The diploma thesis deals with the course of the administrative procedure from the submission of the application to the issuance of the decision according to the ZPIZ-2 and the ZUP and analyzes the violations of these at the Pension and Disability Insurance Institute of Slovenia. This is because every year there are numerous violations at the institute. The purpose of the paper is to gain insight into the violations that were detected in 2021 and 2022 and to present the procedural rules that the institution must follow when deciding on the rights of insured persons. The aim of the work was to provide an insight into violations of the ZUP and ZPIZ-2 at the Institute through the annual reports on work in decision-making in administrative matters, the annual reports of the Ombudsman and the reports of administrative statistics and the Institute. Quantitative research and secondary statistical analysis were used. In the research methodology, two sources of law were highlighted, namely, ZUP and ZPIZ-2. The thesis is based on theoretical starting points on the administrative procedure under the ZUP and ZPIZ-2. It turned out that there were many violations of the fundamental principles of the ZUP. Above all, the principle of economy prevailed. The staff were also not precise in establishing the facts in their decision-making, which is crucial for deciding on the rights of insured persons. Errors also occurred in the service of documents and the management of claims itself. The usefulness of the research was reflected in the improvement of the administrative procedure at the institute and better compliance with the law. The work provides a basis for a fairer determination of the rights of insured persons at the institution. It is important for customers to be aware of what rights they are entitled to. The goal of the body, however, is customer satisfaction. With insight into his violations, however, he can be more cautious in the future. Only this leads to the efficient operation of the institute.
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