, which establishes that, as a general the jurisdictional control of the legality of acts of enforce- rule, the finding of facts within the case cannot exceed ment agents is specified, under the terms of the provisions 180 days counted from the date of distribution, and in the established in article 809 of the Civil Procedure Code. event of the impossibility of obtaining information, from In 2009, complaints were also opened in relation to the Deontology Councils, on the likely deadline for reach- several delays in cases of labour courts (around 2%) and ing the decision of the cases. This question was already of Administrative and Fiscal Courts (also around 2%). highlighted a year ago but there have been no significant Also in relation to judicial questions, reference should developments in the meantime. be made to the fact that, in addition to individual com- plaints on delays in the payment of fees due to attor- Foreigners’ Rights neys and intern attorneys for the services provided in The delay verified in the decision of visa requests nec- the access system to the law and to the courts (1,1%), essary in order to enable a family to be re-united, i.e. of a statement was received on this subject from the Lis- the right of citizens with a valid residence authorisation bon District Council of the Bar Association, subscribed by to be re-united in Portugal with family members located dozens of attorneys. In order to correctly ascertain the outside Portugal, with whom they have lived in another situation in question, and in compliance with the provi- country, that they depend upon or with which they co- sions established in article 34 of Law no. 9/91, of 9 April, habit, motivated around 34% of cases related to foreign- that regulates the duty to hold a prior hearing with the ers’ rights. entities addressed, the Institute of Financial Management and Infrastructures of the Justice System was consulted. Cases in relation to foreigners In this regard, information was requested on the total amount of payments owed to legal professionals for the Separation 2% services provided in the framework of the access system Other 2% to the law and to the courts, on the number of attor- neys and intern attorneys who were owed any amount and also on the eventual existence of a payments plan. The Institute clarified that all expenses notes and fees Visas 34% Residence received until that date had been settled in full, and that Authorisations 34% there were sufficient conditions in order to ensure that, in the future, there would be compliance with the provisions established in no. 1 of article 28 of Administrative Rule no. 10/2008, of 3 January, which determines that payment of the compensation due to legal professionals should be Entry and departure processed until the end of the following month. On this 0% subject, it may be presumed (by the drastic reduction in requests from attorneys) that the situation is either fully Nationality 28% regularized or to a large extent resolved. 62  Department 5 Within the total number of complaints related to tuguese legislation, who have legally resided in Portu- delays in granting visas necessary for a family to be guese territory for at least six years, who have sufficient re-united, 65% were related to the Consular Section command of the Portuguese language and have not of the Portuguese Embassy in Bissau (91 complaints), been convicted, with a sentence transited in rem judi- which demonstrates – as indicated above – the exist- catum, for a crime liable to a prison sentence of three ence of a serious problem that motivated an interven- years or more, in accordance with Portuguese legislation. tion to the Visa Service Department of the Ministry of The high number of cases involving this subject is also a Foreign Affairs. This made it possible to conclude that the sign of the stability of the permanence of foreigners in delays were caused, as a general rule, by the fact that Portuguese territory, that is well worth noting. the cases contained documents in which parts had been In relation to cases involving the Border and Immigra- crossed out (thus impeding proof of the legal relation- tion Service (SEF), emphasis should be drawn to the fact ship of parenthood, under the terms of the provisions that, in addition to delays in the ordinary concession established in no. 3 of article 376 of the Civil Code) or of residence authorisations, there were 76 complaints wherein confirmation of documents by the Central Reg- concerning the decision of manifestation of interest, for- istry Office in Bissau was still pending, under the terms mulated within the framework of the provisions estab- of the provisions established in no. 1 of article 540 of the lished in no. 2 of article 88 of Law no. 23/2007, of 4 July. Civil Procedure Code, to the extent that they raised well- It is important to emphasise that, given that this con- founded doubts concerning the respective authenticity. cerns official procedures (these cases are only initiated Thus, while recognizing that the reasonable decision after a proposal from the Director-General of the Bor- deadlines had been exceeded, the Ministry of Foreign der and Immigration Service (SEF) or at the initiative of Affairs invoked reasons of safety in terms of entry into the Minister of Internal Administration), there is a major the Schengen Area and the increased risk of illegal immi- limitation on the Ombudsman’s intervention which, as a gration in order to justify the need to confirm birth cer- general rule, is confined to delays in analysis of com- tificates and records. The Ombudsman considered that plaints regarding decisions that state the absence of a these grounds were reasonable. legal framework. Other justifications often advanced in order to deny visa requests are related to the insufficiency of finan- Registry services and notary public services cial resources of the interested parties, which led the The following graph demonstrates the relative weight Ombudsman to attempt to generalize the clarifications of each topic, in the field of registry services and notary provided to interested parties concerning the regime public services. established by Administrative Rule no. 1563/2007, of 11 December, offering a reminder that means of sub- Cases related to registry services and sistence are considered to be the stable and regular notary public services resources which are sufficient for the essential needs Companies and automobile of the foreign citizen and, where appropriate, his family, registration Other 2% 4% specifically for the purposes of foodstuffs, accommoda- Property tion, health care and hygiene. registration Citizen’s Card 7% 18% It should also be emphasized that in 34% of complaints on delays in enabling a family to be re-united, the entity addressed was the Consular Section of the Portuguese Notary public Embassy in New Delhi, which justified special attention services 1% in relation to the situation of that Consular Section. During 2009, around 28% of the cases in relation to foreigners concerned the Central Registry Office in rela- tion to requests for concession of Portuguese national- ity, by naturalization, within the framework of no. 1 of article 6 of Law no. 87/81, of 3 October (Nationality Law), in the wording given by Organisational law no. 2/2006, Civil registration 68% of 17 April. In effect, this legal provision, and also no. 1 of article 19 of the Regulation of Portuguese Nationality (approved by Decree-Law no. 237-A/2006, of 14 Decem- ber) establishes that the Government will concede Por- As stated above, there has been constant reference tuguese nationality, by naturalization, to foreigners who over recent years to the question of delays in the con- are of majority age, or emancipated, in the light of Por- clusion of thousands of cases involving transcription of 63  Department 5 birth certificates of individuals born before 20 January Road-related Administrative offences 1961, in Goa, Damão and Diu and, in 2008, there was a renewed approach to this issue before the Central Reg- istry Office. Although the peak of complaints has been Municipal police superseded, this topic also motivated 95 requests in 10% National Road Safety Authority 2009 (8% of the total within this Department), which 45% led the Ombudsman to try to provide a new contribution in order to resolve these serious problems in terms of Police Forces 22% lack of certainty and security in the reconstitution of acts related to civil status, that also undermine secure entry into the Schengen Area and increase the risk of illegal immigration. Thus, having concluded for the need, in the cases of transcription of birth certificates for individuals born prior to 20 December 1961, in the former State of India, and after the Central Registry Office had demanded presentation of original copies of old documents from Other EMEL the Portuguese Administration that make it possible to (Municipal Local 2% Parking establish the relationship of the interested parties with Company) authorities 5% 16% this territory, the Ombudsman recommended an urgent alteration to Decree-Law no. 249/77, of 14 June, in order to achieve legislative consecration of this requirement. It is comforting to see that 75% of cases were related On the one hand, complaints were related to the to registry services associated to transcription of birth provision specified in no. 5 of article 172, of the High- certificates for individuals born in Goa, Damão and Diu. way Code, which establishes that voluntary payment The aforementioned historical connections, involving of a fine will terminate the respective administrative roots stretching back many centuries, are also respon- offence proceeding. In fact, although this is stated on sible for unusual situations that are submitted to the the back of administrative offence records, many driv- Ombudsman for reasons that are not exactly of a judicial ers are unaware of this regime, and, after paying the nature, but are related to questions of justice and equity. fines, unsuccessfully attempt to impugn the prepara- This was the case with a citizen who intended to acquire tion of an official record by means of a letter sent to Portuguese nationality, given that he had been born in the President of the National Road-Safety Authority – Cape Verde, did his military service in Portugal and had whereas this possibility, as a general rule, is only avail- a legal employment relationship with the Portuguese able to someone who has made a deposit at the exact army for almost 6 years. The particularity of this situa- time when the record was opened. In these cases, tion was essentially related to the requirement concern- the Ombudsman recognizes that the practice against ing legal residence in Portugal that is necessary for the which the complaint has been filed actually stands in naturalization request, but does not take into account the conformity with the law. entire period of the legal employment relationship with The other main type of complaint, on the other hand, is the Portuguese Armed Forces. The diligent proceedings related to the alteration of the practice which, for many in relation to this case were not concluded in 2009, and years, was adopted by the Directorate-General of Road therefore extended into 2010. Traffic (which has now been replaced by the National The 28 cases in relation to problems that arose in relation Road-Safety Authority), to appraise all defence state- to the issue of Citizen Cards (2,2%) were handled directly ments presented in administrative offence proceedings, with the Department of the Citizen Card of the Institute of even after voluntary payment of the fine. Registry Services and of Notary Public Services, with highly In relation to less serious administrative offences, satisfactory results that should be highlighted. the Secretary of State of Civil Protection ruled on 17 March 2008, that after voluntary payment of the fine, Road safety the case should be closed and therefore the even- The issue of road-related administrative offences gen- tual defence statement should not be appraised due erated around 7% of cases in this Department in 2009, to absence of a subject. As in the previous situation, with a total of 86 cases. the Ombudsman is obliged to recognize that the law The main entity addressed in this regard is the National implies that voluntary payment of the fine determines, Road-Safety Authority. Complaints in relation to this as a general rule, closing of the administrative offence authority primarily concerned two questions. proceeding. 64  Department 5 Thus, in view of the prevailing legal and regulatory Case: R-2479/09(A5) framework, none of the aforementioned procedures led Entity addressed: Institute of Registry Services and of to a comment made by the Ombudsman. Notary Public Services (IRN) Complaints opened against the Institute of Mobility and Subject: Receipts. Itemised indication of a fine. Non- of Land Transport were comparatively limited (21) and itemisation of the amounts charged for land registry on almost always concerned situations related to the issue account of pecuniary sanctions. of drivers’ licences. Summary: 1. A complaint was presented to the Ombudsman due to 3.3.5.1. Summary of several interventions by the the fact that the receipts issued by the Land Registry Ombudsman Office do not itemise the amounts charged for regis- tration and for the pecuniary sanction levied due to Case: R-2262/09(A5) exceeding the registration deadline. Entity addressed: Institute of Mobility and of Land 2. This question arose as a result of the obligation to Transport (IMTT) make a land registration and, in specific situations, of Subject: Motor-related disability/parking card. Article 2 of the obligation for this registration to be made by credit Decree-Law no. 307/2003, of 10 December. Rejection of a institutions, within a relatively short deadline. After request for issue of a parking card for persons with motor- exceeding this deadline, the person requesting regis- related disabilities. tration is obliged to pay twice the amount, in the form of a pecuniary sanction. Summary: 3. The Ombudsman suggested to the IRN that the 1. A complaint was presented to the Ombudsman against receipts issued should clearly itemise the portion cor- the rejection, by the IMTT, of a request for issue of a responding to the amount of the registration, and the parking card for persons with motor-related dis- amount corresponding to the fine levied as a result of abilities, within the framework of Decree-Law no. a delay in registration, together with the applicable 307/2003, of 10 December, formulated by a citizen suf- legal norm. fering from a chronically obstructive illness and sleep 4. The IRN communicated that it welcomed the view- deprivation syndrome. point communicated by the Ombudsman and had 2. Article 2 of Decree-Law no. 307/2003, does not already taken measures in order to alter the computer authorize the issue of a parking card to persons whose software applications in order to enable Land Registry motor-related disability does not have a direct effect Offices to issue receipts with express indication of the on their upper or lower limbs, as a result of which the legal norm on the basis of which the pecuniary sanc- Ombudsman considered that there were no grounds tions were levied. for making a comment against the decision taken by For further details, consult the link. the IMTT. http://www.provedor-jus.pt/restrito/rec_ficheiros/R_ 3. Broadening of the subjective scope of application of CH_2479_09.pdf the norm to persons suffering from a motor-related disability of bodily functions, goes beyond the mere Case: 3042/09(A5) application of the law by administrative bodies and Entity addressed: Institute of Financial Management and would situate the Ombudsman within the framework Infrastructures of the Justice System (IGFIJ) of options of a political nature. Subject: Access to the Law and to the Courts. Attorneys’ 4. Nonetheless the Ombudsman, recognized the rel- Fees. Processing of the compensation due to legal evance of the issue, in particular due to the serious professionals at the end of the month after that in which repercussions that it has on the daily life of persons the fact that determined such compensation occurred. in underprivileged or unprotected situations, such as No. 1 of article 28 of Administrative Rule no. 10/2008, of 3 persons suffering from a disability, and therefore drew January. the attention of the Secretary of State Adjunct and of Rehabilitation to this subject. Summary: For further details, consult the link. 1. Various complaints were presented to the Ombuds- http://www.provedor-jus.pt/restrito/rec_ficheiros/R_ man in relation to delays in the payment of fees due CH_2262_09.pdf to attorneys and intern attorneys for services provided within the access system to the law and to the courts. 