SDR - Annual Report - 2011

In 2011, the Ombudsman received 1,089 complaints and dealt with around 4,500 requests for information or advice, once again confirming his vital role in protecting citizens’ rights and monitoring the quality of administrative action. The most common complaints concerned immigration, housing benefit, taxation, social security, transport, education, and disputes involving local authorities. The Ombudsman highlights that over 80 per cent of his interventions resulted in the contested decisions being fully or partially rectified, demonstrating the effectiveness of his work. He also highlights recurring problems: administrative delays, a lack of clarity in decisions, poor communication, poorly substantiated cases, and divergences in the interpretation of regulations.

The report also emphasises the need for an exemplary administration that is better organised, more transparent and more attentive to the equal treatment of citizens. It reiterates that public authorities must clearly state the grounds for their decisions, avoid providing incorrect information, and accept responsibility when errors cause harm. Finally, the Ombudsman calls for a reform of the 2003 Act to extend its remit to any body carrying out a public service function, and for the modernisation of several areas of legislation (housing, taxation, social assistance, recognition of qualifications, and vocational reclassification). The aim is to improve administrative efficiency, reduce unnecessary litigation and strengthen citizens’ trust in public institutions.