Who is the Ombudsman?

The Ombudsman is an independent body.

The Ombudsman monitors how the State or a local authority apply the law.

The Ombudsman provides assistance when there is a problem with a public authority.

 

The Ombudsman has two departments:

This text explains both departments.

  • the Complaints Department,
  • the Department "contrôle externe des lieux privatifs de liberté (CELPL).

Please note:

The text links to other web pages.

These pages are not written in plain language.

This text is a simplified version.

The Complaints Department

Who is the department for?

The Complaints department can help:

  • private individuals,
  • businesses.

It handles complaints against a public authority.

For example: the Ministry of the Environment, the Caisse nationale de la santé (CNS), the City of Luxembourg, …

It examines the complaints and contacts the public authority if necessary.

Why might you contact the service?

You can contact this service:

  • if you do not agree with a decision made by a public authority,
  • if a public authority does not reply to you,
  • if you do not understand a decision.

Examples:

  • your application for the cost-of-living allowance has been refused,
  • you no longer receive money from the CNS,
  • you cannot obtain a municipal vehicle sticker for your car.

The Ombudsman cannot help you in the event of a dispute with: 

  • your neighbours,
  • your employer,
  • your solicitor,
  • your bank,
  • a company,
  • or any other private individual.

The Ombudsman:

  • is not your lawyer,
  • is not a judge.

Before contacting the Ombudsman

Do you have a problem with a public authority?

Do you want to contact the Ombudsman?

You must first try to resolve the issue with the public authority.

For example:

 

  • Send an appeal,

An appeal is a letter that you write.

In this document, you state that you disagree with the decision.

You also explain why you disagree.

Here you will find explanations regarding an informal appeal.

  • Or send a reminder if you do not receive a reply.

We advise you to do this in writing.

You should then send a copy of this document to the Ombudsman.

There is often a time limit for lodging an appeal with the administrative court.

You must lodge your appeal within this time limit.

Contacting the Ombudsman does not stop this time limit.

For example:

You receive a decision from the CNS on 1st April.

You do not agree with the decision.

You then have 40 days, until 10 May, to file an appeal with the court.

Even if you contact the Ombudsman on 20 April, you must still file an appeal.

How do you make a complaint to the Ombudsman?

You can:

65, route d’Arlon

L-1140 Luxembourg

Opening hours are from 8.00 am to 12.00 pm and from 1.30 pm to 4.00 pm.

  • request an appointment by telephone.

The CELPL

What does this service do?

The CELPL carries out regular visits: 

These are places where people are held by order of a judge or by an administrative body.

The CELPL checks that detained individuals are not being mistreated and that their rights are being respected.

During visits: 

  • The CELPL speaks with the individuals,
  • and observes their living conditions.

The CELPL publishes a report following these visits.

This report is available on our website.

It makes recommendations to the relevant authorities.

The CELPL does not deal with individual cases.

 

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