1. Collecting data on complaints: Experiences from the Czech Republic
Equinet Cluster on Research & Data Collection
Marína Urbániková
30. November, 2017

2. Focus on complaints
How many complaints were received and handled in a given year
What is the number of cases where discrimination was found, what type of discrimination it was
The structure of the complaints according to area of discrimination and claimed discrimination ground(s)
Who is the most typical complainant
Other files:
Communication with international entities
Responding to public queries
Co-operation with governmental authorities
Co-operation with NGOs and the private sector
Independent research

3. Why do we need the data on complaints?
1. External purposes:
Better knowledge of the field; year-on-year comparison
Awareness raising
These data are often requested by NGOs, researchers, etc.
2. Internal purposes: efficiency
3. Internal purposes: effectiveness
Identification of the most pressing issues
Identification of groups at risk of underreporting
Indicator of visibility and trustworthiness

4. What data do we collect? Characteristics of the complainants Sex Age
Region
Number of complaints received
Number of complaints that were addressed/handled in the given year
Number of complaints pending
Number of complaints where discrimination likely did occur, and the type(s) of discrimination
Direct
Indirect
Retaliation, harassment, instruction, incitement
Multiple discrimination

5. What data do we collect? Number of complaints by area
Number of complaints according to the claimed discrimination grounds
Work and employment
Goods and services
Sex
Housing
Age
Education
Race or ethnicity
Other public administration
Disability
Social affairs
Nationality
Healthcare
Religion, faith, worldview
Other
Sexual orientation

6. How do we collect the data on complaints?
The change of perspective: statistics of the complaints handled/resolved in the given year → statistics of the complaints received in the given year
Lawyers: paper files
Department of Administrative and Documentation Services responsible for the administration of electronic files: transcription into the information system
Mistakes, omissions
The information system – user unfriendly
Data download – check – fix the omissions – compute the results, plot the graphs

7. Data on complaints
2011
2012
2013
2014
2015
2016
Number of complaints received
178
263
250
413
397
418
451
Number of complaints pending 1 4 39 95
Number of cases where discrimination was found 18 22 32 26 17 9
Proportion of cases where discrimination was found
10% 8%
13% 7% 4% 3%
Number of cases where discrimination was neither proved nor disproved - 30 43 37

8. Types of discrimination found between 2009 - 2016
2010
2011
2012
2013
2014
2015
2016
Direct discrimination 6 14 23 18 21 11 5
Indirect discrimination 9 10 17 2
Retaliation, harassment, instruction, incitement 4 1

9. Number of complaints by area

10. Number of complaints according to the claimed discrimination grounds

11. Conclusion The data on complaints = important source of information
A quick overview of our work
Awareness raising
It broadens our knowledge of the extent and structure of discrimination
It helps us to better focus our work
With an efficient electronic system, it is not time-consuming

12. Thank you for your attention
The Office of the Public Defender of Rights
Údolní 39
Brno
Czech Republic
Veřejný ochránce práv – ombudsman
Mgr. et Mgr. Marína Urbániková, PhD.
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