SDR - Annual Report - 2022

In 2022, the Ombudsman noted progress in administrative communication, notably better information on non-contentious redress procedures and increased use of amicable solutions. However, many public services remain inadequately informed about the Ombudsman’s role, powers and the obligation to cooperate with the Ombudsman. The report thus highlights excessive response times, incomplete or erroneous justifications, rigid interpretations of the law, and even unjustified suspicions of bad faith on the part of members of the public. The Ombudsman reiterates its role as a neutral and independent mediator, empowered to request any relevant information, and regrets that certain authorities only respond after several reminders, which causes further delays and puts the citizens concerned at a disadvantage.

In total, 1,247 complaints were recorded, of which 641 were admissible, and in more than 80 per cent of cases the Ombudsman’s intervention led to a full or partial resolution. The cases mainly concern social assistance, international protection, housing, civil status, visas, social security, education, and administrative licences and authorisations. The report highlights specific situations illustrating the shortcomings: unjustified refusals, administrative delays, the unlawful imposition of conditions, legal loopholes or inconsistent practices from one public authority to another. The Ombudsman encourages a more accessible, consistent and responsive administration towards vulnerable people, whilst calling for continued dialogue and the modernisation of certain practices to better protect users’ rights.