SDR - Annual Report - 2015

In 2015, the Ombudsman’s report highlighted a key issue: communication problems between public authorities and members of the public. The Ombudsman emphasised that the complexity of administrative language, the excessive use of technical terminology and the lack of personalised explanations lead to misunderstandings, frustration and, at times, even unfair decisions. The report stresses the need for the administration to adopt clear language, to give reasons for its decisions, to respond within a reasonable timeframe and to provide its staff with better training in communication. This theme is illustrated by numerous specific cases in which members of the public did not receive sufficient, accurate or comprehensible information, leading to administrative errors, delays in processing or avoidable misunderstandings.

Beyond these findings, the report also presents the key figures for the year: 743 complaints, a rectification rate of 80.86 per cent, and interventions covering a wide range of areas such as social security, employment, taxation, immigration, housing and education. The Ombudsman highlights progress in collaboration with certain government departments, but also notes persistent resistance, particularly at the level of some local authorities. At the end of the report, several practical recommendations are set out: adoption of the guide to best practice, administrative simplification, better coordination between government departments, and awareness of the risks of an over-digitised administration at the expense of human contact. The aim is to strengthen citizens’ trust in the public service by ensuring a more accessible, transparent and understandable administration.