SDR - Annual Report - 2023

In 2023, the role of Ombudsman was enshrined in the Constitution, marking a major milestone for its independence and institutional stability. The report, however, highlights persistent difficulties in the relationship between the administration and the public: a lack of transitional measures during legislative changes, interpretations that are too strict or unfavourable to the public, the increasing complexity of procedures, and the sometimes exclusionary effects of digitalisation. The Ombudsman places particular emphasis on the need to maintain human-centred access to public services, as digitisation creates significant barriers for vulnerable people. She encourages the renewed dissemination of guidelines on good administrative practice and increased training for staff in alternative dispute resolution methods.

In figures, 1,456 complaints were recorded, of which 585 were admissible, and the Ombudsman’s intervention led to a full or partial resolution in nearly 86 per cent of cases. The cases relate in particular to immigration, social assistance, social security, education, housing, visas and local authority procedures. The report highlights recurring problematic situations: administrative delays, decisions lacking sufficient justification, unjustified refusals, indirect discrimination or inconsistent practices. Several recommendations are made, for example concerning child benefit, early retirement pensions, asset classification procedures and the regulation of temporary agency work contracts. The Ombudsman concludes by calling for a simplification of procedures, better public information and an administrative policy more focused on fairness and effective access to rights.