A government that truly serves its citizens makes plans that are realistic and feasible. Cabinet plans should never lead to unrealistic or unlawful plans for which others would get the blame if and when things go wrong. That is what the Ombudsmen write in their 2024 Annual Report. They are critical of the outgoing Cabinet that had said that it would look at all possibilities. “We saw a government that ignored signals, advice and rights and thus systematically sidetracked groups of citizens.”

In 2024, 27.000 citizens, children and veterans contacted the National Ombudsman, Ombudsman for Children or Ombudsman for Veterans for help. This is an increase compared to the previous year. Many of the complaints could have been prevented if the government had listened to signals from society sooner.

Involve those who are affected

This is why the Ombudsmen called on public authorities to: listen to citizens and involve them in the process of making laws and regulations. This also applies to administering agencies. Their knowledge of what works in practice is underutilised. This results in policies that affect people but did not involve them in their development.

Examples are school transport that does not meet the needs of children with disabilities or municipalities that label emotional citizens as being ‘aggressive’ and break contact with them without investigating the reason for their behaviour. In addition, advice from institutions that should protect the state under the rule of law are not taken seriously. This is the case with new asylum legislation, for example, which resulted in improper governance.

Reinier van Zutphen, National Ombudsman: “If signals from society, administering agencies and supervisory institutions are not heard or are deliberately ignored, citizens will pay the price. The state under the rule of law does not protect itself. It requires a government that listens systematically and makes well-considered decisions.”

More to impress than for the good of citizens

According to the Ombudsmen, actually helping people does not appear to be a priority in political debate. “Bills, motions and amendments are designed more to impress than for the good of citizens. Unrealistic promises create wariness and undermine trust and confidence in the government, particularly among the people for whom the plans were intended.”

There are plans to improve the accessibility of services, for instance, but long-term investments in administering agencies and municipalities are lacking. And although generous compensation was promised to those affected by the benefits scandal, parents have now been waiting an average of 78 weeks for a response to their objection. There is still no solution for tens of thousands of parents.

Acknowledge mistakes and fix them

The Ombudsmen acknowledge that the government will never be flawless. But when things go wrong, citizens should have the confidence that the government will acknowledge and rectify the problem. Yet this often still goes wrong. In 2024, the National Ombudsman published his third report on Q fever patients. These patients are still waiting for apologies, recognition and help. 15 years on and despite repeated requests by the Ombudsman, apologies have still not been received.

But there are also good examples. The Dienst Uitvoering Onderwijs (Education Executive Agency of the Netherlands, DUO) acknowledged that an algorithm had discriminated against students with a migrant background when checking their eligibility for student grants. DUO apologised and is working on financial compensation for the affected students. So it is possible to treat people fairly. “Attaining your rights is not something that you first have to earn. Nor is it something that you only get once things have gone wrong”, write the Ombudsmen. “The government must always treat everyone in a proper manner. Even in cases where it is not a matter of moral or other guilt, or recovery.”

‘Deafening silence’

For the second consecutive year, the National Ombudsman is presenting its Annual Report to the House of Representatives during a caretaker period. While people are desperate for solutions, the Cabinet is standing on the sideline and politicians look on. Four years ago, Van Zutphen spoke of a caretaker silence after the fall of the Rutte III Cabinet. His opinion now is harsher: “It has been truly deafeningly quiet over the past two years.”

According to the Ombudsman, the government has been letting people muddle along. “The benefits scandal is never-ending, reinforcements in Groningen have been delayed by four years and fuel poverty is being combated with emergency funds. There are no long-term solutions even though people are entitled to fair and effective governance.” Van Zutphen calls on politicians to: “Listen to what people need, be honest about what the government can and cannot do, and above all: do what you promise. It is time to take responsibility and act for the citizens of today and for future generations.

