SDR - Annual Report - 2007

In 2006–2007, the Ombudsman received 922 complaints and responded to around 2,600 requests for advice or information, confirming the steady rise in the number of enquiries from members of the public. The report emphasises the Ombudsman’s role in promoting equal treatment, particularly in a society characterised by high levels of immigration: nearly half of all requests for information since 2004 have come from foreign nationals, who are often less familiar with the languages used in administrative procedures and public processes. The Ombudsman acts as an impartial intermediary, working to improve relations between public authorities and citizens, to reduce misunderstandings, and to strengthen social cohesion by ensuring that everyone has fair access to their rights and to essential information.

The report highlights the areas generating the most complaints: immigration, housing, taxation, social security, town planning, the judicial administration and ADEM. It identifies recurring problems such as delays in processing, difficulties in reaching services by telephone, a lack of transparency and insufficient information. In light of these findings, the Ombudsman has made several key recommendations aimed at improving the functioning of the administration: improving customer reception, making procedures clearer, ensuring faster case processing, enhancing coordination between departments, and adopting legislative reforms where necessary. The report emphasises that several previous recommendations have already been partially or fully implemented, confirming the value of mediation as a tool for influencing the creation of a more efficient, accessible and fair administration.