The number of complaints submitted through Morocco’s national complaints portal, Chikaya.ma, reached 43,816 during the first quarter of 2025, according to newly released data. Of these, 16,440 complaints were filed in January, 14,173 in February, and 13,222 by the end of March.
The complaint resolution rate stood at 63.9%, with an average processing time of 91 days—rising from 33 days to 130 over the three-month period. Meanwhile, reopened complaints surged to 3,635, with overall satisfaction on complaint resolution recorded at 63.82%.
According to the platform’s data, local municipalities received the highest number of complaints, increasing from 1,140 in January to 1,238 in March.
Complaints against ministries and high commissions saw a significant drop, declining from 4,948 in January to 3,661 in February and 3,666 in March. Similarly, complaints against public institutions and enterprises decreased from 10,352 in January to 8,318 by March.
Since the platform’s official launch in January 2018, it has received 1.609 million complaints, of which 1.356 million have been processed. Currently, 1,744 government entities are registered on the portal.
However, the number of resolved complaints declined month by month in early 2025, dropping from 13,174 in January to 8,882 by March, while pending complaints surged from 3,266 to 10,950 over the same period.
For the year 2024, a total of 177,556 complaints were submitted through Chikaya.ma, with fluctuations in filing rates. Complaints peaked in January (17,656), dipped, and then rose again in May (16,351) and December (16,209).
The resolution rate for 2024 stood at 74.09%, with 14,101 complaints reopened, while the satisfaction rate on complaint handling was 60.35%. The average resolution time was 119 days.
The data also highlighted fluctuations in complaints against local municipalities, which peaked in May 2024 (1,957) before hitting a low of 972, stabilizing at 1,259 by year-end.
Meanwhile, complaints against ministries and high commissions reached a peak in December (4,680), compared to 4,534 in July. Complaints against public institutions and enterprises saw a gradual decline from 11,588 in January to 10,070 in December 2024.
These trends indicate evolving public engagement with the platform and underscore ongoing challenges in addressing grievances efficiently across government institutions.
add your comment
Terms of publication : Not to offend the writer, people, sacred things, or attack religions or the divine self, and refrain from racist incitement and insults.