Bijlagen

Annual report 2024(pdf, 7.04 MB)

The Parliamentary Ombudsman, Judge Joseph Zammit McKeon, is participating in the official celebrations marking the 25th anniversary of the establishment of the People's Advocate (Ombudsman) of Albania. The events are being hosted in Tirana by the Ombudsman of Albania, Ms Erinda Ballanca, and include a high-level international conference under the theme “National and International Structures to Protect Human Rights: Good Practices and Lessons Learned.”

The Ombudsman is his capacity as a Director on the European Regional Board of the International Ombudsman Institute (IOI) is representing the board. He is also participating as Secretary General and Treasurer of the Association of Mediterranean Ombudsmen (AOM). During the international conference, Judge Zammit McKeon will deliver a speech in the opening session, reflecting on the role of Ombudsman institutions in promoting good governance, the rule of law, and human rights.

The celebrations began with a commemorative ceremony at the Palace of the Brigades, the official Presidential Palace of Albania. The event was addressed by the Speaker of the Albanian Parliament, H.E. Elisa Spiropali, and by the People’s Advocate of Albania, Ms Erinda Ballanca. The ceremony served both as a symbolic moment of national reflection and as a reaffirmation of the Ombudsman’s institutional importance in defending democratic values.

Established in 2000 following constitutional reforms in 1998, the People’s Advocate has become a central pillar in Albania’s human rights framework. Over the past 25 years, the institution has played a crucial role in defending the rights and freedoms of individuals, particularly in cases of unlawful or unjust actions by public administration. The Ombudsman of Albania acts both on the basis of individual complaints and on his or her own initiative, with the consent of the person concerned, in cases of systemic concern or media-reported incidents.

The anniversary programme includes an international conference that has drawn participation from representatives of constitutional and governmental institutions, ombudsman offices across Europe and the Mediterranean, human rights organisations, and international bodies. The event provides a valuable forum for peer exchange, institutional reflection, and the identification of shared challenges and best practices across jurisdictions.

The Parliamentary Ombudsman of Malta, Judge Joseph Zammit McKeon, participated in the international conference “National and International Structures to Protect Human Rights: Good Practices and Lessons Learned” held in Tirana, Albania. The event marked the 25th anniversary of the establishment of the People’s Advocate (Ombudsman) of Albania and brought together high-level national and international speakers, human rights institutions, and representatives of regional and global organisations.

The conference was officially opened by Ms Erinda Ballanca, Ombudsman of Albania, who reflected on the institution’s 25-year journey in promoting human rights, advocating for the marginalised, and contributing to democratic accountability in Albania. She emphasised the importance of reaffirming democratic values and human rights at a time of geopolitical uncertainty. Other distinguished speakers included the Minister for Justice of Albania, Mr Ulsi Manja, and representatives of international bodies such as the EU, UN Women, OSCE, the Council of Europe, ENNHRI, and the EU Fundamental Rights Agency (FRA).

In a video message, European Ombudsman Teresa Anjinho described the EU Charter of Fundamental Rights as an inspiring document, while highlighting the gap between its words and their practical implementation. She urged all human rights actors to give the Charter real meaning by holding decision-makers accountable and working with confidence, innovation, and solidarity. FRA Director Sirpa Rautio underscored the role of FRA in supporting national and regional human rights institutions and its engagement with EU institutions to reinforce human rights protections. Beate Rudolf, representing ENNHRI, affirmed that realising human rights for all—including migrants, vulnerable groups, and societies under threat—defines the legitimacy of any state.

Judge Zammit McKeon addressed the opening session of the conference in his dual capacity as the Parliamentary Ombudsman of Malta and as the representative of the IOI European Regional Board. He also participated as Secretary General and Treasurer of the Association of Mediterranean Ombudsmen (AOM). In his speech, the Ombudsman expressed strong support for the continued evolution of the Albanian Ombudsman institution and congratulated Ms Ballanca on her leadership. He highlighted that Malta remains one of only two EU Member States without a National Human Rights Institution (NHRI) fully compliant with the UN Paris Principles. He outlined Malta’s efforts in recent years, including a formal proposal to extend the Ombudsman’s mandate to function also as an NHRI, and the drafting of a new Ombudsman Bill that was presented to the Government but has so far received no response.

