SDR - Annual Report - 2020

In 2020, the work of the Ombudsman of the Grand Duchy of Luxembourg was profoundly affected by the Covid-19 health crisis, which disrupted the functioning of public services and left many citizens in a vulnerable position. Whilst public services managed to ensure remarkable continuity despite the constraints — widespread remote working, suspended deadlines, emergency reorganisation — the rapid shift to digital procedures has exacerbated inequalities, making it more difficult for vulnerable groups to access their rights: the elderly, those in precarious circumstances, people with disabilities, those with limited proficiency in the official languages, or those without digital equipment. The Ombudsman emphasises the importance of upholding the rule of law even in times of crisis, by ensuring that restrictions on freedoms remain proportionate, time-limited and accompanied by clear and accessible communication.

The complaints received in 2020 — a total of 914, of which 399 were admissible — mainly concerned taxation, social security, social assistance, housing, immigration, employment and access to public services. The Ombudsman highlights, in particular, administrative delays, overly technical language, a lack of reliable information, as well as several decisions perceived as unfair or inconsistent. Despite these difficulties, the resolution rate stood at 87.3 per cent, demonstrating the effectiveness of the Ombudsman’s intervention. The report also highlights several positive practices by public authorities that have shown responsiveness and flexibility. Finally, 2020 marked a major international recognition of the role of ombudsmen, notably with the UN’s adoption of a resolution affirming their importance in the protection of fundamental rights.