The Office of the Ombudsman Rwanda has raised concern over persistent delays in resolving citizens’ complaints, calling on government institutions; especially at the grassroots level to act promptly and close service delivery gaps.
Chief Ombudsman Madeleine Nirere said many of the cases handled by the institution should not require escalation, noting that they fall within the mandate of local authorities.
In the 2025/2026 fiscal year, the Ombudsman’s office received 1,267 complaints from six districts, of which 912 were resolved. Nirere observed that a significant share of these cases reflects inefficiencies in local service delivery.
“Some complaints we receive should be resolved at the local level without citizens having to seek intervention from the Ombudsman or courts,” she said.
She identified injustice, land disputes, and corruption as the most frequently reported issues, adding that many remain unresolved for long periods due to inaction or weak follow-up by responsible institutions.
Nirere stressed that the Ombudsman should primarily focus on complex cases that have failed to be addressed elsewhere, warning that the current trend places unnecessary pressure on the institution.
“If nearly half of the complaints are resolved immediately upon reception, it means they should have been handled earlier,” she noted.
The concerns were echoed during a high-level consultative meeting bringing together central and local government leaders, where improving service delivery emerged as a key priority.
Prime Minister Justin Nsengiyumva called for stronger coordination across institutions, urging leaders to respond swiftly to citizens’ needs.
Citing figures from the Rwanda Governance Board, Nsengiyumva highlighted a declining trend in service delivery performance—from 78.2% in 2023 to 75.8% in 2024, and 71.7% in 2025—warning that the drop underscores the urgency of reforms.
He emphasized that leaders must stay closely engaged with communities and either resolve issues in a timely manner or escalate them without delay to ensure effective government response.
