The Office of the Ombudsman has raised concern that a significant number of complaints it receives could be resolved at local administrative levels, pointing to continued gaps in public service delivery at the grassroots.
The concern was highlighted during discussions between the Ombudsman’s Office and members of Rwanda’s Council of Elders on Friday, June 12, 2026, focused on improving public service delivery and strengthening accountability mechanisms.
Participants noted that some citizens continue to face delays or inadequate services from local authorities, prompting them to escalate issues that could be resolved at lower levels of administration.
They emphasized the need to strengthen early complaint resolution systems, improve professionalism in public service delivery, and enhance citizen participation in addressing local challenges.
The discussions also underscored the importance of digital tools in improving efficiency, alongside stronger accountability frameworks and a shift in mindset to prioritize timely and effective service delivery.
Officials further stressed the need to encourage resolution of disputes at family and community levels where possible, rather than escalating them unnecessarily to higher institutions.
The Ombudsman’s Office is widely recognized for handling cases that remain unresolved at lower administrative levels, particularly complaints related to injustice, land disputes and service delivery gaps.
In the 2024/2025 fiscal year, 2,684 citizens approached the institution for assistance. According to its annual report, 2,960 cases were handled during outreach engagements in five districts, with 2,179 cases, or 73.6%, resolved on the spot.
During the same period, 655 cases involved requests for review of court decisions on grounds of alleged injustice. In the previous fiscal year (2023/2024), the office received 1,100 cases, of which 760 were resolved immediately.
Land-related disputes remain the most frequently reported category of complaints handled by the Ombudsman under its anti-corruption and anti-injustice mandate.