2. In compliance with the duty to organize a prior hear- ing of the entities addressed, the IGFIJ was consulted 65  Department 5 in relation to the total amount of the payments due central services of the registry services of the Insti- to legal professionals for the services provided in the tute of Registry Services and Notary public Services, framework of the access system to the law and to the in relation to information contained in the biographical courts, on the number of attorneys and intern attor- file and persons sought by the Criminal Investigation neys with any amount due to be received and also on Police (PJ). the eventual existence of a payments plan. c) Case-law has progressively denied the possibility 3. The IGFIJ clarified that all expenses notes and fees of attaching to a criminal case, the biographical file received until that date had been settled in full, and drawn from a computing file of the Criminal Investi- that there were sufficient conditions in order to ensure gation Police (PJ), and therefore the Ombudsman saw that, in the future, there would be compliance with the no grounds for establishing a different understanding provisions established in no. 1 of article 28 of Adminis- in cases for the acquisition of Portuguese nationality trative Rule no. 10/2008, of 3 January. underway in the Central Registry Office (CRC). 4. The attorneys and intern attorneys who had submitted d) Case-law has also rejected the possibility of using complaints were informed that in the event of persis- information cancelled within the criminal record, but tent situations of delay in remuneration of the services obtained from a different channel, in a case for acqui- provided within the access system to the law and to sition of Portuguese nationality. the courts they should communicate these situations 4. Bearing all this in mind, the Ombudsman suggested to the Ombudsman. reappraisal of the case for acquisition of nationality, in For further details, consult the link. light of the aforementioned considerations. http://www.provedor-jus.pt/restrito/rec_ficheiros/R_ For further details, consult the link. ANOT_3042_09.pdf http://www.provedor-jus.pt/restrito/rec_ficheiros/R_ ANOT_5580_08.pdf Case: R-5580/08(A5) Entity addressed: Central Registry Office (CRC) Subject: Concession of Portuguese nationality. 3.3.5.2. Sample cases that illustrate best practises Requirements. Legal qualification. Relevance of the fact Supreme Council of the Magistrature of having committed a crime whose registration has been cancelled, within a case of acquisition of nationality. The Ombudsman’s intervention in relation to judicial Extinction of the penalty. No. 1 of article 15 of Law no. cases is restricted to administrative aspects, and to even- 57/98, of 18 August. No. 5 of article 27 of the Regulation on tual judicial delays, and is guaranteed via the Supreme Nationality. Councils of the Magistrature, of the Public Prosecution Service and of the Administrative and Fiscal Courts. Summary: The activity pursued by the Supreme Council of the 1. The Ombudsman was requested to intervene in rela- Magistrature, after communications from the Ombuds- tion to a case for acquisition of Portuguese nationality, man in relation to situations for which complaints were underway in the Central Registry Office (CRC). opened, constitutes an example of good practices 2. The question in this regard was related to the rel- observed in 2009. evance attributed in a case for concession of Portu- In fact, the communications from the Ombudsman in guese nationality, to a decision that had already been relation to delays in judicial cases led the Supreme Coun- cancelled in the criminal record, under the terms of cil of the Magistrature to closely monitor the situation in article 15 of Law no. 57/98, of 18 August and that had the courts in question, within the framework of its attri- been obtained by consulting the file kept by the Crimi- butions, with highly positive results. nal Investigation Police (PJ). On the other hand, clarifications are provided in rela- 3. The Ombudsman considered that: tion to the situation of the judicial case against which a a) Law no. 57/98, of 18 August, foresees definitive can- complaint has been filed and, when this is justified, on cellation of decisions that imply penalties, and which the grounds that may have led to a delay, which enables thus corresponds to legal rehabilitation of a right, that a full clarification to be provided to the complainant. automatically takes place, irrevocably, after the expiry But on the other hand, whenever the Supreme Council of a specific period of time, without occurrence of a of the Magistrature deems this to be necessary, it may new conviction due to a crime in the meantime. also continue to monitor the situation and elimination of b) In Decree-Law no. 352/99 of 3 September, that the judicial delay against which the complaint has been establishes the legal regime of the computing files of filed. the Criminal Investigation Police (PJ), there is no speci- fication of access for officials or coordinators of the 66  3.3.6. Department 6 – Political-constitutional sponding to an additional 23 cases, i.e. practically return- affairs, rights, freedoms and guarantees, prisons ing to the amount recorded in 2007. and other detention centres, activity of the The slowdown in the number of visits to prison estab- Security Forces, health, education, culture and lishments experienced in 2008 was further intensified science, media and sport in 2009, partly due to the vicissitudes experienced by the Ombudsman. By contrast, there was an increase in 839 processes were distributed to this Department1, the number of trips to educational establishments, as corresponding to growth of around 30% of the com- explained in greater detail below. plaints in comparison with the previous year. The pat- In addition to the formal recommendations issued tern of complaints was in line with the trend recorded in during 2009, at the end of the year, the Ombudsman, the Institution as a whole, i.e. in terms of its evolution reiterated its Recommendation no. 7/B/2007,2 to the over the course of the year. Within the total no. of cases Assembly of the Republic concerning the system for processed, 37% were opened in the first half of the year setting compensation to be paid to local radio stations and the other 63% in the second half. for allocating broadcast time within the framework of There was an increase in absolute terms of the num- campaigns for national referenda. The Ombudsman also ber of cases in practically all issues handled by this reiterated Recommendation no. 1/B/2003,3 to the Gov- department, with an additional 82 complaints concern- ernment concerning the remuneration regime of judicial ing Education (+56%), 55 concerning Health (+39%) and magistrates and of the Public Prosecution Service. 46 concerning the activity of the Police Forces (+170%). There was also a clear increase in the number of com- plaints related to the constitutionality of norms, corre- Inspections of constitutionality SCIENCE MEDIA In relation to inspections of constitutionality, three CEMETERIES (0,5%) (1,4%) (1,1%) 1,4% 0,5% requests were presented to the Constitutional Court, all 0,5% POLITICAL- in the field of inspection by action. Two of these focused CONSTITUTIONAL ISSUES CULTURE (2,3%) (1,1%) upon the modifications introduced by Law no. 2/2009, 2,3% 0,5% of 12 January, on the Political-Administrative Statute of VARIOUS SPORT (5,1%) (1,4%) the Autonomous Region of the Azores. This dichotomy 4,5% 1,7% was also found in the presentation, at the Ombudsman’s RIGHTS, FREEDOMS AND initiative, of the question related to the legitimacy of GUARANTEES HEALTH (8,0%) creation of regional ombudsmen, even if only for spe- 6,1% (22,7%) 23,2% cific sectors, and appraisal, at a broader level, of various EDUCATION legal solutions that were considered to stand in breach of the Fundamental Law, identified in the complaint.4 A (24,2%) 27,3% POLICE Judgement was also issued in 2009 that identified that (4,9%) 8,7% both formulated requests were fully substantiated and CONSTITUTIONAL LAW well-founded.5 NATURE (5,3%) PENITENTIARY ISSUES 6,4% (22,2%) 16,9% 2 For further details, consult the link. http://www.provedor-jus.pt/restrito/rec_ficheiros/Rec7B07.pdf 3 For further details, consult the link. (N = 661) http://www.provedor-jus.pt/restrito/rec_ficheiros/Rec1b03.pdf N = 839 The amount registered in 2008 is indicated between brackets. 4 For further details, consult the link. http://www.provedor-jus.pt/restrito/requests_ficheiros/TC_Acores_FINAL.pdf and http://www.provedor-jus.pt/restrito/requests_ficheiros/DI_R283_09.pdf 1 This number includes cases redistributed to the Department after drawing up 5 For further details, consult the link. cases. http://dre.pt/pdf1sdip/2009/09/18000/0659906616.pdf 67  Department 6 A third constitutionality inspection request was presented nomination into the new figure of an employment con- as a by-product of consideration of various complaints tract, in order to exercise public functions. The reasons related to activity by local councils in relation to political underlying this decision, which were impossible to com- party propaganda. Beyond concrete considerations of the municate to such a large number of complainants, were unconstitutional nature of such acts, the Ombudsman was made available in the Internet site of the Ombudsman.10 asked to make a declaration on the unconstitutional nature of the legal norm that empowered Mayors to apply fines in this field, given that the Constitution clearly requires inter- Education vention by an independent administrative body.6 In addition to the aforementioned case related to the There were a higher number of complaints related indicated regional statute, another judgement was also to the issue of Education. This phenomenon may be published in 2009 in response to an initiative taken by imputed to all levels of education except for Basic Edu- the Ombudsman. This judgement denied the absence of cation (primary and middle schools). There were also a well-founded grounds underlying the request for a dec- higher number of complaints in two fields - implemen- laration of the unconstitutional nature and illegality of tation of the Education technology plan («e-escola» and the norms specified within articles 33 and 34 of Decree- «e-escolinha») and implementation of the new manage- Law no. 187/2007, of 10 May, in terms of the limitation on ment regime for teaching establishments. (The «e-escola» the maximum amount of the retirement pension.7 programme was launched in June 2007 aiming at making Judgement no. 494/2009,8 was also issued in 2009, laptops with internet broadband connectivity available to which did not result from an initiative taken by the students, adult trainees and teachers; the «e-escolinha» Ombudsman, but nonetheless concurred with the posi- tion that the Ombudsman had previously, but unsuccess- PRE-PRIMARY EDUCATION fully, defended before the Government. The Judgement 8% declared the unconstitutional nature of legal norms that BASIC EDUCATION - oblige «special tax payments on account», from com- 1st CYCLE (PRIMARY SCHOOLS) 18% panies that have generated earnings which are exempt HIGHER EDUCATION 51% from paying Corporate Income Tax (IRC). (Special tax payments on account is a tax that companies within the general regime must pay. This tax corresponds to 1% of turnover (not profit) and is paid every year after the first 2 ASIC EDUCATION - 2nd AND 3rd CYCLES years of activity. The minimum payment is 1,250 euros and (MIDDLE SCHOOLS) 11% the maximum payment is 70,000 euros.) An identical posi- tion, in relation to this situation, and, mutatis mutandis, in relation to companies whose earnings were subject to the B SECONDARY special rate of Corporate Income Tax (IRC), had been noted EDUCATION 13% by the Ombudsman to the Minister of State and Finances together with the need to adopt legislative measures that would guarantee fiscal equity in such situations, in com- programme was launched in 2008 and allows all children parison with cases of application of the normal rate of from 6 to 10 years old – about 500,000 students – to pur- Corporate Income Tax (IRC).9 In situations in which it was chase a portable computer for €0, €20 or €50, depending decided not to present a legal action regarding the uncon- on their benefit category in the social support system). stitutional nature, it is important to underline one factor In terms of pre-primary Education, the number of com- that led to over 10,000 people to file complaints - con- plaints increased more than threefold, essentially related testation of the normative solution of Law no. 12-A/2008, to registration in specific establishments or, on certain of 27 February, which converted, in the vast majority of occasions, the vicissitudes of articulation between the cases, the previous legal employment relationship of public and social network, wherein complaints were filed on the alleged insufficient quality of the latter. In this context, visits to these establishments were used as 6 For further details, consult the link. http://www.provedor-jus.pt/restrito/ requests_ficheiros/DI_R4862_08.pdf the best means of re-establishing dialogue between the 7 For further details, consult the link. http://dre.pt/pdf2sdip/2009/05/095000000/ family and the school. 1938919397.pdf 8 For further details, consult the link. http://dre.pt/pdf1sdip/2009/10/20600/ 0798707995.pdf 10 http://www.provedor-jus.pt/restrito/recficheiros/ R_2795_08M_informativa. 9 For further details, consult the link. pdf http://www.provedor-jus.pt/restrito/pub_ficheiros/Relatorio_ Assembly_2008. The Constitutional Court, in its Judgement nº 154/2010, also issued a ruling pdf (Report to the Assembly of the Republic, 2008, pg. 734). with the same conclusion. 