In 2024, Moroccans continued to rely on the national complaints portal (Chikaya.ma) to report issues with public institutions, enterprises, and administrations. Updated statistics reveal a total of 177,511 complaints were filed throughout the year.
The portal, which encompasses 1,743 participating entities, reported a resolution rate of 70.44%. Meanwhile, citizen satisfaction with complaint handling stood at 61.16%. Approximately 13,811 complaints were reopened, with an average processing time of 19 days.
Public institutions and enterprises topped the list with 112,938 complaints, followed by ministries and high commissions with 47,606. Local municipalities accounted for 16,967 complaints.
Monthly data showed a peak of 17,654 complaints in January 2024, which gradually declined to 14,877 in April. Complaints surged again in May, reaching 16,350, but fell to their lowest levels during the summer months of August and September, when submissions stayed below 12,000 per month. By December, complaints rose to 16,191.
The portal’s data shows a consistent increase in complaints since its inception in 2018, when 83,926 complaints were filed. This number rose to 107,050 in 2019 and hit a record high of 658,171 in 2020. Subsequent years stabilized, with 176,266 complaints in 2021 and 186,040 in 2023, though 2024 saw a slight decrease of 9,000 complaints.
As of early January 2025, 4,458 complaints had already been submitted. Since 2018, the portal has processed over 1.569 million complaints, resolving approximately 1.321 million, achieving an overall resolution rate of 84.2% and a satisfaction rate of 54.96%.
The Chikaya.ma portal was established in response to royal directives, constitutional mandates, and government programs to enhance public service accountability. It aims to receive and address citizens’ grievances, provide solutions, and gather feedback and suggestions.
In his speech during the 2016 parliamentary session, King Mohammed VI emphasized the importance of responsive governance, stating, “It is unacceptable for administrations to ignore citizens’ complaints and questions, as though they are insignificant. Citizens are entitled to receive answers and solutions, and administrations are obliged to justify their decisions based on the law.”
The national portal reflects this vision, providing a platform for citizens to voice concerns and hold public institutions accountable.
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