Ombudsman recorded Afl. 282,000 in expenses in 2024 before formally handling complaints

ORANJESTAD — The Office of the Ombudsman of Aruba recorded Afl. 282,317 in expenses during its first financial year, while the office was not yet operational for formally receiving and handling complaints. The figures appear in the 2024 Annual Report, which describes a year devoted to establishing the institution responsible for protecting citizens against improper conduct by the government and other bodies.

The contrast between the expenses and the absence of formal complaint handling is one of the report’s main findings. However, the Ombudsman explains that a phased start was deliberately chosen: first establishing the structure, procedures and safeguards for independence, then beginning to handle complaints.

Jurima Bryson was appointed by Parliament on July 8, 2024, and sworn in on October 1. The first financial year covers October 1 through December 31, 2024, but the accounts also include setup costs incurred before October. The total therefore cannot be presented as expenses solely attributable to three months of operations.

NEARLY AFL. 14,000 A MONTH IN RENT

A second notable point is the financial commitment for the premises. According to the financial statements, the Country of Aruba entered into a lease on behalf of the Ombudsman for Afl. 167,580 a year, equivalent to Afl. 13,965 a month. The contract expires on May 31, 2029.

The 2024 accounts record Afl. 97,755 in rent. The report states that the office at Caya G.F. Betico Croes 149 was formally brought into use on July 1, 2024, following technical and security assessments.

In addition to operating expenses, the accounts record Afl. 122,158 invested in office furnishings and electronic equipment. These investments are recorded as assets and should not be confused with total operating expenses.

COMPLAINTS PROCEDURE WAS STILL IN DRAFT FORM

The report states that a procedure for registering, assessing, investigating and concluding complaints was prepared during 2024. However, it had not yet been formally adopted or applied that year.

Work also covered job profiles, a staffing plan, a code of conduct and preparations for a website and digital registration system. According to the Ombudsman, these steps were necessary to ensure that complaints could be handled professionally, carefully and independently.

The document places the start of formal complaint handling and the compilation of complaint statistics in 2025. The absence of formal complaint handling in 2024 does not mean the office is still not handling complaints today, nor does it demonstrate that citizens had no problems.

ACCOUNTS COMPILED, BUT WITHOUT AN AUDIT OPINION

The financial annex includes an accountant’s compilation report dated July 22, 2026. This means the accountant compiled the financial statements using information supplied by the institution; it is not an audit opinion providing assurance on the accuracy and completeness of that information.

The annual report, which lists August 26, 2026, as its publication date, thus provides an account of the startup phase. Figures on complaint volumes, processing times and solutions for citizens must be assessed in subsequent years’ reports.

For the community, the central question is what the investment in the institution delivers in practice: faster responses, fairer treatment and corrective action when the government or another institution fails its citizens.