Annual report 2022: let’s adopt a positive approach to complaints

328 complaints in 2022

During its first four months of operation, Ombuds Brussels logged 328 complaints from citizens about Brussels administrations or municipalities.

Given the time it takes to deal with a file, we don’t have enough perspective yet to draw any conclusions from these 328 complaints. But, based on the number of complaints we did receive, it is safe to say that there was a real need for an institution that mediates between citizens and the administrations.

Enhancing complaint handling within the administrations

Catherine De Bruecker, first Brussels Ombudswoman, explains:

One of my priorities is to work with the administrations to make it easier for people to flag up any problem they have with an administration. We are here to help any administrations who do not have a complaint-handling system yet to put such a service in place.

As a matter of fact, if someone is unhappy with the services an administration has provided, he or she must in first instance contact the administration itself. Ombuds Brussels has found that this “first-line” complaints procedure could be improved upon within the Brussels administrations and municipalities.

Complaints: a mine of information

From the very first complaints that have come into Ombuds Brussels since September 2022, it is clear that the grounds for complaint are quite diverse. Complainants may be dissatisfied with the quality of a public service, find that the information it provided was not clear enough, that the process was overly complex. But complaints can also be about accessibility to a service, or the time it took for the administration to get back to them. As Ombuds Brussels sees it,

complaints such as these allow the administration to have a finger on the pulse of people’s perception of the services it provides. Complaints enable the administrations to identify the public’s expectations, including any areas where there is room for improvement. We believe that citizens should be free to express their displeasure, that their experience merits being listened to, and that complaints are not something to be fearful of. We plead for developing a constructive approach to complaints within the Brussels Region.

Operating in a structural manner to serve the many

While Ombuds Brussels deals with complaints to resolve individual situations, complaints also allow it to identify problems that are rather structural in nature. On the basis of the cues in the complaints, the institution can conduct inquiries and make recommendations to improve the overall situation. During her first mandate, Catherine De Bruecker has decided to pay particular attention to the impact digitisation has on people’s access to rights.

While the digitisation of processes and algorithms does offer opportunities, it also poses threats. Mainly when it comes to the most vulnerable. We will especially focus on the impact of digitisation on the public services, so that no one gets left out.

Supporting integrity within the administrations

Ombuds Brussels has been given the task of handling and investigating disclosures from members of staff who witnessed incidents of fraud or abuse within the Brussels administrations and municipalities and of protecting “whistle-blowers” from reprisals. To guarantee the confidentiality of any such disclosures, the institution has set up a secure reporting portal which can be accessed via its website. Ombuds Brussels wants to promote a “culture of words” without fear of reprisals and will support the development of channels within the administrations via which any breaches of professional integrity can be reported. Aside from contributing to good governance, it will also ensure that the population’s confidence in the Brussels authorities is maintained.