SDR - Annual Report - 2008

In 2007–2008, the Ombudsman received 925 complaints and approximately 2,400 requests for information or advice. He points out that his role is to strike a balance between the public interest and individual interests, whilst ensuring compliance with the principles of legality, proportionality and fairness. The report emphasises that many disputes between citizens and the administration stem from differing perceptions of these interests, which makes it necessary to scrutinise carefully the merits of administrative decisions. In several cases, the Ombudsman intervened to rectify situations that an overly rigid application of the law would have rendered unfair, particularly in the areas of "reclassement professionnel", pensions and the tax liability of spouses.

Complaints focus on areas such as immigration, housing, taxation, social security, the judicial system and local authorities. The report highlights various persistent shortcomings: administrative delays, a lack of communication with service users, unequal treatment, difficulties in accessing telephone support or clear information in several public services, including the ADEM, the CNAP and certain ministries. The Ombudsman has made numerous recommendations aimed at modernising public administrations, improving response times, enhancing transparency, professionalising the way the public is dealt with, and standardising practices. He calls for a more accessible, consistent and better-coordinated administration, in order to restore and strengthen citizens’ trust in government services.