Frequently Asked Questions (FAQ)

Who can address the Ombudsman?

Complaints and alerts to the Ombudsman can be submitted by all individuals without distinction of citizenship, gender, religious beliefs, political affiliation. Complaints and alerts to the Ombudsman may also be submitted by children.
Civic and non-governmental associations, industry, employers' and other organisations may also contact the Ombudsman about maladministration practices, abuses or conditions that violate people' rights and freedoms.

In what cases can one address the Ombudsman?

You can contact the Ombudsman with a complaint or an alert concerning the work of:
• state and municipal authorities and their administrations;
• persons who provide public services, such as heating, electricity, telecommunications, water and sewerage services, education, healthcare, etc.
• the administration of the judiciary - for example, when court proceedings are unjustifiably delayed and pending for years.

In what cases the Ombudsman is not able to intervene?

The Ombudsman does not consider complaints and alerts concerning:

• the work of the National Assembly, the President, the Constitutional Court, the Supreme Judicial Council and the Court of Auditors;
• the administration of justice by the judiciary- court, prosecution and investigation, where there is a final court decision, an act of the prosecution or investigation; or on the merits of pending judicial or pre-trial proceedings;
• private relations between persons -e.g. inter-neighbourly or kinship conflicts and disputes; disputes between persons and private companies, cooperatives, banks, etc.
• private relations between persons -e.g. inter-neighbourly or kinship conflicts and disputes; disputes between persons and private companies, cooperatives, banks, etc.
• complaints and alerts related to events of over two years ago or which are anonymous. 

You can also contact the Ombudsman to report the unconstitutionality of a law that violates fundamental rights and freedoms.

In what language can one write to the Ombudsman?

The official language in which complaints and alerts are submitted and in which the Ombudsman's replies are drafted is Bulgarian. Exceptions are allowed for people who do not speak Bulgarian.

Complaints and alerts sent electronically in Bulgarian must be written in Cyrillic. An exception is made for those  living abroad who do not have the necessary software.

What information does one need to provide?

In order to investigate, take timely action and notify the complainant of the outcome of the complaint, the complaint must contain the following information:
• Name of the complainant;
• Permanent and/or mailing address;
• Telephone number;
• A complete, accurate and clear description of the violation, stating the specific facts of the case, the time (period) when the violation occurred, the date of the related documents or administrative acts referenced in the complaint and their registration number. It is advisable to avoid reference to events and persons not directly related to the problem described.
• Accurate and up-to-date details of the person/entity the complaint is directed against;
• Information as to whether the same case is being dealt with by a court or by the prosecutor's office at the time the complaint is lodged and whether there have been any previous dealings with the matter in state or municipal authorities or in court.
• The specific results the complainant expects as a result of the ombudsman's intervention;
• Copies of documents proving the violation and/or the refusal of other governmental authorities to resolve the matter, if any.

In the online complaint submission form, „Protect my identity“ (under Article 19 of the Regulation on the Ombudsman‘s Organisation and Activities) means that you may request that no details related to your identity be noted in the Ombudsman‘s register.

Something Important

Comprehensive information is important for the successful handling of the case within a reasonable time. Lack of some of the listed information is not a reason to refuse the complaint, but will delay its consideration. Administrative staff may ask the person filing the complaint for clarifying information and only after receiving it, enter the complaint in the register of complaints and alerts, forwarding it for examination.