SDR - Annual Report - 2006

During the period from 1 October 2005 to 30 September 2006, the Ombudsman received 894 complaints, whilst responding to nearly 2,000 requests for information or advice. The resolution rate stood at 84.29 per cent, reflecting an overall effective performance. Complaints centred on recurring themes: immigration, housing, taxation, social security, ADEM and town planning. The year was marked by significant progress — notably improved cooperation with the Immigration Directorate, the abolition of the bank guarantee required for certain work permits, and pragmatic adjustments to housing benefit schemes. However, certain areas remain problematic: persistent delays within the judicial administration, excessive waiting times for VAT refunds, difficulties in contacting several government departments by telephone, and structural inefficiencies at ADEM.

At an institutional level, the Ombudsman is improving its accessibility by opening a branch office in Wiltz, designed to better serve citizens in the north, and is preparing to set up drop-in centres within prisons to ensure that prisoners can exercise their rights. The year also saw the issuance of major recommendations: the creation of a High Council of Justice; reform of parental authority; a review of legislation on the voting rights of convicted offenders; improved transparency in medical decisions within the social security system; and a far-reaching modernisation of the ADEM. The report as a whole highlights a dual trend: on the one hand, an administration making progress in certain key areas; on the other, persistent shortcomings that require structural reforms to strengthen public confidence in public services.