WELCOME TO OMBUDSMAN.LU

Your intermediary with the Administration
 
  • Your claim concerns the functioning of a state/municipal administration or puclic institution?
 
  • Did the Administration not respond to your letter?
 
  • Does an administrative decision seem unclear or unjustified?

The Ombudsman and her team will listen to you.
Make a complaint
 
  • Before you file a complaint with the Ombudsman against a slow reaction or a lack of reaction or against a decision of an administration, you must previously have contacted the relevant administration to ask for an explanation, a clarification or to challenge the decision.
 
  • In case you have not received an answer or if you are not satisfied with the answer that you have received from the administration, you can file a complaint with the Ombudsman

 

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The Ombudsman : For whom? For What?



Any user who has a problem with an administration can make a complaint with the Ombudsman.

In 2016, the Ombudsman has received 852 complaints of which almost a third have triggered an intervention of the Ombudsman at the administration.

In 84% of these cases, the intervention led to a total or partial correction of the challenged administrative decision.

In case a correction is not possible, the explanation of the administrative decision by the Ombudsman to the user and, in certain cases, the organisation of a mediation meeting between the user and the administration, may contribute to an appeasement of the conflict and a better understanding of the administrative decision by the user.



 

Main areas of intervention Guarantees Advantages

Municipal affairs, social security, taxes, immigration, employment, etc.
 
Independence and impartiality Simple, fast and free
F.A.Q.
Comment l'Ombudsman procède-t-il lorsqu’il reçoit une réclamation ?

Si la réclamation n'est pas recevable ou lui semble infondée, l'Ombudsman en informe l'usager et lui indique les motifs à la base de sa décision.

Si la réclamation est recevable et lui semble bien-fondée, l’Ombudsman entre en contact avec l’Administration pour obtenir toutes les informations utiles au traitement de la réclamation.

Attention, l'Ombudsman n’est ni un juge qui prend une décision ni un avocat qui défend ou conseille l'usager.

Intermédiaire indépendant et impartial, sa fonction est de faciliter le dialogue entre l'Administration et ses usagers dans le but de trouver une issue amiable au litige.

L'Ombudsman est-il compétent si une réclamation concerne un avocat, un architecte, un notaire ou tout autre représentant d'un ordre professionnel indépendant ?
Non, l'Ombudsman est uniquement compétent pour les réclamations en relation avec l'Administration.

Les professions indépendantes sont donc exclues de son champ d’action.

Il est recommandé de s'adresser directement à l'ordre professionnel concerné et, s'il existe, au médiateur/ombudsman nommé par ce dernier.