The institution’s head, Concepción Gimeno, emphasizes the promotion of new conflict resolution methods in addition to suggestions.
The Justicia de Aragón institution processed a total of 1,955 cases in 2024, a 12% increase from the previous year, serving 11,406 citizens. During an extraordinary plenary session of the Cortes de Aragón, the head, Concepción Gimeno, highlighted issues such as digital divide hindering administrative procedures and recurring complaints regarding basic public services. The Justice system is progressing towards new conflict resolution methods between citizens and the Administration, alongside the traditional suggestions.
Gimeno reported that in 2024, 156 suggestions were issued, with a 65% acceptance rate initially, which later rose to over 70% after the report’s completion. She emphasized that apart from suggestions, there are other resolution methods such as «information with management,» involving 506 opinions. This occurs when the Justicia does not strongly disagree with the administrative activity, leading to no clear dispute from the citizen’s complaint. This approach actively collaborates with the Administration, proving to be a useful conflict resolution tool that excludes suggestion submissions.
The report covers 19 areas of operation, with complaints primarily in Health (251), Social Services (229), Public Employment (197), Public Services (184), and Education (176). Significant increases were noted in all but Health. Other areas of concern include Economy and Finance (132), Transparency, Environment, and Justice (73), Urban Planning (56), and Housing with 66 complaints affecting many people.
Gimeno visited 28 youth residential centers and will soon present a special report to the Cortes de Aragón, having also visited 19 elderly care homes in collaboration with the Observatory of Unwanted Loneliness. She emphasized the lack of specialized personnel like geriatric assistants. The institution addressed issues like rental assistance, telecare, and home aid, resulting in the creation of two new teams under the Department of Social Welfare and Family.
Gimeno highlighted the lack of accessibility in transportation and suggested free public transport for companions of disabled individuals. She also proposed placing ticket validators in the middle of buses. Regarding social exclusion, Gimeno emphasized that poverty is not equivalent to exclusion, calling for more resources dedicated to mental health, addiction care, and addressing discrimination based on disability, gender, and origin. The institution received citizen complaints advocating for the recognition of housing as a fundamental right.
In terms of transportation, Gimeno recommended improving frequencies, creating new routes, enhancing services for individuals with special needs, and expanding coverage in rural areas. Education complaints focused on class sizes, bullying, and the shortage of special education support staff.
Regarding legal guardianship and defense of the Autonomy Statute, the institution continued its work in Aragonese Law through the Aragonese Law Forum and compiled various legal works. An investigation was initiated on Catalonia’s «unique» funding through official channels, and national memory laws are being upheld.
Gimeno emphasized that the report serves as a snapshot and underlined the institution’s infinite listening approach to truly understand each detail and apply justice accordingly. She also highlighted the institution’s rich history and its focus on mediation and promoting government transparency.
Active Listening
Representing the PP, parliamentarian María Navarro praised the institution as a unique gem within the autonomous system, emphasizing its active listening and public service commitment in the 2024 report.
Navarro highlighted the institution’s role as a bridge between legal tradition and modern administrative challenges, rooted in regional customs. She commended Gimeno’s appointment in 2023 as the first female head of the institution, lauding her leadership abilities.
PSOE’s Sergio Ortiz commended the institution for promoting its activities, opening new communication channels, and engaging in practical territorial initiatives, noting its austerity and efficiency.
He also emphasized the Aragonese culture of dialogue and consensus-building, praising the institution’s efforts to bridge the gap between citizens and the Administration, adapting to contemporary needs and realities.
VOX’s spokesperson, Alejandro Nolasco, criticized the autonomous system’s failure, citing its financial burden, inequality, and neglect of solutions, attributing these issues to the system’s inherent flaws.
From CHA, José Luis Soro highlighted the institution’s closeness to the community, noting how successive leaders have deeply rooted the institution as a 21st-century tool rather than an outdated relic.
Representing Aragón-Teruel Existe, the spokesperson emphasized the institution’s role as a pillar of democracy in the region, reflecting the voices of those overlooked by the government, advocating for increased transparency and condemning institutional neglect in smaller municipalities.
IU’s representative, Álvaro Sanz, expressed concerns about the lack of progress in certain areas, such as telecare, and questioned the development of structural solutions. He also inquired about precarious work conditions in residential facilities.
PAR’s Alberto Izquierdo commended the institution’s identification with the region, lamenting persistent housing issues and societal struggles to comprehend government actions in sectors like health and education.
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