SDR - Annual Report - 2017

In 2017, the Ombudsman of the Grand Duchy of Luxembourg dealt with 1,149 complaints, a third of which required direct intervention with the administration. In nearly 87 per cent of cases, these interventions resulted in a full or partial resolution, confirming the institution’s effectiveness in the amicable settlement of disputes. The complaints covered a wide range of areas: immigration, social security, taxation, housing, social assistance, higher education, etc. The Ombudsman emphasises the importance of putting people back at the heart of the process, by helping members of the public who are often bewildered by the complexity of administrative procedures and the difficulty in obtaining clear and reasoned responses.

The report highlights several recurring issues: administrative delays, a lack of reasons given for decisions, a lack of accessible information, errors of judgement, and insufficient transitional measures during legislative changes. The Ombudsman calls for an increase in staffing levels in certain departments, more transparent communication with service users, and adherence to the principles of good administrative practice. The Ombudsman reiterates that the administration must guarantee a fair, understandable and responsive service in order to maintain citizens’ trust in public institutions.