This report, prepared by the Albanian Center for Economic Research (ACER), examines citizens’ access to services provided by the Ombudsman and RIPO (Real Property Registration Office) offices as part of efforts to improve the rule of law, democratic processes, and market reforms.
Key focus areas of the report include:
- Nature of Complaints: Analysis of the types of issues citizens report.
- Resolution Time: Examination of the frequency and efficiency of problem-solving efforts.
- Corruption Practices: Investigating the prevalence of bribes required to obtain services and the amounts typically requested.
- Service Monitoring: Observing daily operations at RIPO and Ombudsman offices in Tirana.
Additionally, data was collected on internal regulations, procedures, and the personnel involved in handling citizens’ complaints in central institutions. While acknowledging the subjective nature of statistical data and citizen responses, the report provides conclusions and recommendations to address systemic issues and improve service delivery.
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