SDR - Annual Report - 2018

In 2018, the Ombudsman received numerous complaints concerning the functioning of central and local government departments, mainly relating to immigration, social security, taxation, employment, housing and higher education. The most common issues related to international protection, residence permits, family reunification, pensions, sickness benefits, housing assistance and financial support for higher education. A significant proportion of the disputes stemmed from administrative delays, a lack of communication, decisions that were insufficiently justified or a failure to respond at all. The Ombudsman emphasised that clear, personable and transparent communication is essential to prevent misunderstandings and strengthen citizens’ trust in the administration.

Of the 857 complaints closed, 595 were deemed admissible and 331 required direct intervention with the administration. These interventions led to a full or partial resolution in 74.3 per cent of cases, illustrating the Ombudsman’s effectiveness in the amicable resolution of disputes. The report also emphasises the need to extend the Ombudsman’s remit to certain private organisations carrying out public service duties, which are often in contact with vulnerable people, in order to ensure better protection of their rights. Finally, it highlights the importance of maintaining a constructive dialogue between public authorities and service users to prevent conflicts and improve the functioning of public services.