SDR - Annual Report - 2009

During the period from 1 October 2008 to 30 September 2009, the Ombudsman received 906 complaints and responded to approximately 2,300 requests for information. He emphasises the importance of more effective parliamentary overview of the administration, in order to improve the transparency and functioning of public services. The report emphasises the need to strengthen public participation, in particular through better use of the right to submit electronic petitions. The Ombudsman notes persistent administrative delays, accessibility issues (particularly in the areas of immigration, housing, the environment and social security) as well as structural shortcomings, for example within the Immigration Directorate, which is often difficult to contact and overburdened.

Furthermore, the report analyses in detail complaints relating to housing, taxation, the judicial administration, local authorities, and social welfare bodies such as the CNAP, the ADEM and the FNS. The Ombudsman makes numerous recommendations aimed at modernising procedures, strengthening fairness, improving communication with citizens and ensuring a faster and more consistent handling of cases. He also reiterates his central role: to propose fair solutions when the strict application of the law leads to unjust situations, whilst respecting the spirit of the legislation.