SDR - Annual Report - 2016

In 2016, the Ombudsman of the Grand Duchy of Luxembourg received 857 complaints, including an exceptionally high number relating to immigration and international protection (235 cases, compared with 78 in 2015). Refugees and asylum seekers frequently reported very long waiting times, a lack of information and difficulties relating to accommodation conditions, access to training and administrative procedures. Across all areas, the Ombudsman’s intervention led to a full or partial resolution in over 84 per cent of cases, confirming the institution’s vital role in addressing delays, errors and a lack of response from the administration. The report also documents numerous structural problems: inadequate communication, poorly reasoned decisions, inconsistent treatment across different government departments, and excessively long delays in urgent situations.

In light of these findings, the 2016 report sets out several recommendations. The Ombudsman calls for the strengthening of social services teams, improvements to the quality of care in shelters, further training for staff and volunteers in intercultural work, and clarification of administrative rules, particularly for the CNS, the ADEM and the FNS. She also proposes a reform of the law establishing the Ombudsman, to broaden her remit, improve inter-departmental collaboration and establish a genuine right to good administration for all. Finally, she emphasises the need for a coordinated response at national level and a more equitable commitment from all local authorities in order to address the challenges associated with the reception and integration of protected persons in Luxembourg.