News

1 April 2026

In 2025, the Ombudsman Institution reaffirmed its role as an active defender of citizens’ rights. A total of 102,138 citizens and representatives of organisations sought assistance from it. 10,256 complaints and reports were filed, 12,418 people received support at the reception offices, and 63,440 citizens approached the institution with collective petitions. This is evident in the Ombudsman’s Annual Report for last year, which was submitted to the National Assembly.

The data also show that a significant number of inspections were conducted during the year, with recommendations issued in 1,678 cases, opinions issued in 5,503 cases, advice provided in 914 cases, and mediation carried out in 758 cases.

2025 was a pivotal year—following the election of Velislava Delcheva as Ombudsman, the Institution’s full capacity was restored. International re-accreditation with “A” status was also successfully secured. This status guarantees that the Institution meets the highest international standards for independence, impartiality, pluralism, transparency, and the broadest possible mandate in the protection and promotion of human rights. It also confirms the full compliance of the Ombudsman’s activities with the Paris Principles—the fundamental international standard for the functioning of national human rights institutions.

The analysis of complaints for 2025 again shows that violations of consumer rights account for the largest share—26.15%, followed by social rights, healthcare, and education—15.22%. An increase is also reported in signals related to fundamental rights and freedoms and the activities of the National Preventive Mechanism – 10.68%, as well as in complaints against private entities – 9.09%, and those regarding poor administrative service – 8.32%.

The share of complaints related to property rights and economic freedom remains stable at 9.17%, while the share of complaints regarding the rights of persons with disabilities stands at 6.38% and that regarding children's rights at 4.83%, with both categories again showing an increase. Complaints related to the right to a clean environment account for 3.47%, with the remaining categories accounting for a smaller share, including requests for legislative changes, reports of discrimination, and cases related to the protection of whistleblowers.

The data clearly highlight the growing significance of issues related to fundamental rights, administrative services, and relations with private entities, which requires sustainable institutional solutions.

In 2025, the Ombudsman Institution was active in protecting consumer rights, particularly in the heating and water supply sectors, including during the water crisis. Ombudsman Velislava Delcheva called for specific measures, compensation, and a fairer pricing model. Proposals were made to eliminate the “water meter fee” and to protect citizens from substandard services.

In the field of financial services, a concrete regulatory outcome has been achieved by establishing the possibility of removing citizens’ credit obligations from the Bulgarian National Bank’s Central Credit Register when their contracts are declared null and void by a court.

One of Velislava Delcheva’s key initiatives is the national campaign “Pensions in Euros,” through which dozens of elderly people have been consulted at outreach offices across the country regarding the upcoming introduction of the euro.

Children’s rights are a top priority for the Ombudsman’s work in 2025. Delcheva once again placed the Institution's focus on the need for comprehensive reform in juvenile justice, aimed at removing children from the criminal justice system and implementing modern social, restorative, and preventive measures. She also emphasised the need to support children at risk and children in conflict with the law, as well as the need to build an integrated system of services for them and their families. Separately, hundreds of students from Sofia and across the country participated in civics classes, during which the Ombudsman explained children’s rights to them through discussions.

A key element of this policy is active partnership with the civil society sector. At the initiative of Ombudsman Velislava Delcheva, a Civil Society Advisory Council was established in 2025, comprising experts from non-governmental organisations, which works on priority issues, including juvenile justice reform. Through this format, the Institution strengthens its dialogue with the professional community and incorporates the expertise of the non-governmental sector into the development of specific legislative solutions.

The 2025 Annual Report outlines both the concrete results of the Institution’s activities and the need for consistent and long-term policies to effectively protect citizens’ rights.