In order to assess the experiences of citizens in relation to public officials and to identify potential solutions to enhance the relationship between them and state institutions, a survey was conducted as part of the campaign "STOP abuses by public officials", initiated by FACIAS. The objective of the campaign is to enhance public awareness and optimise the mechanisms for holding public officials to account, thereby guaranteeing fair, transparent and respectful interaction between citizens and the authorities.
A content analysis of the responses received identified the five public institutions where citizens reported the most unfavourable experiences. These were City Hall, Pension House, ANAF, Ministries and the School Inspectorate, in descending order of the number of complaints.
The graph below illustrates the distribution of complaints by these institutions.
Examples of unpleasant experiences reported by citizens include:
- ANAF: Refusal to perform duties, rude behavior, lack of training, inefficiency, lack of interest;
- Pension House: Lack of training
- School Inspectorate: Refusal to provide guidance, refusal to perform duties, lack of training;
- Ministry: Lack of training
- City Hall: Lack of training, inefficiency, lack of interest.
In terms of formal complaints, around 40,8% of respondents lodged complaints, while 59,2% did not lodge any complaints. From the complaints lodged, the following results were reported:
- The complaint was closed (rejected): 36,3% of cases;
- No reply to the complaint: 36,3% of cases;
- The complaint was admitted but without the civil servant being sanctioned in any concrete way: 24,8% of cases;
- The complaint was admitted and the civil servant was sanctioned: 2,6% of cases.
FACIAS posits that a normal relationship between citizens and public institutions should be based on transparency, mutual respect and efficiency. Citizens are entitled to receive clear and accurate information, to be treated with respect and to receive efficient public services. Civil servants are duty-bound to respect the principles of ethics and professionalism, to provide appropriate assistance and to treat every citizen impartially.