Judge Zammit McKeon emphasised that good governance, transparency, and independent oversight are essential for the protection of human rights. He noted that human rights must not remain aspirational but must be implemented in practice and safeguarded in daily life. He praised recent global efforts to establish a network for National Human Rights Action Plans, while warning against governmental lip service to rights protections. The full speech by the Parliamentary Ombudsman is available here.

The second session of the conference focused on institutional experience, regional networks, and international cooperation, featuring contributions from former Albanian Ombudspersons, international organisations, and Mr Reinier van Zutphen, Regional President of Europe of the IOI, through a video message. The event reaffirmed the vital role Ombudsman institutions play in upholding democratic standards, protecting rights, and building resilient societies based on dignity and justice.

Durante la riunione del Coordinamento Nazionale dei Difensori Civici, svoltasi ad Alghero nei giorni 20 e 21 giugno 2025, è stato approvato l’avvio di un percorso strutturato di armonizzazione delle normative regionali che disciplinano il ruolo e le funzioni del Difensore Civico.

L’iniziativa nasce dall’esigenza di superare le attuali disomogeneità normative tra Regioni e Province autonome, rafforzando al contempo la riconoscibilità, l’efficacia e l’impatto istituzionale della Difesa Civica come strumento di garanzia e tutela per i cittadini su tutto il territorio nazionale.
L’obiettivo è promuovere una cornice di riferimento comune, pur nel rispetto delle autonomie legislative regionali, in grado di valorizzare la funzione di mediazione, ascolto e tutela dei diritti fondamentali affidata al Difensore Civico.

Il Coordinamento ha espresso l’intenzione di elaborare una proposta normativa condivisa entro la fine dell’anno, da sottoporre alle istituzioni competenti.

Tale orientamento si pone in continuità con le “Linee di indirizzo per il rafforzamento degli organi di garanzia delle Regioni e delle Province autonome”, approvate dalla Conferenza dei Presidenti delle Assemblee legislative il 26 settembre 2019, documento che già auspicava un percorso di sistematizzazione delle funzioni di garanzia, in un’ottica di trasparenza, efficienza e uniformità (https://www.parlamentiregionali.it/wp-content/uploads/2022/12/linee_indirizzo_organi_di_garanzia_26.09.19.pdf)

L’armonizzazione rappresenta quindi un passaggio essenziale per rendere la Difesa Civica più accessibile, visibile e operativa, anche in vista delle nuove sfide poste dalla trasformazione digitale, dal rafforzamento della partecipazione civica e dalla protezione dei diritti nelle comunità locali.

Si è svolta ad Alghero, nel pomeriggio di venerdì 20 giugno e nella mattinata di sabato 21 giugno 2025, la riunione del Coordinamento Nazionale dei Difensori Civici delle Regioni e delle Province Autonome italiane.

L’incontro, ospitato dal Difensore Civico della Regione Sardegna, Avv. Marco Enrico, ha rappresentato un momento di grande rilievo per rafforzare il dialogo e la cooperazione tra i diversi uffici regionali impegnati nella tutela dei diritti dei cittadini nei confronti della pubblica amministrazione.

Nel corso dei lavori, i membri del Coordinamento, insieme a funzionari dei rispettivi uffici, hanno affrontato un ordine del giorno ricco e articolato che ha incluso una riflessione sull’incontro tenutosi il 4 giugno a Roma con la Commissione nazionale per l’accesso, la trattazione ed esame delle problematiche territoriali emergenti e un confronto sulle principali criticità riscontrate a livello locale, l’aggiornamento sullo stato della redazione della Relazione annuale 2024 da parte del Comitato di redazione, la pianificazione del calendario delle prossime riunioni del Coordinamento, nonché questioni relative a procedure di armonizzazione dei vari uffici regionali riguardanti il tema dell’accesso agli atti e la mappatura dello stato dell’arte della difesa civica italiana.