68  Department 6 At the levels of basic and secondary school educa- contrast, in terms of equivalent qualifications, several tion, surprisingly, there were a lower number of com- complaints were presented in the field of Secondary Edu- plaints related to Social Action. This can be explained by cation, and attention was drawn to the need for publica- the particular nature of the model adopted, based upon tion of the tables required by law, as a first step towards the level of family allowance, which means that calcu- minimizing conflicts in articulation between various sys- lation of social action is based upon all questions that, tems various, at both a qualitative and quantitative level. in both abstract and concrete terms, were addressed in the legal norms regulating attribution of scholarships and other benefits. As a result, the complaints that are now Higher Education received, in general concern the conditions of compliance with the system, in the light of events that have occurred Access 15 17,6% in the meantime, such as alterations in the composition or earnings of the family household (e.g. due to unem- Evaluation 9 10,6% ployment). By contrast, especially in terms of Secondary Social Action 16 18,8% Education, there was a significant increase in the num- Fees 12 14,1% ber of complaints related to evaluation, specifically in the National Exams and correction thereof. Equivalent qualifications 8 9,4% Also at the level of Secondary Education, evidence was Other issues 25 29,4% found in one school of the lack of corrective measures of the effects caused by a teacher who recorded a significant number of absences. Although the school alleged that no In terms of social action in Higher Education, it was harm was done, the opposite conclusion was reached, rewarding to see enactment of Decree-Law no. 204/2009, by comparing the trajectory of the class in question with of 31 August, of Recommendation no. 2/B/2007,13 that another class in the same school, and also with the situ- ensured that foreign citizens in general are eligible to pur- ation in other teaching establishments. The Ombudsman sue studies, while identifying, as the limit, the possession recommended an increase in the level of teaching activi- of permanent residence, which in general requires five ties and this recommendation was implemented.11 years permanent residence in Portugal. This effectively In terms of Private and Cooperative Education, covers the vast majority of the so-called «second gen- the Ombudsman decided to intervene in the conflict eration» of the immigration population. The prime objec- between a specific school and the State, in terms of the tive of this initiative was to cover students who had stud- quantitative framework of the contract of association ied in Portuguese primary, middle and secondary schools. for a specific academic year. (A contract of association is As in previous years, situations arose related to high signed between a school and the Ministry of Education, amounts charged in the event of non-payment of tuition granting specific aspects of autonomy). It was verified fees. The same position was communicated to the spe- that the maximum number of pupils covered had been cific entities addressed, with positive results.14 defined late in the academic year, and a recommenda- As a result of the new regime of autonomy for schools, tion was made for consideration of the quantitative level under the terms of Decree-Law no. 75/2008, of 22 April, that had been accepted in the previous year, together several complaints were received in relation to designa- with measures to be taken to allow timely knowledge, tion proceedings of the Director of a Schools Grouping or by all schools within this regime, of the annually-estab- of a school that does not pertain to a grouping. Several lished ceiling.12 In response, the Ombudsman achieved observations were made in relation to application of the a guarantee that such events would not reoccur in the legal regime in question, without detecting any grounds future, and confirmed implementation of the conduct for declaring the non-validity of any election. Given the recommended in order to resolve the specific case. novelty of this new procedure, there was clearly a lack There continued to be an excessive representation of of resources in each Regional Directorate of Education complaints related to the field of Higher Education, how- in order to provide legal support for the activity of the ever with a significant reduction in complaints related to General Councils of the schools groupings. equivalence or recognition of foreign qualifications, per- As indicated above, a number of visits were made dur- haps as a result of implementation of the mechanisms ing the year to teaching establishments, specifically to specified in Decree-Law no. 341/2007, of 12 October. By 13 For further details, consult the link. 11 For further details, consult the link. http://www.provedor-jus.pt/restrito/rec_ficheiros/Rec2B07.pdf. http://www.provedor-jus.pt/restrito/rec_ficheiros/Rec5_A_2009(A6).pdf 14 For further details, consult the link. 12 For further details, consult the link. http://www.provedor-jus.pt/restrito/ http://www.provedor-jus.pt/restrito/rec_ficheiros/Rec3B2009.pdf rec_ficheiros/Rec_4A2009.pdf and http://www.provedor-jus.pt/restrito/rec_ficheiros/Rec_08B09.pdf 69  Department 6 pre-university establishments. Three visits were made given the specific codes of conduct of the imprisonment to primary schools (1st Cycle of Basic Education), two of regime, together with the systematic nature of drug which had a pre-primary school attached, a further three consumption, make it difficult to propose a suitable solu- visits were made to middle schools (2nd and 3rd Cycles tion. After closure of the Santarém prison establishment, of Basic Education) and one visit to a Secondary School. there does not seem to have been continuity of the The Ombudsman continues to monitor the situation in experience launched in this establishment, in the wake the Colégio Militar, (Basic and Secondary School ran by of the recommendation formulated by the Ombudsman, the Army) referred to in the 2008 annual report, con- in 2003,15 to use special wings for cases of increased cerning acts of violence perpetrated in the institutional protection. relationship between pupils. Various proposals were for- The revision currently in progress - in terms of assign- mulated to the competent authority and a new visit was ment of prisoners within the penitentiary system as a made to the Colégio Militar. We await the results of the whole - may have lowered the presentation of transfer measures taken, following the report drawn up by the requests, first and foremost due to the creation of expec- inspection services of the Ministry of National Defence tations in relation to future implementation of this sys- and the Ministry of Education. tem and application to each specific case. Also in terms of assignment, various difficulties were experienced in terms of correct forwarding of requests to enter thera- Penitentiary Issues peutic units, given the framework of concrete situations in the specific project of these units. The number of complaints related to functioning of One of the main negative trends was a significant the penitentiary system remained at the same levels increase in denunciations of acts of violence, either per- recorded in previous years, but with significant changes petrated by penitentiary staff, or by the prisoners them- in the key issues addressed. selves, thus questioning certain actions, such as adminis- trative omissions. The majority of complaints presented FOOD 2 1,4% concerned the prison establishments of Monsanto, Car- regueira, Santa Cruz do Bispo and Linhó. ACCOMMODATION 9 6,3% There was also a significant increase in the number CORRESPONDENCE/TELEPHONE 6 4,2% of complaints related to health care access, in general in terms of health care provided within the framework FLEXIBILITY OF THE SENTENCE 15 10,6% of the National Health Service (waiting lists for surgery OCCUPATION 3 2,1% or doctor’s consultations) or dental care. In specific situations related to diabetes, on certain occasions the ORGANIZATION OF THE ESTABLISHMENT 6 4,2% Ombudsman had recourse to the extremely open and HEALTH 22 15,5% helpful collaboration of the Portuguese Diabetes Asso- SAFETY AND DISCIPLINE 17 12,0% ciation. As mentioned above, as a result of the vicissitudes TRANSFER 28 19,7% experienced in 2009, that seriously undermined the VIOLENCE 13 9,2% Ombudsman’s global planning, significantly fewer visits were made to prison establishments. In comparison with VISITS 5 3,5% the 17 visits made in 2008, only six visits were made in OTHER 16 11,3% 2009, all made to central or special establishments. The Ombudsman hopes to overcome this deficiency in 2010. A positive trend was the decrease in the number of The Ombudsman was delighted to see publication of complaints related to unsatisfied requests to be trans- the Code of Enforcement Prison Sentences and Impris- ferred to another establishment. While this topic con- onment Measures, although many aspects will only be tinues to be the most frequent grounds for filing a com- fully clarified after approval of the General Regulation plaint, it now represents less than 20% of all complaints specified in article 1, no. 2 of the Code. Attention should received. Amongst the main grounds presented for mak- be drawn to the increase in the number of external con- ing a transfer, in addition to achieving greater proxim- trol mechanisms, which have now been instituted or ity to family members, safety risks were often alleged, expanded, with decisive importance for gauging the use sometimes related to debts originated as a result of con- of suitable means of maintaining order and discipline. sumption of narcotics. Given that these risks are real and the only alternative is isolation of the interested party, 15 See 3rd Report on the Prison System, 2003, pg. 137. http://www.provedor- insufficient identification of the source of these risks, jus.pt/restrito/pub_ficheiros/Relatorio2003.pdf 70  Department 6 National Health Service 11 5,6% Scope 4 Registration in a health centre 2 Connection between the health centre and hospital 5 Attendance fees 11 5,6% Sub-systems 35 17,9% Registration 19 Co-funding 16 Provision of health care 42 21,5% NHS Hospital 30 Health centre 12 Contractualised Establishment 0 Emergency assistance and transport of patients 5 2,6% Installations 0 0,0% Administrative Procedures 64 32,8% Inspection and regulation 4 2,1% Licensing 0 0,0% Health authority 3 1,5% Medication 9 4,6% Other 11 5,6% Health avoid differentiation in the co-funded amount, solely in function of the means of payment used, given that, in Complaints related to Health issues increased by 33% the case in question, beneficiaries who chose to make an compared to 2008, with greater focus on complaints advance payment of the totality of the expense suffered related to attendance in hospitals and administrative pro- a comparative disadvantage in terms of subsequent reim- cedures. Equally, although less relevant in quantitative bursement. Special emphasis was placed on the need to terms, more complaints were filed in relation to emer- uphold transparency of procedures, in function of the rel- gency care, transport of patients and application of con- ative and absolute justice of the co-funding process’ end sultancy fees. result. Also in relation to generic co-funding procedures, By contrast, fewer complaints were filed against the while avoiding criticism of the global solution defined in public health sub-systems, with greater emphasis on co- the respective table for supporting thermal treatment, a funded expense procedures. (See the following table). key advantage identified for this solution is that it does In particular in relation to the health insurance plan for not undermine continuity of distinct treatments received civil servants and their dependents (ADSE), the Ombuds- in the wake of prior procedures, solely due to the fact that man intervened and assumed a position in relation to these were continued during thermal treatment and were various situations of general interest. First and foremost supplied by the same concessionaire of the thermal spas. the Ombudsman censured the discount made in Novem- In response to various cases of negative discrimination, ber 2008, from the 13th month of pension payments to including those involving pregnant women and blood pensioners, corresponding to all quotas that had fallen donors, the Government’s attention was drawn to the due, but had never been paid, due to lack of timely artic- need to adopt solutions which guarantee correct consid- ulation with the Civil Servants Pension Scheme. Such eration of beneficiaries of the health insurance plan for discounts involved significant amounts and were made civil servants and their dependents (ADSE) as genuine without any prior notice. users that are also full users of the National Health Ser- Equally, the Ombudsman pointed out the justice of vice, without precluding the conventions subscribed to adopting suitable administrative procedures in order to within the framework of the NHS. 71  Also focusing on the specific case of disarticulation body able to participate in such contracts, on an individual between hospitals in the Lisbon region, the Ombudsman basis or jointly with anyone they deem appropriate. The carefully monitored, with the competent Regional Health most obvious case is that of attorneys, who can only exer- Administration, conclusion of works in order to establish cise their profession in their own name or in partnership a plastic surgery referral network, for correct forwarding with other attorneys.17 of urgent situations. Also in the wake of the legislative procedure that cul- In a related issue, three complaints were presented in minated in enactment of the aforementioned law and as relation to Law no. 37/2007, of 14 August, on anti-smok- a consequence of legal prohibitions, the question arose, ing measures. One of them concerned the legal regime in the same case, of the impossibility of involvement of itself, which was considered to be insufficient, while trade unions that represent members of the Police Forces. the other two cases concerned specific situations, one The Government responded that, for evident practical related to the alleged absence of inspection in the bar of reasons, this negotiation was pursued solely at the sen- a recreational association, and the other to the absence ior level of trade-union organizations i.e. confederations of procedures to combat illicit activities in the Portuguese and federations. Without contesting this criterion, the Embassy. Ombudsman nonetheless drew attention to the fact that, under the terms of the special norm that applies to them, trade unions for the Police Force are impeded from join- Other Issues ing broader trade-union organisations. In this context, the Government’s attention was drawn to the advantages Amongst the other issues handled by this Department, of endowing useful meaning to the rights of the trade several complaints were filed on the activity of munici- unions in question, as a result of their participation in this pal authorities concerning political propaganda, due regard, thereby overcoming the negative and undesir- to the fact that several elections were held in 2009. In able consequences that would result from the combined this framework, in addition to the request for successive impact of the impediment in question and the legal norm abstract inspection of the constitutionality of the legal that impedes the trade-unions of the Police Force from norm enabling sanctionary activity in this field, as cited joining trade-union federations or confederations. above, there was also a desire to send a recommenda- A recommendation was also made to the Government tion to various municipal councils where grounds for in relation to the legal regime governing so-called «total complaint were found in relation to either the prevailing loss» within car insurance. Aware that, in this specific regulatory text or the specific activity verified.16 case, a court decision may overcome the most flagrant Given that this may also concern fundamental rights, instances of injustice, a suggestion was made, in the attention was placed on the legal norm established in abstract, to add to the possibility of decreeing total loss Law no. 12-A/2008 which as a general rule, prohibits sig- (i.e., payment of the market amount) the obligation for nature of services provision contracts, by public bodies, the insurance firm to present a vehicle available in the with individual persons. This solution was considered to market, compatible with the characteristics of the vehi- lead to negative discrimination against professionals who, cle that suffered the accident, at an equivalent price.18 due to a legal imposition, cannot freely create a corporate In the field of discrimination, in this case in relation to access to Culture, a complaint was presented against the 16 For further details, consult the links http://www.provedor-jus.pt/restrito/rec_ficheiros/rec_4B09.pdf 17 For further details, consult the link. http://www.provedor-jus.pt/restrito/ http://www.provedor-jus.pt/restrito/rec_ficheiros/rec5B09.pdf rec_ficheiros/Rec1B2009A6.pdf http://www.provedor-jus.pt/restrito/rec_ficheiros/rec6B09.pdf 18 For further details, consult the link. http://www.provedor-jus.pt/restrito/ http://www.provedor-jus.pt/restrito/rec_ficheiros/rec7B09.pdf rec_ficheiros/Rec2B2009.pdf 72  Department 6 practice, in a specific national monument, of charging dif- After consulting the management staff of the prison ferentiated admission charges, in function as to whether establishment, the latter denied that there had been an or not the visitor resides in the respective municipality. obstacle to entering the establishment, but nonetheless Having observed the pertinent norms, and although con- recognized that a significant delay had been caused to sidering that such differentiation cannot be criticised per such entry, due to the fact that the staff members of the se, the municipality in question was informed that it was main gate were not aware of the rules applying to solici- not possible to continue with the existing system, i.e. tors. It was also alleged that the professional nature of the distinguish between residents on the basis of nationality, visit by the interested party had not initially been clear. thus potentially excluding foreign residents, by demand- Under these terms and in order to avoid future misun- ing proof of their inclusion on the electoral register. derstandings, a successful suggestion was made to place In relation to the activity of the Security Forces, there pertinent information in the main gate, in a clearly