A Right That Took a Decade: When Citizens’ Voices Turn Rights on Paper Into Rights in Practice

For over a decade, residents of the Herzegovina–Neretva Canton lived with a paradox: the right to free legal aid formally existed, but the Institute responsible for providing it never truly functioned. For many, especially women, victims of domestic violence, single parents, and citizens who could not afford a lawyer, this meant navigating crises alone. The gap between law and reality remained wide—until citizens decided to voice this problem publicly.

This began to change when local organizations Dignitet and the Nansen Dialogue Center Mostar approached Helvetas, through the PRAGG project, asking for support to launch the public campaign “Pravo na pravnu pomoć – Mostar”, aimed at ensuring the Institute finally becomes operational and accessible to the public.

The campaign was grounded in a simple, human-centered‑ idea aligned with Helvetas’ vision: citizens must be heard, and institutions must respond in ways that restore trust and dignity.

A Survivor’s Voice: “I Am Not Alone”

After a 9 months-long advocacy campaign, the issue gained tremendous public support. In addition, it was recognized by both local authorities and international partners. As a result, the Institute finally began to work, and one of the first client was a woman survivor of domestic violence. Her testimony became the strongest proof of why this reform mattered:

“I think that anyone who comes here will feel relieved, will know where to turn and what to do. I am not alone.”

Her words show the human impact behind policy change - a moment where fear and uncertainty were replaced with guidance and dignity.

Georgette Bruchez Brugger, Head of Cooperation at the Embassy of Switzerland, underscored the importance of placing people at the center: “We believe it is crucial to place the voice of citizens at the center of this process.” She highlighted that Switzerland’s support stems from its commitment to strengthening direct democratic participation and ensuring that governance systems respond to real needs.

Edisa Demić, Director of Dignitet and representative of the initiative, highlighted the long-term value of the change: “Even if our organization were to close tomorrow, this Institute would remain as a permanent public good.” ‑ term value of the change:

From the institutional side, Goran Karanović, Minister of Justice, Administration and Local Self Government of HNK/Ž, affirmed the government’s commitment: “We are all part of one society, and through joint work, commitment, and dedication, society as a whole moves forward.”

The campaign also led to a meaningful and unexpected outcome: it brought together the local imam, Catholic priest, and Orthodox priest, who publicly and jointly supported the initiative. Their united stance sent a powerful message of solidarity across Mostar — a rare and inspiring example of interfaith cooperation in Bosnia and Herzegovina. What began as an effort to ensure access to legal aid grew into an instance of authentic bridgebuilding, demonstrating how citizen-led initiatives can encourage behavioral change and strengthen social cohesion - building, demonstrating how citizen‑led initiatives can encourage behavioral change and strengthen social cohesion.

A Model of Good Governance in Practice

Through the PRAGG project, Helvetas supported citizens and civil society to advocate, engage authorities, and unblock a public institution that had remained inactive for more than a decade. This included strengthening the advocacy capacities of Dignitet and NDC Mostar, fostering constructive dialogue with institutions, and ensuring that citizens’ demands were taken seriously — ultimately enabling the Institute for Free Legal Aid to begin providing services to those who need them the most.

The Mostar experience shows what effective governance looks like in practice: citizens who speak up, civil society that leads with clarity and purpose, and institutions that accountably respond. It demonstrates that governance reform becomes meaningful not through policies alone, but when a woman in crisis can finally access legal protection, and when a public service long out of reach becomes a reality.

Today, Mostar has a functioning Institute for Free Legal Aid — a tangible result of persistence, collaboration, and shared purpose. What was once an inactive institution is now a service that protects those who need it most. This experience shows that when citizens’ voices are heard and acted upon, governance reforms become real, lasting, and rooted in people’s lives.

The story of how this change came about — and what it means for those who rely on it — is further illustrated in this video