30th Anniversary - Plenary Session One - Building People's Trust: the Ombudsman as a pillar of democracy in times of change

30th Anniversary - Plenary Session One - Building People's Trust: the Ombudsman as a pillar of democracy in times of change

Published October 15, 2025

Public trust is the cornerstone of democracy. Without it, institutions lose legitimacy and the social contract frays. The first plenary session examined how Ombudsman institutions reinforce that trust through independence, transparency, and fairness—particularly in an age of disinformation and uncertainty.

Moderated by Mr James Cummings, journalist at The Times of Malta, the discussion featured diverse perspectives from across Europe and beyond.

Margaret Kelly, Public Services Ombudsman of Northern Ireland

Public Services of Northern Ireland, Margaret Kelly observed that trust in government and public services is at a historic low, even in sectors once revered such as healthcare.

She emphasised that the Ombudsman’s ability to demonstrate impact, transparency, and fairness can restore public faith—showing that questioning authority leads to improvement.

She noted that limited resources and growing expectations make it essential for Ombudsman offices to use every available tool strategically and to model trustworthiness in both outcomes and approach.

Mehmet Akarca, Chief Ombudsman of Türkiye

Chief Ombudsman of Türkiye Mehmet Akarca stressed that the people’s trust is democracy’s greatest asset. In moments of crisis—whether natural disasters, pandemics or digital disruption—the Ombudsman acts as a bridge between citizens and the state.

He outlined Türkiye’s experience during recent emergencies, where his institution provided tailored channels for children, university outreach and transparent communication.

Ombudsman offices, he said, are not mere complaint desks but institutions of stability and trust that uphold democracy through responsiveness and visibility.

Anahit Manasyan, Human Rights Defender of Armenia

The Human Rights Defender of Armenia focused on trust as the currency of democracy. Drawing from Armenia’s experience of transition and polarisation, she explained that the Ombudsman’s credibility must be earned through independence, professionalism, and empathy.

She called for strong cooperation between oversight institutions and civil society while safeguarding autonomy.

“In times of change,” she said, “the Ombudsman is not only a defender of rights but also a pillar of democratic legitimacy.”

Prof. Anne Marie Thake, University of Malta – Conference Rapporteur

Professor Thake examined trust as the lifeblood of democracy. Citizens turn to the Ombudsman because they believe in its fairness and impartiality—yet, she cautioned, that trust must constantly be renewed.

She encouraged Ombudsman offices to embrace innovation and self-renewal to remain relevant amid social and technological change, stressing that effectiveness also depends on government responsiveness to recommendations.

Dr Michael Frendo, Member of the Venice Commission, Council of Europe

Dr Michael Frendo reflected on the Venice Commission’s recognition of the Ombudsman as a pillar of democracy.

He reviewed the Venice Principles, which safeguard the institution’s independence, powers of investigation, accessibility and transparency.

He called for parliaments to debate Ombudsman reports publicly and ensure the office remains continuously occupied, thereby strengthening trust and accountability.

Conclusion

Plenary Session 1 underscored that trust is earned, through independence in judgment, transparency in process, accessibility in practice, and visible improvements that persons can feel in their daily lives. Speakers converged on a shared imperative: Ombudsman institutions must not only resolve grievances, but also model integrity, communicate clearly, and drive systemic change where patterns of unfairness persist.

The discussion also highlighted the pressures of the present moment, polarisation, disinformation, crises and the need for renewal and resilience within oversight bodies. Investing in capability, engaging constructively with parliaments and administrations, and maintaining an unwavering commitment to fairness were identified as the surest paths to rebuilding confidence.

In sum, the Ombudsman’s relevance in changing times rests on doing what it has always done best standing apart to stand up for the person while adapting methods to new challenges. With that foundation, the conference moved forward to examine how these principles translate into protecting the vulnerable, strengthening ethical governance, and navigating technological change.