jaarverslag 2010 de federale Ombudsman JAARVERSLAG - EOI
jaarverslag 2010 de federale Ombudsman JAARVERSLAG - EOI
jaarverslag 2010 de federale Ombudsman JAARVERSLAG - EOI
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Inhoudstafel<br />
Voorwoord ............................................................................................................................................................................................................................................................................................................................................. 5<br />
I. Werking en beheer ..................................................................................................................................................................................................................................................................................................... 9<br />
Balans, uitdagingen en vooruitzichten ......................................................................................................................................................................................................... 11<br />
Het beheer ............................................................................................................................................................................................................................................................................................................... 19<br />
II. Algemene cijfers ............................................................................................................................................................................................................................................................................................................. 23<br />
1. Inleiding ................................................................................................................................................................................................................................................................................................................. 25<br />
2. Algemene statistieken .......................................................................................................................................................................................................................................................... 25<br />
III. Analyse van <strong>de</strong> behan<strong>de</strong>l<strong>de</strong> klachten ........................................................................................................................................................................................................................... 39<br />
Inleiding .............................................................................................................................................................................................................................................................................................................................. 41<br />
1. Eerbiediging van <strong>de</strong> grondrechten .......................................................................................................................................................................................................... 42<br />
2. Naar een menselijke administratie ......................................................................................................................................................................................................... 51<br />
3. De Belgische administratie in <strong>de</strong> internationale context .................................................................................................................... 59<br />
4. Informatie en aangepaste communicatie ................................................................................................................................................................................. 65<br />
5. De motivering van <strong>de</strong> beslissingen ........................................................................................................................................................................................................ 76<br />
6. De administratie moet <strong>de</strong> belangen van <strong>de</strong> Staat waarborgen… ................................................................................ 79<br />
7. Coördinatie tussen overheidsdiensten op hetzelf<strong>de</strong> niveau en op verschillen<strong>de</strong><br />
niveaus ..................................................................................................................................................................................................................................................................................................................... 84<br />
8. Automatisering en sommige gevolgen ......................................................................................................................................................................................... 88<br />
9. De bemid<strong>de</strong>ling en <strong>de</strong> meerwaar<strong>de</strong> van <strong>de</strong> tussenkomst van een neutraal en<br />
onafhankelijk tussenpersoon ................................................................................................................................................................................................................................ 91<br />
10. Klachten die <strong>de</strong> fe<strong>de</strong>rale <strong>Ombudsman</strong> niet kan behan<strong>de</strong>len en informatievragen .......... 96<br />
IV. Cijfers per administratie ........................................................................................................................................................................................................................................................................... 99<br />
1. Inleiding ................................................................................................................................................................................................................................................................................................................. 101<br />
2. Statistieken ..................................................................................................................................................................................................................................................................................................... 102<br />
V. Aanbevelingen ....................................................................................................................................................................................................................................................................................................................... 129<br />
1. Inleiding ................................................................................................................................................................................................................................................................................................................. 131<br />
2. Aanbevelingen aan het Parlement ............................................................................................................................................................................................................ 131<br />
3. In <strong>2010</strong> aan <strong>de</strong> administratie gerichte aanbevelingen ................................................................................................................................ 150<br />
Bijlagen ............................................................................................................................................................................................................................................................................................................................................................... 163<br />
Bijlage 1 - Wet van 22 maart 1995 tot instelling van fe<strong>de</strong>rale ombudsmannen ..................................... 165<br />
Bijlage 2 - Charter voor een klantvrien<strong>de</strong>lijke overheid ................................................................................................................................... 169<br />
189<br />
<strong>JAARVERSLAG</strong> <strong>2010</strong>