Il Coordinamento ha inoltre avuto l’opportunità di incontrare il Sindaco di Alghero, Raimondo Cacciotto, il Vice Sindaco Francesco Marinaro e il Presidente del Consiglio Comunale, Beniamino Pirisi. L’accoglienza dell’Amministrazione Comunale è stata calorosa e istituzionalmente significativa, a testimonianza del ruolo della Difesa Civica come presidio di legalità, vicinanza ai cittadini e promotore di una pubblica amministrazione trasparente, accessibile e rispettosa dei diritti.

Significativo anche l’incontro avuto con il Magnifico Rettore dell’Università di Sassari il Prof. Gavino Mariotti.

Nella mattinata di sabato 21 giugno, presso la stessa sede della Fondazione Meta, si è tenuto l’evento pubblico dal titolo
“La Difesa Civica: tra l’accesso agli atti e i silenzi della pubblica amministrazione”, organizzato dal Difensore Civico della Regione Sardegna, alla presenza di autorevoli relatori.

L’incontro ha avuto inizio con la presentazione e gli obiettivi dell’evento a cura di Marco Enrico, Difensore Civico della Regione Sardegna. Sono intervenuti con i saluti istituzionali il Sindaco di Alghero, Dott. Raimondo Cacciotto, Dott. Marino Fardelli, Presidente del Coordinamento nazionale dei Difensori Civici italiani e Difensore Civico della Regione Lazio, Dott. Giuseppe Busia, Presidente dell’ANAC, e Avv. Gabriele Satta, Presidente del Consiglio dell’Ordine degli Avvocati di Sassari.

L’evento ha visto inoltre la partecipazione di due ospiti internazionali come Xavier Cañada Bonaetxea, Raonador del Ciutadà de Andorra e di Javier Hernández Garcia, già Lugarteniente del Justicia de Aragón (Spagna).

La tavola rotonda e il dibattito, moderati da Umberto Di Primio, Difensore Civico della Regione Abruzzo, hanno visto gli interventi di:

• Francesco Cozzi, Difensore Civico della Regione Liguria, sul tema “Il ruolo del Difensore Civico nella promozione dei diritti civili e nella difesa contro i silenzi della pubblica amministrazione”;

• Pietro Casu, Avvocato, con un contributo su “Trasparenza amministrativa ed accesso agli atti”;

• Chiara Spano, Avvocato, che ha approfondito “Il silenzio inadempimento della P.A. ed il reato di omissione d’atti d’ufficio”.

Le conclusioni sono state affidate ad Arrigo De Pauli, Difensore Civico della Regione Friuli Venezia Giulia.

L’iniziativa ha offerto uno spazio prezioso di confronto tra istituzioni, esperti e cittadini, mettendo al centro i diritti di accesso, la trasparenza amministrativa e il contrasto all’inerzia della pubblica amministrazione.

«Sono particolarmente orgoglioso di aver ospitato questa importante riunione del Coordinamento Nazionale in Sardegna – ha commentato l’avv. Marco Enrico, Difensore Civico della Regione Sardegna – un momento di confronto prezioso per consolidare la collaborazione tra gli uffici di difesa civica di tutto il Paese. In un momento storico in cui i cittadini chiedono sempre più trasparenza e efficacia dall’amministrazione pubblica, il ruolo del Difensore Civico si conferma essenziale come garante dei diritti, promotore di accesso e contrasto ai silenzi burocratici. Continueremo a lavorare con determinazione per rafforzare questa funzione fondamentale, sempre più vicina alle esigenze delle comunità locali e all’innovazione delle procedure amministrative.»

Il Coordinamento Nazionale rinnova il proprio impegno a valorizzare e rafforzare la rete dei Difensori Civici, riaffermando l’importanza di un’azione condivisa, autorevole e autonoma a tutela dei diritti fondamentali e del buon andamento dell’amministrazione pubblica.