Story of a Complaint: Reimbursement of travel expenses for a disabled IDF veteran

Following the Office of the Ombudsman's intervention, a disabled IDF veteran was refunded travel expenses incurred in his appearing before a medical committee, and a procedure was established for reimbursing all disabled IDF veterans for travel expenses

The complainant, a resident of Jerusalem, received recognition as a disabled IDF veteran. In order to determine the degree of his disability, he was summoned by the Ministry of Defence Rehabilitation Department to a medical committee in a town far from his home.

The complainant read on the website of the Rehabilitation Department that a person summoned to a medical committee situated over 40 kilometers from the district to which he or she is associated, is entitled to a refund of travel expenses. The complainant consequently applied to the Rehabilitation Department for a refund of his travel expenses, to the sum of 86 NIS.

The complainant drew the Rehabilitation Department's attention to the said information published on its website, yet the Department rejected his request on the grounds that travel expenses incurred in appearing before medical committees were not refunded. The complainant contacted the Rehabilitation Department's public inquiries department but to no avail, so he turned to the Office of the Ombudsman.

Following the Office's enquiry, the issue of reimbursement for travel expenses by the Rehabilitation Department was thoroughly examined. The complainant's request for reimbursement was approved and he received the sum owing to him.

Furthermore, as a result of the investigation, a procedure was established for examining requests for the refund of expenses incurred in appearing before medical committees, in order to simplify, shorten and accelerate the process for the benefit of persons requiring the services of the Rehabilitation Department.

The Rehabilitation Department apologized for the circumstances of the case and for the anguish caused to the complainant.

The complainant confirmed that he had received the refund and sincerely thanked the Office:


"I have looked at my disability benefit slip for the month of October and seen that I have indeed been reimbursed for travel expenses to the sum of 86 NIS, about which I complained… Let it be clear - I turned to you after receiving from them [the Rehabilitation Department] negative responses to my claims, despite my proving to them [my eligibility]. I, the 'man in the street', realized that I was being unfairly treated and turned to you. You can imagine how many other people there are like me who don't know how to demand their rights, and give up at the outset when confronting the difficult Rehabilitation Department system that is supposed to help us, not make things difficult for us. I am glad that a body responsible for supervising government bodies has shaken them regarding these and other injustices. Thank you for everything…".