The Head of Government Insists on Dealing with Users’ Complaints and Responding to their Grievances

The Head of Government, Dr. Saad Eddine El Othmani, urged the directorates and institutions to interact positively to the grievances, complaints and correspondence of users, all of which reach the Institution of the Ombudsman of the Kingdom. They include individuals, companies and others who have disputes or problems with administrations, public institutions, local governments and bodies exercising powers of public authority.

At the weekly meeting of the Council of Government held on Thursday, December 31, 2020, the Head of Government stressed that the work of the Kingdom’s Ombudsman Institution has made positive progress in dealing with complaints and grievances. The annual report published on December 14, 2020 in the Official Gazette noted that the Institution received 5843 complaints in 2019, of which 3339 were within the scope of its competences.

The Head of Government added that the processing of these complaints reached 80% in 2019, against 45% in 2018. This “proves the increased efforts made by administrations to interact with the Ombudsman and deal with the complaints and grievances of users”. The implementation of the institution’s recommendations has seen the same positive progress, with 66.83% in 2019, against 15% in 2018.

The Head of Government also noted that some of the grievances of the year 2019 were related to the areas of investment, moralization and the environment, indicating the new needs of users and new directions in the functioning of the institution.

The Head of Government congratulated the Institution and its president for their action in defense of users’ rights and their relationship with the administration, as well as their contribution to concretize the sovereignty of the law and propagate the principles of justice and equity.

El Othmani urged the government sectors and all concerned bodies and institutions to study the proposals and remarks of the institution’s report and transform them into practical measures to improve public services in general.

He also called on all sectors and public institutions to increase the pace of responsiveness to the various constitutional institutions, in the service of society and citizens.

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