Complaints up 20%: the Ombudsman warns of persistent administrative dysfunctions

The Ombudsman's Office has published its 2025 annual report. Under the theme "Listening to the Citizen," this publication highlights a significant increase in complaints while emphasizing efforts to bring the administration closer to its users. However, the document reveals that administrative delays, land disputes, and difficulties accessing public services remain the primary concerns of Senegalese citizens.

During the period from July 2024 to December 2025, the Ombudsman's Office recorded 336 complaints, compared to 279 during the previous reporting period, representing a 20% increase. According to the institution headed by the Ombudsman, Demba Kandji, this rise reflects both the Ombudsman's increased visibility following its regional tours and the persistence of dysfunctions within certain public administrations. Of the 336 cases received, 263 are still being processed, while 54 were rejected due to inadmissibility, private disputes, cases pending before the courts, or lack of jurisdiction. The report particularly deplores the lack of responsiveness from some public services, which are slow to reply to correspondence, thus delaying the resolution of citizens' complaints.

Land disputes, indexed administrations, and the cause of disabled children

Analysis of complaints shows that land disputes are by far the most frequent, representing 24.3% of cases. These are followed by problems with the administrative status of state employees at 16.3%, difficulties related to the liquidation of retirement pensions at 12.2%, as well as debt settlement, non-enforcement of court decisions, and compensation claims.

The Ministries of Finance and Budget, the Interior and Justice are among the most targeted administrations, alongside local authorities and IPRES.

Beyond its role as an arbiter of administrative disputes, the Ombudsman's Office has devoted a significant portion of its activities to defending the rights of children with special needs. Workshops organized jointly with the Office of the United Nations High Commissioner for Human Rights have highlighted the lack of appropriate facilities, the shortage of specialists, the obstacles to accessing healthcare and inclusive education, and the urgent need to finally adopt the Child Code. To address these issues, the report recommends the creation of specialized centers in all regions, the strengthening of training for healthcare professionals and teachers, improved access to healthcare for children with disabilities, and the establishment of a High Authority on Disability.

Finally, tours conducted in nine regions of the country allowed for the direct collection of grievances from the population. These grievances primarily concern the dilapidated state of road infrastructure, shortcomings in the healthcare system, difficulties accessing education, slow administrative procedures, civil registry issues, land disputes, and territorial disparities in access to public services. Through this document, the Ombudsman's Office strongly urges the continued modernization of the administration while strengthening its human dimension. For the institution,

Improving the quality of public service, reducing processing times and effectively addressing complaints remain essential conditions for strengthening trust between the State and its citizens.