SDR - Annual Report - 2005

During the period from 1 October 2004 to 30 September 2005, the Ombudsman received 953 complaints, confirming the importance of this institution in relations between citizens and public authorities. The complaints mainly concern administrative delays, difficulties in accessing public services, a lack of clear information, and shortcomings in areas such as immigration, taxation, social security and town planning. A survey of service users highlights recurring problems: difficulty in reaching services by telephone, a lack of diligence, and variable standards of customer service.

The report also highlights the Ombudsman’s role in influencing policy and making recommendations; the Ombudsman has put forward several proposals aimed at improving the functioning of government departments, particularly in terms of communication, meeting deadlines, customer service and coordination between departments. Several interventions have led to full or partial rectifications, or to changes in legislation and practice. Despite the progress made, the Ombudsman stresses the need for public authorities to improve their responsiveness, transparency and attention to citizens’ rights.