visible was significant, almost threefold, growth in the number of location, concerning rules on the implementation of visits complaints, but this was partly the consequence of a low and specifying that, certain persons, on grounds of their number of complaints in 2008. In relation to the content professional service, benefit from a special regime, such of complaints, it is important to emphasise two aspects. as a solicitor in exercise of his functions. This measure First and foremost, it is important to note that the growth had the dual objective of alerting visitors for the need to in the number of complaints against omissions that may be demonstrate, from the outset, the reasons for their visit, imputed to Security Forces is significantly higher than the while at the same time reinforcing clarifications provided number of complaints regarding the activity of the Security to surveillance staff. Forces. The phenomenon of insecurity, amongst other fac- In relation to the use of a mobile phone, the requested tors, also motivated complaints filed regarding rights that modification of the prevailing legal norm – in order to were considered to be undermined as a result of the joint expand the use of mobile phones within prison estab- activity of private individuals that stood in breach of the law lishments - was not considered to be justifiable, since and of the Police Forces, the latter resulting from insufficient there is no parallel between the constitutional position or inefficient activity. Secondly there was major growth of of the attorney and that of the solicitor, in exercise of the complaints against the Police Force (PSP) in terms of appli- rights of defence and the concomitant need to carry out cation of legislation on weapons and explosives. diligent proceedings by telephone, either in the interest There was also a significant increase in the number of of the person that is being visited, or in the interest of complaints related to the scholarship concession proce- other clients. dures of the Science and Technology Foundation. For further information, consult the links. http://www.provedor-jus.pt/restrito/rec_ficheiros/ ofR1026_09_EP.pdf http://www.provedor-jus.pt/res- 3.3.6.1. Summary of several interventions by the trito/rec_ficheiros/ ofR1026_09.pdf Ombudsman Case: R-3109/08 (A6) Case: R-1026/09 (A6) Entity addressed: Directorate-General of the Prison Services Entity addressed: Directorate-General of Prison Services Subject: Penitentiary system. Intimate visits. Subject: Penitentiary system. Solicitor. Object: Limitations set on access to the regime of intimate Object: Access conditions to prison establishments by a visits, with discrimination in function of the type of prison solicitor, in exercise of his functions. Decision: Formulation establishment, in terms of civil status and legal-penal of a suggestion to foster greater recognitions of the rules situation. that apply to solicitors. Decision: Formulation of proposals to the Directorate- General of Prison Services, with successful results. Summary: A complaint was presented in relation to the obsta- Summary: cles created to the entry of a solicitor to a specific Since 2000 a programme of intimate visits to the Prison prison establishment, in order to carry out a personal System has been formalized, functioning in a restricted summons. Prior authorization from the director of the number of prison establishments. Various complaints establishment was demanded, even though the solicitor were presented in relation to this topic, focusing on the was complying with a court order. In addition, a com- framework of the beneficiaries of the aforementioned plaint was made against the fact that solicitors are not regime, specifically the requirement for there to be a included within the legal norm that enables attorneys to marriage between the visitor and visited person, when enter prison establishments with a mobile phone when no such relation existed at the date of imprisonment. making a visit to the prisoner in question. Viewed as a whole, these situations provided grounds for 73  Department 6 a proposal to Directorate-General of the Prison Services good name or reputation. In extreme circumstances, the to widen the regime of intimate visits: journalist may refuse to associate his name to a piece of a) to a higher number of prison establishments, and, if journalism in which he does not recognize his own author- this is impossible, to ponder the use of installations that ship in the final wording or with which he does not agree. have currently been assigned, not only for the prisoners For further details, consult the link. housed within the establishment in question but also for http://www.provedor-jus.pt/restrito/rec_ those housed in nearby prison establishments; ficheiros/R_3138_08_1.pdf b) to relations that have not been officialised via mar- riage, provided that they are stable, even if initiated after Case: R-3423/09 (A6) the start of imprisonment; Entity addressed: Higher Institute of Engineering of Lisbon c) to a broader group of beneficiaries, in order to encom- Subject: Education. Higher Education. Access. pass preventive imprisonment and persons condemned to De-bureaucratization. prison sentences of less than three years. The first pro- Object: Requirement, by a public Higher Education posal was implemented, and it was indicated that the establishment, for presentation of original documents in other two proposals would be contemplated within the order to apply to a Master’s Degree course. new Code of Enforcement of prison sentences and impris- Decision: Situation resolved after the Ombudsman’s onment measures. intervention. For further details, consult the link. http://www.prove- dor-jus.pt/restrito/rec_ficheiros/Ofic_ R3109_08.pdf Summary: A complaint was presented against a specific public Case: R-3138/08 (A6) Higher Education establishment, because a candidate Entity addressed: Government who intended to attend the Master’s Degree offered in Subject: Journalists’ Statute. Freedom of expression and of this institution, stated that he had been asked to pre- creation. Of author’s rights. sent original copies of the documents included within his Object: Analysis of the constitutionality of the norms of application. The candidate resides in the Autonomous articles 7-A, no. 4, and 7-B, nos. 3 and 4, of the Journalists’ Region of the Azores, and as a result was impeded from Statute, approved by Law no. 1/99, of 13 January. presenting his application. Decision: Closure of the case, due to the consideration that The aforementioned institution was contacted, and the the norms in question may be interpreted in conformity Ombudsman was informed that in similar cases, on an with the Constitution. exceptional basis, submission of certified photocopies had also been permitted. Given that this solution would clearly Summary: be expensive in order to submit a simple course applica- The Journalists’ Statute determines that journalists tion, attention was drawn to the wording of article 32 of cannot oppose formal modifications made to their works Decree-Law no. 135/99, of 22 April, established by Decree- by journalists who are their hierarchical superiors within Law no. 29/2000, of 13 March. The legal diploma estab- the same editorial structure, provided that such altera- lishes the general rule that simple photocopies of authentic tions are necessary on grounds of the size of the article or authenticated documents may be submitted, without or grammatical correction. prejudice to the possibility of requesting exhibition of origi- The Ombudsman did not consider that this legal solution, nal copies or certified photocopies in the event of a doubt. as alleged in the complaint received in this regard, was of This legal imposition was recognized, and the proce- an unconstitutional nature, through violation of journalists’ dures were altered in conformity. freedom of expression and freedom of creation, for the following reasons: the formal modifications cited in the Case: R-4250/08 (A6) law should be interpreted on a restrictive basis, in rela- Entity addressed: Ministry of Health tion to the needs associated to the dimension or size of Subject: Health. Surgery. Referral. the text and its grammatical correction; the journalist may Object: Non-existence of a referral network, in the Lisbon oppose any other modifications, of a formal or substan- zone, for the specialist area of plastic surgery. tive nature, appealing, for this purpose, to the editorial Decision: Monitoring of the situation until resolution of the board of the respective media body, the Commission of detected omission. the Journalist’s professional card, to the media regulatory authority (ERC), or in the final instance to the courts; the Summary: journalist is always entitled to oppose all and any modifi- A complaint was presented in relation to the alleged cation, even when of a formal nature, if the modifications consequences of late response to a case of amputated introduced undermine the work or affect the journalist’s fingers. In the specific case, the injured person was ini- 74  Department 6 tially sent to Hospital A, and then transported to Hospital intended to cover expenses related to photocopies and B because this was the hospital service of his area of traditional festivities. residence. Given that there was no plastic surgery team The Ombudsman considered that, although the in the emergency service of Hospital B, He was then amount in question was minimal, there was no legal transported back to Hospital A. In response to the alle- basis for passing on the cost charged for the Pupil’s Reg- gation that this delay had resulted in the impossibility istration Book, since this stands in breach of the princi- of re-implanting the fingers, this allegation was denied ple of free provision of obligatory schooling, as specified because the health service did not normally make such within the Foundation Law of the Educational System, in re-implants in injured persons of a similar age to the per- relation to the prohibition on demanding «tuition fees, son in question. and duties and fees related to matriculation, attendance Given that it was not possible to dispute this affirma- and certification, within the framework of Basic Educa- tion, since it is the responsibility of medical science to tion» (see article 6, no. 5). make a statement in this regard, it was noted that, even In relation to the parental donation and/or contribu- if this were the case, the delay in treatment and uncer- tion, the Ombudsman did not oppose this situation, pro- tainty in relation to the possibility of carrying out a re- vided that it is genuine and taken on an informed and implant had undoubtedly caused unnecessary physical voluntary basis, but suggested that: and psychological suffering. a) at an opportune moment, information should be In abstract terms, there was clearly a lack of suit- provided on the voluntary nature of this contribution, able coordination between the various Hospital ser- with succinct information on the various activities and vices, and this fact was communicated to the Regional materials whose costs would thereby be covered; Health Administration of Lisbon and the Tagus Valley. b) there should be an express statement and clarifica- The Ombudsman was informed, in response, that referral tion that there would be no individual damages in the between the health services was being studied, cover- event of refusing to pay this amount; ing various specialist areas. This situation will therefore c) there should be an express statement of the indica- be monitored until the end of this process, subsequently tive nature of the indicated amount, and that lower con- confirming suitable knowledge of the established rules tributions or contributions staggered over time would with the hospitals involved. also be accepted; For further details, consult the link. d) a receipt should be delivered for any amount http://www.provedor-jus.pt/restrito/rec_ficheiros/ charged, with indication of the its voluntary character OF_R4250_08.pdf and the purpose for which it was intended; e) information should be posted in the School or made Case: R-5296/08 (A6) available in the Internet concerning the projects and activi- Entity addressed: Ministry of Education ties already implemented as a result of the funding pro- Subject: Education. Obligatory schooling. Free provision. vided by these contributions, which would not have been Object: Requirement, by a primary school (1st cycle of Basic possible without such assistance, with accounting-type Education), of payment of the school registration book and data enabling parents and educational guardians to under- contribution to expenses. stand the manner in which such amounts had been spent. Decision: Situation resolved through intervention by the These suggestions were accepted. Ombudsman. For further details, consult the link. http://www.provedor-jus.pt/restrito/rec_ficheiros/ Summary: Ofic_R5296_08.pdf A complaint was presented against one primary school (1st cycle of Basic Education), because it demanded, at the time of matriculation, payment of the school reg- 3.3.7. Autonomous Region of the Azores - Local istration book, and refused to issue a receipt. It also Office of the Ombudsman charged the amount of € 15, for an alleged «school box». After consulting the Schools Grouping to which the In 2009, 101 complaints were presented to the Local Office aforementioned teaching establishment pertains, the of the Azores of the Ombudsman’s Office - a 6% increase in Schools Grouping argued that this amount was designed relation to 2008, when 95 complaints were submitted. to cover the cost of the document under appraisal, given Of the 107 cases closed, 17% were resolved in a man- that the Ministry of Education’s Stationery Service (EME) ner that satisfied the objectives of the complainants, does not provide it free of charge. In relation to the other wherein half of these situations resulted directly from amount under appraisal, it indicated that this was the the Ombudsman’s intervention. 50% of the complaints result of a free decision taken by parents and guardians, submitted were closed due to lack of legal grounds 75  Autonomous Region of the Azores for the invoked objective. 