site.btaOver 102,000 Citizens and Organization Representatives Sought Ombudsman's Assistance in 2025

More than 102,000 citizens and representatives of organizations sought assistance from the Ombudsman institution in 2025, according to its annual report submitted to the National Assembly and sent to the media on Wednesday by the Ombudsman's press office.

A total of 102,138 citizens and representatives of organizations turned to the Ombudsman last year. The number of complaints and reports filed reached 10,256, while 12,418 individuals received support through reception offices. Additionally, 63,440 people sought assistance through collective petitions.
 
During the past year, the institution carried out a significant number of inspections. Recommendations were issued in 1,678 cases; formal opinions were provided in 5,503 cases; advice was given in 914 cases; and mediation was undertaken in 758 cases.

In 2025, the institution also secured its international reaccreditation with the highest possible "A" status according to the Paris Principles, certifying its compliance with the international standards for independence, impartiality, pluralism, transparency, and protection and promotion of human rights.

The largest share of complaints, 26.15%, concerned violations of consumer rights. These were followed by reports related to social rights, healthcare and education, which accounted for 15.22% of the total.

As a National Preventive Mechanism (NPM), the Ombudsman focuses on places where individuals are deprived of liberty or detained by a state authority, from which they cannot leave voluntarily. An increase was observed in complaints regarding fundamental rights and freedoms and the activities of the NPM, which accounted for 10.68%, as well as in complaints against private law entities (9.09%) and reports of poor administrative service (8.32%).

Complaints concerning property rights and economic freedom accounted for 9.17% of the total. Those related to the rights of persons with disabilities made up 6.38%, while complaints regarding children's rights accounted for 4.83%. Reports concerning the right to a clean environment accounted for 3.47%.

The report notes that in 2025 the institution was particularly active in protecting consumer rights in the district heating and water supply sectors, including during the water shortage crisis.

Among the achievements in the financial services sector is the creation of a mechanism allowing debt erasure from the Bulgarian National Bank's Central Credit Register when contracts are declared null and void by a court.

According to the Ombudsman's annual report, the data indicate the growing significance of issues relating to fundamental rights, administrative services and dealings with private entities, underscoring the need for sustainable institutional solutions.