SDR - Annual Report - 2014

The 2014 activity report of the Ombudsman of the Grand Duchy of Luxembourg highlights the growing importance of mediation in a context where relations between citizens and public authorities are becoming more complex. Lydie Err emphasises the need to clarify the term ‘mediation’, which is often misused, and proposes officially adopting the title ‘Ombudsman’ to avoid confusion with private mediation. The report also highlights the institution’s crucial role in the protection of human rights, arguing that the Ombudsman should be enshrined in the Constitution to guarantee its independence. The requirements for neutrality, impartiality, confidentiality and specialised training for ombudsmen are also reaffirmed therein.

In practical terms, 689 complaints were recorded in 2014, with a resolution rate exceeding 82 per cent, mainly covering cases relating to immigration, taxation, social security, housing and dealings with local authorities. The report highlights various recurring problems: a lack of administrative communication, excessively rigid interpretations of the law, delays in processing, inconsistencies between local authorities, and the complexity of the tax system. The Ombudsman makes several recommendations aimed at improving procedures, enhancing transparency and harmonising practices, whilst advocating for greater accessibility to rights and the modernisation of existing legislation.