18% of the complaints were ated to around 25% of the total number of complaints closed due to grounds that may be imputed to the com- submitted to this Local Office. plainant, either due to a lack of response to the request Environment, territorial planning and urban planning for clarifications, or due to withdrawal of the complaint. were responsible for 17% of complaints, followed by Around half of the universe of entities against which the areas of social security (11%); Justice Administration complaints were filed corresponded to the Autonomous (10%) and tax affairs (7%). Complaints were also opened Regional Administration (47,5%). There was also a sig- in residual areas such as health, that had 2 complaints in nificantly high number of complaints presented against 2009 (1 in 2007 and 4 in 2008). Nonetheless, a special the direct and indirect services of the Central Adminis- ombudsman for health users was set up in 2010 (Resolu- tration, (24%). Complaints against sovereign bodies and tion of the Regional Government nº 32/2010, of 4 March). services in the area of the Justice administration corre- In the last three years there has been a downward sponded to 7% of the total. Around 18% of complaints trend in the number of complaints presented in person were opened against the local municipal administration, (44, 37 and 32, respectively, in 2007, 2008 and 2009). In wherein the municipal councils of Ponta Delgada, Angra 2008 and 2009 there was a significant increase in the do Heroísmo and Horta received the same percentage number of complaints submitted in writing (2008: 57 - of of complaints (around 15% each, the former with 4 which 3 were submitted by electronic means; 2009: 69, complaints and the other two councils with 5 complaints of which 13 were submitted by electronic means). each). The number of complaints against private entities was extremely low (2,7%). Complaints presented from the island of São Miguel Evolution of Cases - Local Office Azores 2001-2009 continued to increase (43, in 2007; 52 in 2008 and 57 in 200 2009); there were 78 complaints from the island of Ter- ceira in 2009, compared to 85 in 2008 and 63 in 2007. The number of complaints from the island of Faial stabilised (8 in 2007, 14 in 2008, and 14 in 2009), wherein it is clear that the number of complaints associated to the recon- No. of Cases opened per year, per area 150 25 No. of Cases 20 15 100 10 5 0 Env ir urb onme an n pla t and nni Tax ng aff airs Soc ial Sec 50 Pub lic urit y em plo ym Jud ent icia l af fair Fun dam s ent al r igh ts struction procedure in the wake of the 1998 earthquake is no longer statistically significant. Women represented 28% of all individual complain- 0 2001 2002 2003 2004 2005 2006 2007 2008 2009 ants; while corporate bodies represented 7% of all com- plainants. The legal public employment relationship, considering 60 60-70 70-80 80-90 90-100 + de 100 the three public administrations as a whole, was associ- 76  Autonomous Region of the Azores The activity of the Local Office of the Azores continued Finally, for cases related to judicial activity, the majority of to cover the various Departments of the Ombudsman’s complaints were filed against judicial delays, also including activity in 2009. - given that they fall within the competency of the respec- Concerns in relation to the topics of the environment, tive area - delays in the appraisal of cases for concession of territorial planning and urban planning led diligent pro- nationality and questions related to registry services. ceedings to be pursued in relation to questions on water supply waste residues and salubriousness, and also noise. The question of whether urban planning operations are 3.3.7.1. Summary of several interventions by the in conformity with municipal master plans has begun to Ombudsman generate an increasing number of complaints. It should be remembered that municipal master plans (PDMs) were Case: R-2421/07 (Azores) implemented in the Azores much later than in the rest of Entity addressed: Angra do Heroísmo Tax Office Portugal. Reference was also made to building works that Subject: Municipal Property Tax (IMI). Ageing coefficient. lacked planning permission and lack of inspection by local Dual consideration. authorities. The inspection powers of local authorities in relation to issues of salubriousness and safety also led to Summary: a suggestion made to a local authority. The complainant requested the Ombudsman’s inter- For further details, consult the link. vention, because he considered that his interests had http://www.provedor-jus.pt/restrito/rec_ficheiros/ been harmed as a result of the terms of application of Anot_R4579_08.pdf the ageing coefficient in the evaluation of his dwelling by Angra do Heroísmo Tax Office. In relation to tax affairs, the complaints received in the 1. The complainant owned a house built in 1935, that Local Office did not tend to focus on the decisions taken underwent improvement works in 2005. He consid- by the tax administration, but rather the respective con- ered that the ageing coefficient should only take into sequences, i.e. the tax administration had recognised account the actual age of the building, in function of the that the individual taxpayers were right, but the respec- construction date, and not consider the improvements tive tax amounts that had been unduly charged were not introduced in 2005, given that these should be consid- restituted to them. Nonetheless, in a specific case, the ered in other headings, namely, in calculation of area Ombudsman had the opportunity to make a statement (A) and quality (Cq), because otherwise there would on alleged double consideration of the ageing criterion be dual consideration of the same factors. If this under- in relation to municipal property tax. standing had been followed by the tax administration, For further details, consult the link. a coefficient of 0,45 would have been applied rather http://www.provedor-jus.pt/restrito/rec_ficheiros/ than the coefficient of 1,00 that was effectively applied. Anot_R2421_07.pdf Invoking article 44 of the Municipal Property Tax Code (CIMI), he stated that the Cv should be applied, on Complaints were opened primarily against the alterations a taxative basis, to 2 distinct types of situations: a) that have occurred in the legal regime of social security, spe- Buildings with planning permission license (the first cifically, in relation to family benefits and deferred benefits. part of the legal norm); b) Buildings without planning Modifications that have occurred within the framework permission license (the second part of the legal norm). of the legal public employment relationship also motivated In relation to buildings without planning permission the highest number of requests for intervention by the license, there is no doubt that one should consider the Ombudsman, considering the Central, Regional and Local date of the respective construction, but this does not Administration. But other questions were also addressed. apply to the first segment of the norm. In this regard, the Ombudsman made statements on issues If one fails to consider the antiquity of the building, it related to counting time of service, in the case of trans- is impossible to distinguish for fiscal purposes, valua- fer from the regional administration to the central admin- tion between the newly constructed building and the istration. It also addressed, in the area of education, the existing building, with a recent planning permission question of provision of support to pupils; and, of special license granted due to restoration, conservation or regional relevance, a complaint was appraised on rejection expansion works. of a request for integration in the island’s new regional per- In a new building, the complainant also suggested manent staff. that a planning permission license corresponds to the For further details, consult the link. construction date, thereby ensuring an identical date http://www.provedor-jus.pt/restrito/rec_ficheiros/ between the antiquity of the building and the respec- Anot_R5926_08.pdf tive utilisation permit. But in relation to an existing 77  Autonomous Region of the Azores building, that has been subject to improvement and utilisation permit is issued for the totality of the build- expansion works in the meantime, it is necessary to ing, the age will be counted from the date of issue of distinguish between the respective antiquity, identified this utilisation permit. by the construction date, to be evaluated by the coef- d) Finally, in the case of issue of a utilisation permit ficient Cv and the «improvement and expansion» to be for legalization of buildings for which a utilisation per- evaluated using other coefficients; that of alteration of mit was not issued at the date of their conclusion, the the building (expansion in A) and of quality (improve- age of the buildings would be counted from the date ment in Cq). of conclusion of the original construction works. In other words, the ageing coefficient should evalu- 4. The Ombudsman considered that existence of «con- ate the antiquity of the building; when this does not struction works» was a decisive factor for the purposes coincide with the date of issue of the corresponding of use of the ageing coefficient (see, in relation to the planning permission license, and therefore other coef- concept of construction, paragraph a) of no. 1 of the legal ficients should be used to value works that justified regime on urbanization and construction, republished, the issue of the latter planning permission license. most recently, by Law no. 60/2007, of 4 September). In In summary: if the building is new and has the respec- the final analysis, the existence or non-existence of such tive permit, the Cv for the date of the permit should works shall determine the valuation of the building. apply; but if the building is not new and has been Consideration was also made of the fact that in order subject to building works that were not subject to a to determine the quality and comfort coefficient (arti- planning permission license, the Cv associated to the cle 43 of the Municipal Property Tax (IMI)) the fact that original construction date should apply; if the build- the element, «deficient state of conservation» is men- ing is not new and has been subject to expansion and tioned does not imply that there is dual consideration improvement works subject to a planning permission of the ageing factor. While in article 43 this was an license, the coefficients related to the areas and qual- element that lowered the amount to be determined, ity should apply, but the coefficient Cv associated to in terms of the ageing coefficient, the construction the original construction date should apply, i.e. that works implemented, regardless as to whether or not related to its initial construction rather than the date a planning permission license was issued, would be of subsequent works. factors that would increase the valuation of the build- 2. Is important to note here that, as a result of article ing (furthermore the very concept of ageing includes 93 of Law 64-A/2008, of 31 December, a second item not only age and antiquity, but also deterioration over (no. 2) was added to the aforementioned article 44 of time, which is interrupted by the building works). the CIMI which specified that «(In) buildings subject to 5. To this extent, the decision of the Angra do Heroísmo expansion works, the rules established in the previous Tax Office stood in conformity with the law. number shall apply, respectively, in accordance with For further details, consult the link. the age of each part». http://www.provedor-jus.pt/restrito/rec_ficheiros/ 3. Consultation with the tax administration provided the Anot_R2421_07.pdf following clarifications, in conformity with the same article 44 of the CIMI. Case: R-5926/08 (Azores) a) no doubts arise when the date of issue of the uti- Entity addressed: Regional Health Directorate of the lisation permit coincides with the date of conclusion of Regional Government of the Azores the construction works. Subject: Human Resources. Integration in the island’s b) In the case of old buildings subject to restora- regional permanent staff. Exercise of functions in a public tion/conservation works which do not require issue of business entity. a new utilisation permit, in this case the age of the buildings is counted from the date of the original con- Summary: struction works. 1. A complaint was presented against the Regional Health c) in the case of old buildings that have been subject Directorate of the Regional Government of the Azores to expansion works, in order to determine the asset- based upon a disagreement in relation to a decision based age of the old part (the original building) this taken by that administrative service which rejected a will be counted from the date of the utilisation permit request aimed at integration of a worker in the per- when this exists or from the date of conclusion of the manent staff of the island of the Pico, in a situation of building works and the age of the most recent part definitive nomination. will be counted from the date of the utilisation permit This objective was based upon the provisions estab- when this exists or from the date of conclusion of the lished in Regional Legislative Decree no. 26/2008/A, building works. If as a result of the expansion works, a of 24 July, which adapted Law no. 12-A/2008, of 27 78  Autonomous Region of the Azores February to the Regional Public Administration of the Case: R-5901/07 (Azores) Azores, establishing the regimes of the legal public Entity addressed: Regional Directorate of Communities employment relationship, careers and remuneration Subject: Teaching work. Non-teaching component. of workers who exercise public functions. Overtime Service. The regional diploma specifically established rules that led to maintenance and conversion of the legal public Summary: employment relationship, to integration in the regional In addition to the teaching component, the teacher/ permanent staff of the island of workers in situation complainant accompanied pupils covered by special of precarious employment and who have performed educational plans, corresponding to a total of 14 pupils. functions corresponding to the permanent needs of the These were pupils with learning difficulties who need services. special monitoring. One of these pupils was deaf, ano- 2. Having performed functions, since 2005 until 2008, in ther had psychomotor difficulties (which implied a sup- Hospital x, and since 2008, in the Health Centre y, in port teacher within the classroom). both cases in a regime of an administrative supply con- The teacher considered that this work, by its intrinsic tract, the complainant considered that he was in a suita- nature, fell within the concept of remunerated work, and ble condition to benefit from the regime specified in no. should therefore be viewed as overtime work. 1 of article 8 of the aforementioned regional diploma. After consulting the government department responsi- By contrast, the autonomous regional administration ble for education, the Ombudsman was informed that, in considered that exercise of functions in that health unit the situation under appraisal, the respective service con- should be considered as an interruption, from the date sisted in monitoring specific needs detected on a one-off of transformation of the region’s hospitals into public basis in the learning process of a discipline (monitoring of business entities, i.e. from 1 January 2007, the date of study of the practical aspects of the respective discipline) entry into force of the alterations introduced to the but did not constitute a lesson in its own right, and there- statute of the Regional Health Service by the Regional fore should be viewed as a non-teaching activity. It also Legislative Decree no. 2/2007/A, of 24 January. added that, in the majority of the time claimed as over- 3. The complainant would nonetheless be covered, by time work, no service had been provided (the pupils only the case of regularization specified in no. 6 of the afo- actually attended 4 of the 11 indicated support activities). rementioned article 8 of the regional diploma adapting Consideration was made of the provisions established in the national regimes of the legal public employment the Statute of the Teaching Career in the Autonomous Region relationship and careers. of the Azores (ECDRAA), approved by Regional Legislative 4. The question to be resolved was thus related to the Decree no. 21/2007/A, of 30 August. In this legal diploma, arti- time of service provided in Hospital x: should it be cle 117 (weekly duration) establishes that (1) - teaching staff counted for the purposes of integration in the perma- exercising functions is obliged to provide 35 hours of service nent staff of the island? per week and (2) - the weekly schedule of teachers includes The response had to be negative a teaching component and a non-teaching component pur- One could argue, firstly and foremost, that the simple sued over the five working days of the establishment. reference to the autonomous regional administration, in The teaching component includes, under the terms relation to the regimes of the public employment rela- of article 118 of the ECDRAA, in addition to (i) lessons tionship, careers and remuneration clearly suggested administered to pupils pertaining to classes attributed to that this solely concerned the direct autonomous regio- the teacher, (ii) systematic educational support, unders- nal administration. tood to include support corresponding to the provision of A decisive factor in this regard was that the regional duly-prepared teaching services with previously defined diploma adapted Law no. 12-A/2008, of 27 February objectives to a specific and nominal group of pupils and which, in no. 3 of article 5 expressly states that the legal (iii) substitution lessons resulting from the need to over- diploma does not apply to public business entities. come unforeseen short-term absences. Now, by virtue of the aforementioned regional diploma The non-teaching component for teaching staff (arti- of 2007, Hospital x was converted into a public business cle 121 of ECDRAA) includes implementation of individual entity, therefore excluding application of the regional work and the provision of work at the level of the edu- adaptation to the respective workers. cational or teaching establishment. At the level of the It was concluded that there was no illegality in the educational or teaching establishment, this component decision of the administrative service in question. should be included within the respective pedagogical For further details, consult the link. structures in order to contribute towards implementation http://www.provedor-jus.pt/restrito/rec_ficheiros/ of the school’s educational project and full satisfaction of Anot_R5926_08.pdf the educational needs of the pupils. 