Despite progress achieved in recent years, the quality of public services remains insufficient to meet citizen expectations. This was stated by the Ombudsman, Mr.Isaque Chande, while presenting his annual report for the period April 2024 to March 2025. The report also includes pending notes from 2023–2024 that were not submitted due to the national political calendar and general elections.
According to the Ombudsman, citizens continue to report poor service delivery, slow processing of administrative requests, lack of responsiveness, communication failures, and illegal charges for services that should be free. He noted that dissatisfaction is growing, particularly where decision-making is slow or unequal, and where citizens are pressured to make unlawful payments.
While acknowledging government efforts to improve professionalization, ethics, and digital transformation in public administration—including revisions to the Law on Probity and Public Ethics—Chande stressed that legislation alone does not change behavior. Stronger disciplinary and criminal accountability measures are needed so illegal acts do not go unpunished.
“With the welcomed digital transformation pursued by the Government, the Public Administration can substantially improve the quality of its services,” he stated.
During 2024–2025, the Court of Justice registered 457 complaints, a 26% decrease compared to 626 complaints in 2023–2024. Chande attributed this reduction to decreased public outreach and post-election tensions limiting mobility across the country.
The main causes of complaints were:
- Process loopholes – 19%
- Administrative acts – 17%
- Human rights violations related to the post-election crisis, including alleged restrictions on press freedom and internet access.
Most petitions targeted ministries, provincial executive councils, public institutes, and municipal councils, underscoring the need for deeper institutional reform.
Chande noted improvements in cooperation by public institutions, reflected in increased responses to prosecutorial inquiries. He reaffirmed his commitment to defend legality, justice, and citizens’ rights:
“Our mission is to help build an effective, efficient, and fair Public Administration in the interest of the common good.”
Among the ongoing challenges, the Ombudsman highlighted the need to expand services to the provinces through the creation of provincial delegations, ensuring greater accessibility and proximity to the public.
