As a neutral mediator, the Ombudsman intervenes in conflicts between citizens and authorities, negotiates, and finds solutions. The annual complaints in 2023 have increased by 209 cases to 1,456 compared to the previous year. Now, the Chamber is focusing on this issue.

Claudia Monti usually presents progress reports in the Petitions Committee, where the appointed members get insights into the relationship between Luxembourgers and their authorities. They learn from statistics and specific cases where the Ombudsman was able to help. Also, the areas where legislative improvements are needed are discussed. This Wednesday, it is time to discuss the findings in the entire parliament. Rapporteur Claire Delcourt (LSAP) presents both reports and illustrates common problems with concrete examples.

Two ministries stand out in terms of complaint numbers: the Ministry of Social Security responsible for REVIS and the Ministry of Foreign Affairs responsible for refugees. The report from the Petitions Committee highlights that vulnerable individuals find it even harder to be treated appropriately by the authorities. Refugees left in uncertainty about their future, retirees feeling degraded, and people being shuffled between different agencies with their issues. Those receiving REVIS facing extremely strict, undignified, or even decisions contradicting the law. They all eventually turn to the Ombudsman when they no longer know what to do. Claudia Monti is supposed to be a “Médiatrice,” neutral, independent, and above all, human. She is to act when the sphere of laws and administrative regulations collides with the sphere of real life and leads to unacceptable conditions.