79  Autonomous Region of the Azores In view of the content of the non-teaching component, the owner’s property or, also, any animal that has been in accordance with the terms specified in no. 5 of article 121, considered by the competent authority to constitute a the Ombudsman concluded that, provided that the limits on safety risk for persons or animals, due to its aggressive the teachers’ working week were respected, and bearing behaviour or specific physiological characteristics. in mind that the distribution of teaching services is the res- 3. The dogs against which the interested party opened ponsibility of the school’s executive council (see the main a complaint, should be considered to be dangerous or body of the text of no. 5 of article 121 of the ECDRAA), the potentially dangerous animals. attribution and performance of individual support functions 4. To the extent that, within the framework of the pro- to pupils, under the terms described in the legal diploma, visions established in article 16 of Decree-Law no. was included within the legal definition of the non-teaching 312/2003, of 17 December, «municipal councils in par- component, and therefore no illegality existed. ticular (...), specifically municipal veterinarians and municipal police, the Republican National Guard (GNR) Case: R-4579/08 (Azores) and Police Force (PSP) are responsible for guaran- Entity addressed: Lajes do Pico Municipal Council teeing inspection of compliance [of the legal regime on Subject: Dogs. Capture, kennelling and slaughter. owning dangerous and potentially dangerous animals] (...)», it was suggested that these measures should be Summary: coordinated between the various organisations. The complaint received was based on the allegation It was also suggested that the measures that were that suitable procedures were not being guaranteed for already being considered by Lajes do Pico Municipal the capture of Dogs, whose aggressive behaviour was a Council should be considered within the framework of factor of risk for the safety of persons and animals. an action plan involving the various entities with compe- Lajes do Pico Municipal Council was the entity addres- tency in the field of capture and slaughter of dangerous sed, given the competencies specified in paragraph x) of dogs in order to achieve definitive resolution of the pro- no. 1 of article 64 of Law no. 169/99, of 18 September (cap- blem, in the interest of all. ture, kennelling and slaughter of dog and cat species) and For further details, consult the link. no. 1 of article 19 of the legal diploma that regulates the http://www.provedor-jus.pt/restrito/rec_ficheiros/ European Convention on the Protection of Domestic Ani- Anot_R4579_08.pdf mals (Decree-Law no. 276/2001, of 17 October, altered by Decree-Law no. 315/2003, of 17 December on the retrieval, Case: R-3412/07 (Azores) capture and compulsive slaughter of domestic animals). Entity addressed: Regional Directorate of Communities However the competencies of the municipal council Subject: Human Resources. Transfer to the Border and were not exclusive in this field, since other entities, such Immigration Service (SEF). Category of integration. as the Republican National Guard (GNR), the Police Force Counting of time of service. (PSP) and, in general, all police authorities have inspec- tion powers. Concerted activity is desirable in order to Summary: resolve the problem in question. The complainant presented a complaint to the Ombu- Notwithstanding the finding that the local authority dsman against the Border and Immigration Service (SEF) had already implemented various measures in order to because he considered that his interests had been under- resolve the situation in question, the specific aspects of mined when counting his time of service, while working the complaint led the Ombudsman to use the compe- for this security service. tency conferred by article 33 of Law no. 9/91, of 9 April, He began working at SEF, on 1 November 2003, as a under the following terms: result of a requisition for his services that was subse- 1. The situation underlying the complaint was analysed, quently extended, and he entered the full-time staff by the various public entities involved, from the pers- of this body on 3 January 2005, as a result of a transfer pective of the European Convention on the Protection from Regional Directorate x of the Regional Government of Domestic Animals and the legal norms that regulate of the Azores. In the Regional Directorate he had worked the Portuguese legal framework. within the technical-professional career, as a principal 2. However, under the terms of the provisions establi- specialist professional technician, paid in the category 3, shed in sub-paragraph ii) of paragraph a) of article index 337. He entered the career of Support for Investi- 2 of Decree-Law no. 312/2003, of 17 December (that gation and Inspection of SEF, with an identical category established the legal regime on owning dangerous and and index, in the category of specialist assistant level 1. potentially dangerous animals as domestic pets), the He considered that the time of service provided in the definition of a «dangerous animal» is any animal that Regional Directorate x should be counted for the purpo- has seriously wounded or killed another animal outside ses of progression in his career at SEF. 80  Autonomous Region of Madeira Evolution of Cases - Local Office of the Autonomous Region However his claim lacked sufficient grounds. of Madeira 2001- 2009 He invoked the legal norm of Decree-Law no. 244/89, 140 of 5 August, which determined that «(The) time of ser- vice provided in the central, regional and local Public Administration, is of relevance - in terms of antiquity in 120 the category and in the career - for the purposes of pro- motion and progression, when the staff assigned to the respective services and organisations is transferred to/ from one of the Administration’s corporate bodies.» 100 He also invoked article 18 of Decree-Law no. 353-A/89, of 16 October, that, in the case of mobility, specified the relevance of the time of service provided in the original 80 career category for the purposes of progression in the new career (see no. 3). However it was necessary to consider the fact that the 60 careers covered by the statute of the SEF’s staff are subject to a special regime, governed by its own statute, which at that time was the regime approved by Decree-Law no. 40 290-A/2001, of 17 November, with alterations, rather than by the Common Statute of Careers in the Public Adminis- tration. (See, to the same effect, the Judgement of the Supreme Administrative Court (STA) of 4 February 1993: 20 «(…) Careers subject to a special regime (…) presuppose their own functional content and ordering and a form of specialisation that is indispensable for exercise of the res- 0 pective positions, which will be created and disciplined by 2001 2002 2003 2004 2005 2006 2007 2008 2009 legal diplomas that establish specific statutes». It was precisely such specialisation and specific func- 60 60-70 70-80 80-90 90-100 + de 100 tional content that justified the fact that Decree-Law no. 244/89, of 5 August, does not apply to the case in hand. of the intervention capacity that the Ombudsman has The transfer specified in article 4 of the statute of the SEF achieved in relation to the various public bodies. (see has its own characteristics, resulting, first and foremost, graph on the Evolution of Cases). from the fact of presuming a probationary period of at 133 new complaints were admitted, originating an iden- least one year (no. 3 of the same article). The situation tical number of open cases. This corresponded to a 33% of those workers who have already been working for increase of new complaints in comparison with 2007, and the Public Administration and then enter careers of the 13% more complaints in comparison with 2008. SEF was considered from the perspective of the same In 50% of cases it was possible to satisfactorily resolve statute - that specified integration in the category and the complaint that had been opened, via the Ombudsman’s index corresponding to identical remuneration or, in the intervention. 20% of the complaints presented were con- event that there is no equivalent level, to the next tier of sidered to be unfounded, after analysing the competent remuneration in the index structure of the new career. diligent proceedings associated to drawing up the cases. The Ombudsman considered that the decision taken A small percentage was also recorded (8%), of apprai- by the SEF stood in conformity with the law. sal of complaints that led to their preliminary rejection, given that the facts contained therein did not fall within the framework of the Ombudsman’s activity. 3.3.8. Autonomous Region of Madeira - Local Office In around 44% of the complaints submitted to the Local of the Ombudsman Office, municipal councils were the main entities addres- sed (the municipality of Funchal was indicated in 51% of In 2009, the Local Office of the Ombudsman in the all complaints received in this context), whereas in 14% Autonomous Region of Madeira, once again recorded of cases, jurisdictional bodies were responsible for the significant growth, gradually reinforcing the rising num- highest percentage of requests. Emphasis should also be ber of citizens who seek intervention from the Ombu- placed - as a consequence of the growing number of com- dsman, following more effective inter-institutional coo- plaints related to tax affairs - to the number of complaints peration at the regional level and effective recognition attributed to the Regional Directorate of Tax Affairs (9%). 81  Autonomous Region of Madeira Entities addressed - 2009 Distribution of Cases by Subject – 2009 Central Adm Judicial affairs 3% 12% Tax affairs Autonomous Regional Adm 17% 33% Public Employment 3% U.P. 1% Social affairs 7% Courts 8% Rights, Freedoms and Guarantees Local authorities 19% 44% Environment Companies/Associations and Urban 12% planning 41% There is also clearly a greater thematic balance in the rights – which corresponds to the broad multi-disciplinary overall universe of complaints submitted for appraisal by nature of the areas of activity of the advisory services. the Ombudsman’s Office. Three principal areas of inter- In terms of the distribution of complaints by geographic vention should be highlighted: issues related to envi- origin, the majority were opened in the municipality of ronment and urban planning1 (41%) always focusing Funchal (59%), followed by the municipalities of Santa primarily on the field of civic participation and interven- Cruz (8%), Machico (7%), Calheta (6%) and Câmara de tion; issues related to tutelage of rights, freedoms and Lobos (5%), the latter with relatively balanced percen- guarantees2 (19%); and questions relating to financial tage amounts. Emphasis should also be drawn to the issues and tax affairs, with 17%.3 (See graph on Distri- new development of a significant number of complaints bution of Cases). filed from the Portuguese mainland (6%). At a similar level, but lower than the aforementioned In relation to the question of gender, it was concluded topic, we find complaints related to the Justice Adminis- that the majority of individuals who contacted the Local tration4 12% and social affairs5 with 7%. It is interesting to note that there has been a gra- dual decrease in these levels since 2007. In relation to Geographical origin of Complaints - 2009 other issues handled – 3% of citizens requested the Ombudsman’s intervention in relation to the public employment relationship; 1% in relation to protection of Mainland Abroad 1% 6% minors’, women’s, senior citizens’ and disabled citizens’ P. Santo 1% 1 In relation to the first aspect, where the main interlocutors are local authorities, S. Cruz citizens’ complaints focused primarily on questions relating to the legality of 8% works built by private individuals (planning permission, failure to respect legal Funchal norms on distances between buildings, in breach of the provisions established 59% in section III of the General Regulation on Urban Buildings, compliance with Machico the urban-planning parameters defined in the respective Municipal Master 7% Plan (PDM). In relation to the environment, the vast majority of questions handled focused on situations related to noise disturbances, illegal landfills, or R. Brava compliance with the legal regime on the obligatory requirement for protection 1% and licensing within the framework of extraction of inert substances. 2 In 2009, questions related to foregoing the duty to provide a response, by P. Moniz public organisations, and also issues related to teaching and education and 3% health. C. Lobos 3 The vast majority of complaints concerned eventual irregularities committed 5% by the Tax Administration when drawing up the respective processes, toge- ther with issues related to consumers’ rights. Santana 4 Principally imputed to judicial delays. 1% 5 Issue where the main concern is the deficient functioning of social security P. Sol Calheta S. Vicente services, requesting intervention by the Ombudsman, often based on playing 1% 1% 6% a role as a mediator, in order to regularise the taxpayer situation of complai- nants or to update dependency benefit. 82  Autonomous Region of Madeira Office of the Ombudsman in 2009 were men (63%). In fied by the Regional Regulatory Decree no. 7/2008/M, of 93% of cases, complaints were filed by natural persons, 21 April. Further to the inspections made by the Ombu- rather than by corporate bodies. dsman, it was ascertained that there had been approval In 44% of situations, the complaint was formalised in of the new legal regime on protection, extraction and person, but almost as many complaints were formalised dredging of inert substances in the coastal zone of the in writing (42%). Use of electronic means, a rising trend, Autonomous Region of Madeira, under the terms stipu- was the third most popular means of presenting a com- lated in the Regional Legislative Decree no. 28/2008/M, plaint (14%). of 12 August, together with the «Recovery Plan for the Over the course of 2009, organisations pertaining to the Ribeira dos Socorridos», presupposing application of a Autonomous Regional Administration, together with virtu- series of systematic and structuring measures for that ally all municipal councils questioned, continued to mani- site, over a 5-year period. fest their intention to ensure greater flexibility and infor- In another situation8, the Ombudsman’s intervention mality in the procedural mechanisms applied, promptly was requested in relation to alleged environmental and responding to requests sent to them. Unfortunately, there public health damages caused by open-air depositing of continued to be excessive delays in response mechanisms earth and rubble in the riverbed and riverbanks of the from the municipality of Santa Cruz, and once again there Ribeira da Metade – in the parish of Faial, municipality was clear inefficiency demonstrated by the respective of Santana. services, which, on certain occasions, led to an unjustified The Local Office for the Autonomous Region of procedural delay and a relative loss of the useful effects Madeira initiated the competent diligent proceedings intended by the Ombudsman’s Office’s enforcement of with the bodies in question. In this framework, it was interventive mechanisms. Nonetheless, recent restructu- possible to detect illegal mining of mineral substances in ring implemented in the executive of Santa Cruz Municipal the left back of the estuary of the Ribeira do Faial. As a Council, makes it likely that there will be improvement in result, the Ombudsman ordered the respective adminis- the relationship underlying drawing up cases. trative offence proceeding to be drawn up, and after for- Within the vast range of complaints received, one of mulation of the proposal for a final decision, the Regional the main topics is the resolution of urban-planning and Directorate of the Environment decided to suspend the environmental con icts. records provisionally for a three-month period, counted In the urban-planning field6, the Ombudsman was from the date of notification to the infringer, also deter- responsible for an exemplary intervention in relation to mining compliance with a series of administrative injunc- Porto Santo Municipal Council, by virtue of an alleged tions. omission of measures, by that local authority, within the In terms of economic-financial issues and tax affairs, framework of the illegal situation of urban-planning veri- a complaint was made on the apparent omission of ins- fied in the complainant’s home address, in that munici- pection mechanisms for the exercise of tourism enter- pality. It was possible to overcome the illegal situation tainment activity in the Region9, by tourism and travel cited in the records, through enforcement and conclusion agencies, within the framework of Decree-Law no. of the competent case for legalization of the building, 209/97, of 13 August, in the wording given by Decree- under the terms specified in articles 106 and following -Law no. 263/2007, of 20 July. articles of Decree-Law no. 555/99, of 16 December, in the Publication of the Regional Legislative Decree no. wording given by Law no. 60/2007, of 4 September, and 12/2008/M, of 20 May, that adopted the new legal an administrative offence proceeding was also opened regime for tourism and travel agencies to the Autono- against the infringer. mous Region of Madeira, implemented by Decree-Law In terms of the environment, many complaints con- no. 263/2007, of 20 June, together with the entry into tinued to focus on noise disturbances, illegal landfills force of the Regional Legislative Decree no. 30/2008/M, and compliance with the legal regime on the obligatory of 12 August, that established the legal regime for tou- nature of protection and licensing in the scope of extrac- rism entertainment companies, has fostered more effec- tion of inert substances. tive preventive measures, together with prompt applica- In this regard, a case was opportunely drawn up in tion of administrative offence measures in situations of 2009, at the Ombudsman’s own initiative7 regarding the reiterated non-compliance by infringers. continued illegal extraction of inert substances in Ribeira In the field of social affairs, the small number of com- dos Socorridos – in the municipality of Funchal, in breach plaints filed focused on the deficient functioning of the of the obligatory protection and licensing regime speci- social security services. This led the Ombudsman’s Office 6 See Case R5923/08 (Madeira). 