> The report is available in Dutch
The National Ombudsman has investigated nine long-standing complaints from citizens about the Spatial Planning and Development Department of the Public Entity of Bonaire (openbaar lichaam Bonaire (“OLB”)). All the citizens in question had complained about the lack of clarity as to how their applications or requests were being handled. Seven of them had submitted an application to the OLB for a piece of land, either on a long lease or for rent, residential or commercial purposes. Two had submitted a request due to poor maintenance of the public road leading to their home or plot.
They did not receive clear information from the OLB about how their applications or requests would be dealt with. As a result, they were uncertain about that for an extended period of time. That had a major impact on their lives and their plans for the future. By carrying out this investigation, the Ombudsman wanted to ensure that it was clear what citizens could expect from the OLB. He also wanted to ensure further improvement to the OLB's services to prevent other citizens from encountering the same problems.
Based on the investigation, the Ombudsman finds the complaints to be justified. He concludes that the OLB did not act properly because the applications and requests had not been processed promptly and efficiently. In addition, citizens had not been properly informed and kept up to date about the processing of their applications or requests. Nor had they been given clear answers to their questions when they contacted the OLB themselves. The responses they received varied. In some cases they received no response at all, or it was not sent in a timely manner. They also received incomplete, incorrect or contradictory information. Nor were they offered a solution and/or sent a clear response if they submitted a complaint to the OLB (via the Ombudsman or otherwise).
The citizens feel that they are not being taken seriously, as they are having to wait a long time for their application or request to be processed and they are not given any clarity about what they can expect from the OLB. This is eroding confidence in the OLB.
The Ombudsman understands the difficult circumstances, such as staff shortages and a rapidly growing population, which causes difficulties to the OLB in performing its responsibilities. Although this might be an explanation for the situation, the Ombudsman does not believe that they are legitimate reasons for failing to provide proper information or for inefficiency.
The Ombudsman expects the government, which of course includes the OLB, to have its affairs in order and to put citizens first. This means that it must take questions and requests as well as complaints from citizens seriously and deal with them promptly and efficiently. It also means properly informing citizens about what they can expect from the government and when.
In concrete terms, this means that the OLB must process applications, requests or complaints as quickly and efficiently as possible, with citizens being actively informed about how and within what time frame they will be dealt with. Citizens should also be sent acknowledgement of receipt with information about the processing time and the department and/or employee handling the matter. If a time limit is not met, the OLB must send a letter in the interim explaining the delay and providing a new time limit for giving a decision or response. It is also important for the OLB to ensure proper registration and to monitor the progress of all applications, requests and complaints.
The Ombudsman considers that citizens should at least be able to expect this when they submit an application or request, or when they ask for clarification or complain about a situation.
