Surge in Complaints to Morocco’s Ombudsman: A Deeper Look
Morocco’s Ombudsman, Mohamed Benalilou, recently presented his annual report to King Mohammed VI, revealing a significant increase in complaints received in 2023. The report, detailing 7,246 complaints, grievances, and requests for settlement, paints a picture of citizens increasingly turning to the Ombudsman for assistance in navigating bureaucratic hurdles and seeking redress. This represents a nearly 30% jump from the 4,141 complaints received in 2022, a trend that warrants closer examination.
What’s Driving the Increase?
While the raw numbers are striking, the Ombudsman’s report offers valuable insights into the nature and distribution of these complaints. A key takeaway is the rise in “jurisdictional complaints”—those falling directly under the Ombudsman’s purview. These complaints accounted for 74.37% of the total in 2023, up from 70% the previous year. This suggests a growing awareness among Moroccans of the Ombudsman’s role and their willingness to leverage this resource. It also potentially reflects a growing complexity in interactions with government agencies, leading to more disputes requiring intervention.
Which Sectors Are Most Impacted?
The report highlights shifts in the sectors generating the most complaints. While the Justice sector led in “guidance requests” (general inquiries and requests for information) with 1,012, the Interior Ministry topped the list for formal complaints with 1,447. This is followed by the Economy and Finance sector (780 complaints), National Education, Preschool, and Sports (571), and Local Authorities (491). Interestingly, the Tourism, Traditional Crafts, Social and Solidarity Economy sector saw a notable increase, landing in fifth place with 427 complaints, disrupting the usual ranking. This shift could be attributed to various factors, including the post-pandemic recovery of the tourism sector and potential challenges related to new regulations or economic pressures.
Resolution and Recommendations: A Positive Trend
Despite the surge in complaints, the Ombudsman’s office also reported a higher rate of resolution. They addressed 5,448 complaints in 2023, compared to 4,555 the previous year. Of these, 1,505 resulted in settlements, demonstrating the Ombudsman’s effectiveness in mediating disputes and facilitating positive outcomes. The report also highlighted a significant improvement in the implementation of recommendations issued to government agencies. With an 81.48% implementation rate in 2023, up from a mere 25.28% in 2022, there’s a clear indication of increased responsiveness from public entities. However, the Ombudsman stressed the need for continued effort in addressing the backlog of 1,420 outstanding recommendations.
Beyond the Numbers: Understanding the Context
Benalilou emphasized that analyzing these complaints requires a nuanced approach, considering factors beyond the immediate issues raised. He highlighted the importance of examining communication practices within government agencies, public trust in administrative performance, and the psychology of complaint-making itself. These factors can shed light on the underlying causes of citizen dissatisfaction and inform more effective strategies for improvement. The report also underscores the Ombudsman’s commitment to a data-driven approach, utilizing both national and regional data to identify systemic issues and guide targeted interventions.
Looking Ahead: Strengthening Citizen Engagement
The Ombudsman’s 2023 report provides valuable insights into the evolving relationship between citizens and the Moroccan administration. The increase in complaints, while potentially concerning, also reflects a growing willingness among Moroccans to engage with the system and seek accountability. By continuing to analyze trends, facilitate resolutions, and advocate for improved administrative practices, the Ombudsman plays a crucial role in strengthening citizen engagement and fostering a more responsive and accountable government. Further research into ombudsman institutions globally and their impact on governance could provide valuable context for understanding the Moroccan experience. (Consider linking to relevant resources like the International Ombudsman Institute website).