8 See the Case R3738/07 (Madeira). 7 Case P08/08 (Madeira). 9 See the Case R5807/07 (Madeira). 83  Autonomous Region of Madeira to intervene, often acting as a mediator, in order to regu- 3.3.8.1. Summary of several interventions by the larise the complainants’ tax status or update depen- Ombudsman dency benefits. In one situation in particular10, the decision to reject Case: P-08/08 (Madeira) the attribution of unemployment benefits, as formulated Entities addressed: Regional Secretariat of Social Equipment by the petitioner in November 2007, was contested. In and Transport; Regional Secretariat of the Environment and this context it was necessary to appraise the criterion Natural Resources corresponding to the guarantee period, as a cumulative Subject: Environment. condition for attribution of unemployment benefits (in accordance with the provisions established in Decree- Summary: -Law no. 220/2006, of 3 November, adapted to the Auto- After learning of continued illegal extraction of inert nomous Region of Madeira by the Regional Legislative substances from the Ribeira dos Socorridos – in the munici- Decree no. 21/2008/M, of 19 June), it was concluded pality of Funchal, in clear breach of the legal regime on the that the discounts made in this social protection regime, obligatory requirement for protection and licensing esta- could not be counted in conjunction with the discount blished by the Regional Regulatory Decree no. 7/2008/M period for the social security system, for the purposes of 21 April, and considering that such non-compliance of satisfying the guarantee period for access to the directly caused several environmental disasters in 2008, right to unemployment benefits, given that two distinct His Excellency the Ombudsman promptly determined that social protection regimes existed at the time, that led to a case should be opened, at his own initiative, under the various effects within the framework of unemployment terms of articles 4 and 24 of Law no. 9/91, of 9 April. protection for Public Administration employees. Within the time period identified herein, the compe- In relation to the public employment relationship, the tent entity (the Regional Secretariat of Social Equipment/ Local Office of the Ombudsman in the Autonomous Regional Directorate of Infrastructures and Equipment) Region of Madeira pursued diligent proceedings in rela- had neglected to enforce redressment mechanisms tion to the University of Madeira11, in order to appraise a intended to ensure compliance with the respective envi- situation of eventual intimidation and moral harassment ronmental legal requirement. The Ombudsman therefore in the workplace. Drawing up the records made it possi- consulted the body in question, in order to question the ble to restore legality in this regard. measures to be adopted or pondered in order to redress In the field of judicial issues, a brief reference should the situation in hand and exhorted the administrative be made to two complaints12 which were opened and authorities to apply administrative offence measures, in processed, motivated by alleged violent conduct by the situations of reiterated non-compliance by infringers. police authorities, wherein the Ombudsman’s Office After diligent proceedings pursued by the Local Office monitored the records on organisation of the respective of the Ombudsman of the Autonomous Region of Madeira internal enquiry and its transformation into a disciplinary verification proceedings were launched, overseen by the case. In this context, the respective case conclusions are Office of Studies and Opinions of the Regional Secretariat still being formulated. of Social Equipment, and the respective conclusions were In relation to tutelage of other fundamental education communicated to the Ombudsman. and teaching rights, a comment was made to the rector The new legal regime on protection, extraction and of the University of Madeira13, due to irregularities found dredging of inert substances in the coastal zone of the within admission procedure to the Master’s degree Autonomous Region of Madeira was also approved, under course in Economics (First Edition), for the 2008/09 aca- the terms stipulated by the Regional Legislative Decree no. demic year. Drawing up the case made it possible to 28/2008/M, of 12 August, that determined enforcement determine approval of the specific legal norm governing of more rigorous inspection mechanisms and promotion the series of studies under appraisal, in addition to the of more effective preventive measures on this issue. commitment to achieve prompt approval of the respec- Finally, communication was made of implementation tive specific norms in other courses provided by the Uni- of efforts aimed at approving the «Recovery plan for versity of Madeira. the Ribeira dos Socorridos», a document to be signed between the Regional Secretariat of the Environment and the Regional Secretariat of Social Equipment, that presupposes application of a series of systematic and structuring measures for that site, over a 5-year period. 10 Case R6280/08 (Madeira). The records were closed within the framework of 11 See Case R619/09 (Madeira). 12 Cases R4565/09 (Madeira) and R6139/09 (Madeira). paragraph c) of article 31 of the Ombudsman’s Statute 13 Case R2307/09 (Madeira). (Law no. 9/91, of 9 April), once legality was restored. 84  Autonomous Region of Madeira Case: R-619/09 (Madeira) shed in articles 32 and 41 of Decree-Law no. 433/82, of Entity addressed: University of Madeira 27 October, with its subsequent alterations. Subject: Public employment. During the aforementioned time period, the follo- wing administrative injunctions were determined: i) Summary: immediate suspension of the mining activity of mineral The intervention of the Ombudsman was requested substances in the site without the necessary license; ii) in the University of Madeira, in the framework of even- cleaning of the plot of land and removal of all residues tual intimidation and moral harassment in the respective deposited therein iii) placing of a fencing enclosure in workplace. order to impede illegal deposits of residues by third par- After diligent proceedings pursued by the Local Office ties; iv) deposit of an amount to a Social Solidarity Ins- of the Ombudsman of the Autonomous Region of Madeira titution. and organisation of a meeting between the intervening Information was obtained from the Regional Directo- parties in the case, the complainant reassumed effective rate of Trade, Industry and Energy, that illegal extraction exercise of her professional activity, and the Ombudsman of stone from the left bank of the Ribeira do Faial had was also informed of the transfer of the professor against been subject to careful monitoring and inspection by the which the complaint had been filed to another Higher respective services, and an administrative offence pro- Education institution. ceeding had been opened against the infringers identi- The records were closed within the framework of fied in this context, as a result of the topographical alte- paragraph c) of article 31 of the Ombudsman’s Statute rations caused to the site. (Law no. 9/91, of 9 April), once legality was restored. Notwithstanding this fact, the company responsible for the infringement appealed against the respective Case: R-3738/07 (Madeira) decision, and the matter was submitted to the Judicial Entities addressed: Santana Municipal Council and other Court of the District of Funchal, which is currently apprai- Subject: Environment. sing the records. The case was closed within the framework of para- Summary: graph c) of article 31 of the Ombudsman’s Statute (Law The intervention of the Ombudsman was reques- no. 9/91, of 9 April), once legality had been restored. ted in relation to alleged environmental damage and harm to public health caused by open-air depositing of Case: R-5807/07 (Madeira) earth and rubble in the riverbed and river banks of the Entity addressed: Regional Secretariat of Human Resources Ribeira da Metade – in the parish of Faial, municipality Subject: Economic-financial activities /tourism. of Santana. The Local Office of the Ombudsman’s Office for the Summary: Autonomous Region of Madeira initiated the competent A complaint was filed against the alleged omission of diligent proceedings with the Regional Directorate of inspection mechanisms for the exercise of tourism enter- the Environment/Madeira, Santana Municipal Council, tainment activities in the Region, by tourism and travel Regional Directorate of Public Buildings and the Regio- agencies that are subject to Decree-Law no. 209/97, nal Directorate of Trade, Industry and Energy. In this of 13 August, in the wording given by Decree-Law no. framework, it was possible to detect the existence of 263/2007, of 20 July. illegal mining activity of mineral substances in the left In the framework of compliance with the duty to pro- back of the estuary of the Ribeira do Faial. vide a prior hearing, established in article 34 of Law no. As a result, the Ombudsman ordered the respective 9/91, of 9 April, clarifications were provided by the Regio- administrative offence proceeding to be drawn up, by nal Secretariat of Human Resources, that explained that the respective administrative entities (Regional Directo- inspection actions had been carried out by the Regional rate of the Environment/Madeira and Regional Directo- Inspectorate for Economic Activities, specifically in the rate of Trade, Industry and Energy). Port of Funchal. The situations of illegality encountered After formulation of the proposal for a final decision, in this regard had also been filed to the competent cri- the Regional Directorate of the Environment decided minal bodies. A certain degree of inefficiency was also to provisionally suspend the records for a three-month recognised in relation to on-site inspection mechanisms period, counted from the date of the respective notifica- implemented by this Regional Inspectorate. The Inspec- tion to the infringer, under the terms specified in articles torate awaited submission, by the complainants, of a list 281 and 282 of the Penal Procedure Code, that apply on a of vehicles allegedly operating in a situation of illegality. subsidiary basis to the illicit act of a mere social offence Further to the diligent proceedings associated to dra- and the respective case, by virtue of the terms establi- wing up cases, implemented by the Local Office, the 85  Autonomous Region of Madeira Ombudsman’s Office was informed that a legal diploma is the Traffic Squadron of the Funchal Police Division. The being drawn up, aimed at adaptation to the Autonomous records were closed in the framework of paragraph c) of Region of Madeira of the regime introduced by Decree- article 31 of the Ombudsman’s Statute (Law no. 9/91, of -Law no. 263/2007, of 20 July, in order to ascribe new com- 9 April), after satisfying the requirements necessary to petencies to the organisations included within the struc- restore legality in this regard. ture of the Regional Secretariat of Tourism and Transport, in particular the Regional Directorate of Tourism. Case: R-2307/09 (Madeira) Publication of the Regional Legislative Decree no. Entity addressed: University of Madeira 12/2008/M, of 20 May, which adapted to the Autono- Subject: Education and teaching mous Region of Madeira the new regime on tourism and travel agencies, implemented by Decree-Law no. Summary: 263/2007, of 20 June, together with the entry into force The intervention of the Ombudsman was requested in of the Regional Legislative Decree no. 30/2008/M, of 12 relation to the Rector of the University of Madeira, due August, which established the legal regime for tourism to irregularities found within the framework of the pro- entertainment companies, led to the promotion of more cedure for admission to the Master’s Degree course in effective preventive measures, together with prompt Economics (First Edition), corresponding to the academic application of administrative offence measures in situa- year of 2008/09. tions of re-iterated non-compliance by infringers. After conclusion of the competent diligent proceedings Since then, the Ombudsman has monitored the dili- associated to drawing up the case opened in relation to gent inspection procedures carried out by the inspection the entity addressed, approval of a specific legal norm services of the Regional Directorate of Tourism, in par- was determined, governing the series of studies under ticular 13 joint initiatives undertaken, in 2009, in colla- appraisal, in addition to the commitment to achieve boration with the Regional Directorate of Land Transport prompt approval of the respective specific norms in and the Regional Command of the Police Force (PSP) other courses provided by the University of Madeira. – Madeira. After analysing the administrative work, it A comment was formulated to the entity addressed, in was possible to identify situations that will lead to sum- conformity with the provisions established in article 33 mons to be filed for an administrative offence, toge- of Law no. 9/91, of 9 April (the Ombudsman’s Statute). ther with monthly scheduling of inspections of tourism For further details, consult the link. information professionals, in partnership with the other http://www.provedor-jus.pt/restrito/rec_ficheiros/ competent bodies in this field, and in accordance with Ofic_R2307_09_2.pdf the official reports of joint operations implemented by 86 RELATIONS WITH EUROPEAN AND INTERNATIONAL ORGANIZATIONS AND WITH OTHER OMBUDSMEN AND EQUIVALENT INSTITUTIONS  4.1. International Relations Ȓ3DUWLFLSDWLRQ DV D PHPEHU LQ WKH 0HGLWHUUDQHDQ Ombudsmen Association (AOM) and in the Ibero- In today’s increasingly internationalised world, where American Federation of Ombudsmen(FIO). It is also challenges are increasingly shared, with more and more important to mention the fact that the Portuguese common solutions, the activity pursued by the Portu- Ombudsman was elected as Deputy-Chairman of the guese Ombudsman in the framework of cooperation FIO, in the FIO’s XIV conference and general meeting, with equivalent foreign and international entities and held on 28-29 