Referring to the Ombudsman (Mediator) to settle a dispute with a public administration
Last updated more than 5 years ago
The mission of the Ombudsman, also called Mediator, is to receive claims from individuals pertaining to cases that concern them in connection with the operation of State and communal administrations or public establishments that are part of these institutions.
A person who believes they have been wronged can submit their claim to the Ombudsman either directly or through a member of the Chamber of Deputies. The claim must be pertain to a concrete case directly concerning the claimant and not to the functioning of the administration in general.
Who is concerned
Any natural person (citizen) or legal person under private law (trading company, a not-for-profit association, etc.), regardless of their nationality, who believes that they have been wronged by an administrative decision or procedure or by the behaviour of a public-sector employee.
Prerequisites
The claimant can only submit a claim to the Ombudsman after having first asked the concerned authority to clarify or modify their position. If that request remains unanswered, or if the claimant considers the response to be unsatisfactory, the case may be referred to the Ombudsman.
How to proceed
Formulation of the claim
The author of the grievance may refer the matter to the Ombudsman in the form of an individual written claim or by giving an oral statement to the Ombudsman's secretary on appointment.
Written claims may be filed in Luxembourgish, French, German and English. An electronic application form is also available on the website of the Ombudsman.
Oral claims may be submitted only by appointment. They may also be submitted in another foreign language on condition that the claimant is accompanied by an interpreter.
The claim must be accompanied by:
- a summary of the disputed facts;
- supporting documents such as letters and disputed administrative decisions.
When the Ombudsman believes a claim is not justified, they will inform the claimant accordingly, providing reasons for their decision.
An Ombudsman's decision not to pursue a claim may not be appealed before a court.
Consequences of referrals to the Ombudsman
If the Ombudsman deems that a claim is admissible and founded, they will send their recommendations to the authorities in question, with a view to settling the dispute amicably.
The recommendations maybe include proposals for improving the operation of the department in question. Their purpose is to encourage the authorities concerned to re-examine the disputed decision and thus revise their initial position.
The Ombudsman should be informed of the follow-up given to their intervention within a time frame that it sets.
They must inform the author of the claim in writing of the follow up given to their proposal.
When there is no satisfactory response within the time limit they have set, or when no action is taken by the administration in response to the Ombudsman's intervention, the Ombudsman may publish their recommendations.
In their effort to adhere to the principle of equity, the Ombudsman may make recommendations that go beyond the overly strict application of the law, but without disregarding the will or intention of the original lawmaker.
The Ombudsman is neither a judge nor an arbitrator, and cannot intervene in legal proceedings. However, in the event of a failure to execute a court decision, they may order the concerned agency to comply therewith within a time frame that they will set.
Invoking the principle of equity
In some special situations and in exceptional circumstances, the Ombudsman may propose that an administration settle the claimant's situation equitably.
Indeed, in certain cases, the strict application of a law may lead to a disproportionate burden for a person when considering the intended purpose of the law. In requesting the application of the principle of equity, the Ombudsman may ask the administration to waive the strict application of the law in order to prevent an unfair situation.
Forms / Online services
Application form from the mediator
To complete your application, the information about you collected from this form needs to be processed by the public administration concerned.
That information is kept by the administration in question for as long as it is required to achieve the purpose of the processing operation(s).
Your data will be shared with other public administrations that are necessary for the processing of your application. For details on which departments will have access to the data on this form, please contact the public administration you are filing your application with.
Under the terms of Regulation (EU) 2016/679 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, you have the right to access, rectify or, where applicable, remove any information relating to you. You are also entitled to withdraw your consent at any time.
Additionally, unless the processing of your personal data is compulsory, you may, with legitimate reasons, oppose the processing of such data.
If you wish to exercise these rights and/or obtain a record of the information held about you, please contact the administration in question using the contact details provided on the form. You are also entitled to file a claim with the National Commission for Data Protection (Commission nationale pour la protection des données), headquartered at 15, boulevard du Jazz L-4370 Belvaux.
By submitting your application, you agree that your personal data may be processed as part of the application process.
Online procedure
Formulaire de requête du médiateur (Ombudsman)
Les informations qui vous concernent recueillies sur ce formulaire font l’objet d’un traitement par l’administration concernée afin de mener à bien votre demande.
Ces informations sont conservées pour la durée nécessaire par l’administration à la réalisation de la finalité du traitement
Les destinataires de vos données sont les administrations compétentes dans le cadre du traitement de votre demande. Veuillez-vous adresser à l’administration concernée par votre demande pour connaître les destinataires des données figurant sur ce formulaire. Conformément au règlement (UE) 2016/679 relatif à la protection des personnes physiques à l'égard du traitement des données à caractère personnel et à la libre circulation de ces données, vous bénéficiez d’un droit d’accès, de rectification et le cas échéant d’effacement des informations vous concernant. Vous disposez également du droit de retirer votre consentement à tout moment.
En outre et excepté le cas où le traitement de vos données présente un caractère obligatoire, vous pouvez, pour des motifs légitimes, vous y opposer.
Si vous souhaitez exercer ces droits et/ou obtenir communication de vos informations, veuillez-vous adresser à l’administration concernée suivant les coordonnées indiquées dans le formulaire. Vous avez également la possibilité d’introduire une réclamation auprès de la Commission nationale pour la protection des données ayant son siège à 15, boulevard du Jazz L-4370 Belvaux.
En poursuivant votre démarche, vous acceptez que vos données personnelles soient traitées dans le cadre de votre demande.
Démarche en ligne
Antragsformular Ombudsmann
Ihre in diesem Formular erfassten personenbezogenen Informationen werden von der zuständigen Verwaltungsbehörde verarbeitet, um Ihren Antrag erfolgreich abzuschließen.
Diese Informationen werden von der Behörde für den zur Verarbeitung erforderlichen Zeitraum gespeichert.
Die Empfänger Ihrer Daten sind die im Rahmen Ihres Antrags zuständigen Verwaltungsbehörden. Um die Empfänger der in diesem Formular erfassten Daten zu erfahren, wenden Sie sich bitte an die für Ihren Antrag zuständige Behörde.
Gemäß der Verordnung (EU) 2016/679 zum Schutz natürlicher Personen bei der Verarbeitung personenbezogener Daten und zum freien Datenverkehr haben Sie das Recht auf Zugang, Berichtigung und gegebenenfalls Löschung Ihrer personenbezogenen Informationen. Sie haben zudem das Recht, Ihre erteilte Einwilligung jederzeit zu widerrufen.
Weiterhin können Sie, außer in Fällen, in denen die Verarbeitung Ihrer Daten verpflichtend ist, Widerspruch einlegen, wenn dieser rechtmäßig begründet ist.
Wenn Sie diese Rechte ausüben und/oder Einsicht in Ihre Informationen nehmen möchten, können Sie sich unter den im Formular angegebenen Kontaktdaten an die zuständige Verwaltungsbehörde wenden. Sie haben außerdem die Möglichkeit, bei der Nationalen Kommission für den Datenschutz Beschwerde einzulegen (Commission nationale pour la protection des données, 15, boulevard du Jazz L-4370 Belvaux).
Wenn Sie Ihren Vorgang fortsetzen, akzeptieren Sie damit, dass Ihre personenbezogenen Daten im Rahmen Ihres Antrags verarbeitet werden.
Online-Vorgang
Who to contact
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Ombudsman Luxembourg36, rue du Marché-aux-Herbes
L-1728 Luxembourg
Luxembourg
Phone : +352 26 27 01 01Fax : +352 26 27 01 02Mon.-Fri. from 8.00 to 12.00 and from 13.30 to 16.00