October 2009; organizations, is of fundamental importance. Ȓ&RPELQHGHIIRUWVDQGH[FKDQJHRIH[SHULHQFHVZLWKLQ Ȓ,QDGGLWLRQWRELODWHUDOFRRSHUDWLRQRWKHUNH\DFWLYLWLHV the Portuguese-speaking world, in order to foster dis- include: semination of the figure of the Ombudsman within this Ȓ,Q WKH (XURSHDQ 8QLRQ UHODWLRQV ZLWK WKH (XURSHDQ area; Ombudsman and with the Ombudsmen of other mem- Ȓ3DUWLFLSDWLRQDVDPHPEHULQWKH,QWHUQDWLRQDO2PEXGV- ber states and candidate countries, specifically via the man Institute (IOI), in particular in the context of the European Ombudsmen Network; European region; Ȓ,QWKHIUDPHZRUNRIWKH&RXQFLORI(XURSHFRRSHUDWLRQ Ȓ7KH 2PEXGVPDQȋV VWDWXV DV WKH 3RUWXJXHVH QDWLRQDO with the Commissioner for Human Rights and with the human rights institution in conformity with the Paris Prin- equivalent institutions of the member states, above all ciples, which confers the possibility of taking an active part through the round tables of national Ombudsmen and a in various forums and debates within the United Nations network of Contact persons; - first and foremost in the Human Rights Committee. Ȓ3DUWLFLSDWLRQDVDPHPEHULQWKH(XURSHDQ1HWZRUNRI Ȓ7KHNH\HYHQWVRUJDQLVHGDWWKHLQWHUQDWLRQDOOHYHOLQ Ombudsmen for Children (ENOC) and in the European 2009, which the Ombudsman attended or sent a del- Ombudsman Institute (EOI); egate, include the following: 7th Seminar of the National Ombudsmen of the Member- Paphos, Cyprus Coordinator States of the EU and candidate countries 5-7 April Dr. João Portugal «Alliance of Civilizations: International Conference on Human Rights», organised by the Presidency of Human Ankara, Turkey Adviser Rights that reports to the Prime Minister of the Republic of 21-23 May Dra. Catarina Ventura Turkey IX World Conference of the International Ombudsman Dr. Jorge Silveira Institute (IOI) and the ceremony to commemorate Stockholm, Sweden in his capacity as acting the bicentenary of institutionalisation of the Swedish 9-12 June Ombudsman parliamentary Ombudsman Deputy Ombudsman Dra. Helena Vera-Cruz Pinto 13th Annual Conference and general meeting of the Paris, France European Network of Ombudsmen for Children (ENOC), 23-25 September Assistant in the Ombudsman’s dedicated to the topic «The higher interest of the child» Cabinet Dra. Adriana Barreiros Ombudsman Juiz Conselheiro Alfredo José de Sousa XIV Annual Conference and General Meeting of the Ibero- Madrid, Spain Deputy Ombudsman American Federation of Ombudsmen(FIO) 28-29 October Dr. Jorge Silveira Coordinator Dr. João Portugal Inauguration of the head office of the Mediterranean Ombudsmen Association (AOM), followed by an International Conference dedicated to the topic «What Tangiers, Morocco Deputy Ombudsman role is played by international and regional networks of 4 November Dra. Helena Vera-Cruz Pinto Ombudsmen in the promotion and development of these institutions? 88  Ombudsman 1st International Forum of Ombudsmen, organised by the Brasilia, Brazil Councillor Judge Alfredo José General Ombudsman of the Union 10-12 November de Sousa Meeting of the Working group of the Universal Periodic Assistant to the Ombudsman’s Geneva, Switzerland Revision, of the United Nations, dedicated to examination Cabinet 4 December of Portugal Dra. Adriana Barreiros Educational Training Course in Children’s Human Rights, Helsinki, Finland Staff-member organised by the Council of Europe 3-5 December Dra. Teresa Cadavez Ombudsman Councillor Judge Alfredo José 3rd Meeting of the Mediterranean Ombudsmen Association de Sousa Athens, Greece (AOM), dedicated to the topic «Transparency in public 14-15 December services – what role for the Ombudsman?» Deputy Ombudsman Dra. Helena Vera-Cruz Pinto Finally, it is also important to consider, in the ambit of International Relations, visits from foreign delegations received by the Portuguese Ombudsman and/or by its staff members. 2009, was a transition year between mandates, and there was only one official visit, on 22 September, by the Ambassador of the Republic of the Uzbekistan in Por- tugal, Mr. Aloev Bakhromjon (who resides in France), to establish exploratory contacts for signing a Protocol between the Ombudsmen of both countries. The Portuguese Ombudsman has also aroused con- siderable academic interest. In 2009, there was a visit by Prof. Miyuky Sato, Associate Professor at the Univer- sity of Kyorin, in Japan, for the purposes of comparative analysis. 89 MANAGEMENT OF RESOURCES  5.1. Administrative and Financial 2009 Budget Management Initial Budget 5 446 326,78 € The Budget of the Ombudsman’s Office for 2009 pre- Staff expenses 4 162 804,81 € sented an equivalent amount to that recorded in 2008, Acquisition of current services and 679 221,13 € goods with only a 1% increase, due to adjustment for inflation. Budgetary execution was based on principles of trans- Rents 15 922,00 € parency and economy, compliance with the budgetary Training 26 312,47 € execution norms for 2009. Investment expenses 223 967,58 € Personnel Management in the Ombudsman’s services, including the Local Offices of the Autonomous Regions of the Azores and Madeira, was undertaken in accordance with evolution of the needs experienced over the course Staff in functions in the Ombudsman’s Services of 2009, with a slight reduction in expenses. (as of 31 December 2009) Overall budgetary execution and, in particular, of Ombudsman’s Cabinet and Deputy Ombudsmen 10 amounts assigned to acquisition of goods and services, ensured that the previously stipulated limits were not Advisory Services 46 exceeded. The amount presented for rents, corresponds to the Directorate of Technical Services and Administrative 41 expenses assumed with the premises of the Local Office Support of the Autonomous Region of the Azores. In 2009, the main professional training priority was Contracted Staff 7 training initiatives on legislation applying to the civil ser- vice and new rules on hiring civil servants. 33 training initiatives were organised for 42 trainees with an aver- 5.2. Public relations age duration of 21 hours. In relation to investment expenditure, this amount In 2009, there continued to be personalised attend- was spent on construction of a new floor in order to ance - either in person, or via the telephone - in order to: resolve, if only partially, the physical space limitations of Bring the Ombudsman closer to citizens; the existing premises and enable better administration Inform citizens about their right to present a complaint of previous major maintenance problems. to the Ombudsman; Provide a swifter response to information requests regarding open cases. 92 5.2.1. Public Attendance Telephone Attendance Attendance in person General Number Hotline Year Information Other New Information Other New Information Other New Total Total Total on cases information Complaints on cases information Complaints on cases information Complaints 2008 334 276 434 1044 1326 1257 18 2601 120 1615 18 1753 2009 582 296 615 1493 1603 987 25 2615 162 1227 24 1413 5.2.2. Attendance in person 5.2.3. Telephone Attendance General Telephone Number Information Other New Year Total 1600 on cases information Complaints 1493 1400 2008 1326 1257 18 2601 1200 2009 1603 987 25 2615 1044 1000 800 582 615 600 434 400 334 276 296 200 3000 2615 2601 0 2500 2008 2009 Information on casess New Complaints 2000 1603 1500 Other information Total 1326 1257 987 1000 500 The number of information requests presented in per- 25 18 son increased in 2009 and the number of new complaints 0 submitted to the Directorate of Information and Public 2008 2009 Relations also increased. Information on casess New Complaints Other information Total 93  5.3. The Ombudsman’s portal Hotline The Ombudsman’s portal remained updated through- Information Other New out 2009 in order to provide information on the Ombuds- Year Total on cases information Complaints man. 2008 120 1615 18 1753 The highest number of accesses to the portal was recorded in November. 2009 162 1227 24 1413 2000 1753 1800 1615 1600 1413 1400 1227 1200 1000 800 600 400 120 162 200 24 18 0 2008 2009 Information on casess New Complaints Other information Total Monthly accesses to the Portal 2000 7853 1800 7219 7302 6567 1600 6243 5948 1400 5559 4955 1200 4308 4166 3929 3953 1000 800 600 400 200 0 ry rch ril y st er er er be ua ary Ma e y mb r Ap Jun Jul gu tob ve Jan Fe Ma Au mb cem bru pte Oc Se No De 94 ANALYTIC INDEX  Subject Proc. No. / Page no. Entity addressed Citizens with Disabilities Parking Card. 09/2262-R(A5) - page 65 Institute of Mobility and Land Transport (IMTT) Civil liability Tourism entertainment 07/5807-R(Madeira) - page 85 Regional Secretariat of Human Resources Consumer rights Transport. 09/1383-R(A2) - page 48 CARRIS Water. Interruption of water supply. 09/2014-R(A2) - page 49 INDAQUA Matosinhos Education Access to Higher Education. 09/3423-R(A6) - page 74 Instituto Superior de Engenharia, Lisbon Admission to a Master’s degree 09/2307-R(Madeira) - page 86 University of Madeira course. Obligatory schooling. 08/5296-R(A6) - page 75 Ministry of Education Environment Regional Secretariat of Social Equipment and Illegal extraction of inert substances. 08/0008-P(Madeira) - page 84 Transport; Regional Secretariat of the Environment and Natural Resources Open-air depositing. 07/3738-R (Madeira) - page 85 Santana Municipal Council and other European and national funds «Porta 65-Young People» 09/3015-R(A2) - page 48 Institute of Housing and Urban Renewal Programme. Financial issues 08/0838-R(A2); 08/3084-R(A2); Savings certificates. Minister of State and Finances 08/0386-R(A2) - page 47 Special low-interest rate mortgage 07/6522-R(A2) - page 42 Minister of State and Finances credit Health Non-existence of a referral network for the specialist area of plastic 08/4250-R(A6) - page 74 Ministry of Health surgery Justice Administration Institute of Financial Management and Attorneys’ fees. 09/3042-R(A5) - page 65 Infrastructures of the Justice System Labour issues Attribution of a productivity bonus. 09/1142-R(A3) - page 55 TAP Leisure Dogs. Capture, kennelling and 08/4579-R(Azores) - page 80 Lajes do Pico Municipal Council slaughter. Media Journalists’ Statute. 08/3138-R(A6) - page 74 Government 96 Penitentiary system Access to a prison establishment by 09/1026-R(A6) - page 54 Directorate-General of Prison Services a solicitor. Intimate visits 08/3109-R(A6) - page 73 Directorate-General of Prison Services Public Employment Competition for fixed-term contract. 09/2184-R(A4) - page 58 Sophia de Mello Breyner Schools Grouping Counting of time of service. 07/3412-R(Azores) - page 80 Regional Directorate of the Communities Regional Health Directorate of the Regional Integration into full-time staff 08/5926-R(Azores) - page 78 Government of the Azores Intimidation and harassment. 09/0619-R(Madeira) - page 85 University of Madeira Directorate-General of Veterinary Sciences Performance evaluation. 08/5278-R(A4) - page 59 (MADRP) Teacher. Overtime service. 07/5901-R(Azores) - page 79 Regional Directorate of the Communities Transition to the regime of an 09/4890-R(A4); 09/6455-R(A4) - Institute of Employment and Professional Training, individual employment contract. page 59 I.P. (IEFP; I.P.); Institute of Social Security Use of parental leave. 09/2368-R(A4) - page 60 District Hospital of Pombal, S.A. Registry services and notary public services Concession of Portuguese nationality. 08/5580-R(A5) - page 66 Central Registry Office (CRC) Institute of Registry services and of Notary public Land registration. 09/2479-R(A5) - page 65 services Social Security Civil Servants Pension Scheme, I.P.; Secretary of Delay in the attribution of pensions. 08/1026-R(A3) - page 54 State Adjunct and of the Budget Institute of Social Security, I.P.; Secretary of State for Disability allowance. 09/2155-R(A3) - page 54 Social Security Family allowance for children and 09/1093-R(A3) - page 53 Secretary of State for Social Security young people. Unemployment Benefits. 09/0004-P(A3) - page 53 Secretary of State for Social Security Tax affairs Municipal Property Tax (IMI). 07/2421-R(Azores) - page 77 Angra do Heroísmo Tax Office Territorial planning 03/0016-P(A1); 09/1675-R(A1) - Ministry of Agriculture, Rural Development and Municipal forestry protection plans page 43 Fisheries Municipal forestry protection plans 08/5392-R(A1) - page 44 Condeixa-a-Nova Municipal Council Urban planning Construction works. 07/0358-R(A1) - page 44 Fafe Municipal Council Construction works. 07/5935-R(A1) - page 44 Cascais Municipal Council Urban renting. 08/3574-R(A1) - page 43 Pombal Municipal Council 97  The Ombudsman’s Publications Ȓ Reports of the Ombudsman to the Assembly of the Ȓ As Nossas Prisões (Our Prisons) – II: Ombudsman’s Republic, 1976 to 2009 Special Report to the Assembly of the Republic – http://www.provedor-jus.pt/relatoriosan.php 1999, 1999 http://www.provedor-jus.pt/restrito/pub_ficheiros/ Ȓ Menores em Risco numa Sociedade de Mudança RelPrisoes1998_II.pdf (Minors at Risk in a Changing Society), 1992 Ȓ O Provedor de Justiça - Defensor do Ambiente (The Ȓ XX Anniversary of the Ombudsman: Studies, 1995 Ombudsman - Defender of the Environment), 2000 http://www.provedor-jus.pt/restrito/pub_ficheiros/ Ȓ 4th Round Table of the European Ombudsmen, 1995 Ombudsman_Environment.pdf Ȓ 20 Years of the Ombudsman, 1996 Ȓ Provedor de Justiça: Estatuto e Lei Orgânica (Ombudsman: Statute and Organisational law), 2001 Ȓ Ombudsman – 20th Anniversary 1975 – 1995: Commemorative Session in the Assembly of the Ȓ O Cidadão, o Provedor de Justiça e as Entidades Republic, 1996 Administrativas Independentes (The Citizen, the http://www.provedor-jus.pt/restrito/pub_ficheiros/ Ombudsman and Independent Administrative Bodies), Sessao20Anos_textos.pdf 2002 http://www.provedorjus.pt/restrito/pub_ficheiros/Cid Ȓ Relatório sobre o Sistema Prisional (Report on the adao&ProvedorJustica&EntidadesAdministrativasInde Prison System), 1996 pendentes.pdf http://www.provedor-jus.pt/restrito/pub_ficheiros/ RelPrisoes1996.pdf Ȓ Ombudsman: New Competencies, New Functions: VII Annual Conference of the Ibero-American Ȓ As Nossas Prisões (Our Prisons): Ombudsman’s Ombudsman Federation, 2002 Special Report to the Assembly of the Republic – http://www.provedorjus.pt/restrito/pub_ficheiros/ 1996, 1997 FIO_VIIcongressoAnual_LisbonNov2002.pdf http://www.provedor-jus.pt/restrito/pub_ficheiros/ RelPrisoes1996.pdf Ȓ Democracia e Direitos Humanos no Séc. XXI, (Democracy and Human Rights in the 21st Century), Ȓ Institute of Social Reinsertion: Special Report to the 2003 Assembly of the Republic – 1997, 1997 http://www.provedor-jus.pt/restrito/pub_ficheiros/ http://www.provedor-jus.pt/restrito/pub_ficheiros/ DemoDirHumanos.pdf IRSocial.pdf Ȓ As Nossas Prisões (Our Prisons) – III Report, 2003 Ȓ Portugal: The Ombudsman/Le Médiateur: Statute/ http://www.provedor-jus.pt/restrito/pub_ficheiros/ Statut, 1998 RelPrisoes2003.pdf Ȓ A Provedoria de Justiça na Salvaguarda dos Direitos Ȓ O Provedor de Justiça e a Reabilitação Urbana (The do Homem (The Ombudsman’s Office in safeguarding Ombudsman and Urban Renewal), 2004 Human Rights), 1998 http://www.provedor-jus.pt/restrito/pub_ficheiros/ http://www.provedor-jus.pt/restrito/pub_ LivroReabilitacaoUrbana.pdf ficheiros/50anos_Direitos_Homem.pdf 98 Ȓ O Exercício do Direito de Queixa como Forma Ȓ O Provedor de Justiça na Defesa da Constituição (The de Participação Política (Exercise of the Right of Ombudsman in Defence of the Constitution), 2008 Complaint as a Form of Political Participation), 2005 http://www.provedor-jus.pt/restrito/pub_ficheiros/ http://www.provedor-jus.pt/restrito/pub_ficheiros/ ProvedorJusticaNaDefesaConstituicao.pdf ExercicioDireitoQueixa.pdf Ȓ The Ombudsman – New Studies, 2008 http://www.provedor-jus.pt/restrito/pub_ficheiros/ Ȓ The Ombudsman: Studies, 2005 ProvedorJustica_NovosEstudos.pdf http://www.provedorjus.pt/restrito/pub_ficheiros/ Studies_VolumeComemorativo30Anos.pdf Ȓ Relatórios Sociais: Imigração, Direitos das Mulheres, Infância e Juventude, Protecção da Saúde e Sistema Ȓ Ombudsman’s Statute – Edition Braille, 2006 Penitenciário (Social Reports: Immigration, Women’s Children’s and Young People’s Rights, Protection of Ȓ Direitos Humanos e Ombudsman: Paradigma para the Health and Penitentiary System), 2008 uma instituição secular (Human Rights and the http://www.provedor-jus.pt/restrito/pub_ficheiros/ Ombudsman: Paradigm for a century-old institution), RelatoriosSociais2008.pdf 2007 http://www.provedor-jus.pt/restrito/pub_ficheiros/ DireitosHumanos_Ombudsman.pdf Ȓ Statute of the Portuguese Ombudsman, 2007 99