Morocco’s Ombudsman reaffirms commitment to protecting rights of overseas citizens

The Kingdom’s Ombudsman Institution reiterated its commitment to defending the rights of Moroccans living abroad, marking National Migrant Day with a statement affirming its institutional role in supporting overseas citizens and strengthening their trust in public administration.

The institution emphasized its growing focus on the concerns of Moroccans around the world, aiming to support their demands, facilitate grievance procedures, and strengthen communication channels. These efforts reflect King Mohammed VI’s ongoing care for the Moroccan diaspora and acknowledge the challenges they face in accessing their rights, both in host countries and during visits to Morocco.

According to the statement, this commitment is rooted in the Ombudsman’s constitutional mandate as a rights-protection body and institutional mediation mechanism. The institution aims to proactively address grievances and serve as part of Morocco’s good governance framework by promoting fairness and transparency.

As part of its strategy, the institution said it operates across three main levels: communication, complaints and grievance handling, and its role as a policy advisor.

In terms of communication, the Ombudsman acts as a member of the Higher Council of the Moroccan Community Abroad and plays a key role in bridging institutional relations with Moroccans abroad. The institution provides multiple remote channels for filing complaints, including its website, email, the “e-wassit” platform, and a dedicated hotline. These tools allow for real-time response and guidance for legal and administrative procedures.

Complaints from the Moroccan diaspora are prioritized and classified as a top social category, ensuring fast processing. Seasonal staff are also appointed to handle urgent cases during summer holidays. Special reception spaces are established at the institution’s headquarters and regional offices to ensure continued service during peak travel periods. The Ombudsman also coordinates with public institutions to assign focal points during the summer to facilitate resolution of cases involving returning expatriates.

To overcome language barriers, the institution has introduced multilingual support services in French, English, Spanish, and German—languages widely spoken among the diaspora. It has also developed coordination mechanisms with consulates and diplomatic missions to follow up on complaints, deliver relevant documents, and establish partnerships with counterpart institutions abroad.

These partnerships enable Moroccan citizens to submit complaints against public administrations in host countries. The institution further collaborates with the Ministry of Foreign Affairs and the Council of the Moroccan Community Abroad to exchange data and pursue a multi-stakeholder, integrated approach.

On the complaints and grievances front, the Ombudsman’s role goes beyond receiving and logging cases. It includes analyzing the content, interacting with relevant authorities, and crafting practical solutions that uphold citizens’ rights.

The institution handles complaints from overseas Moroccans through a special fast-track system, particularly during high-travel seasons or for urgent administrative issues such as health services, travel challenges, civil status, or property rights. Structural and recurring problems are reported annually to the king, as indicators of systemic issues requiring legislative or governmental intervention.

The Ombudsman said this system has yielded tangible results, including improved responsiveness from public administrations and reduced feelings of exclusion among overseas citizens, especially in navigating complex administrative systems.

In terms of its policy advisory role, the institution said it develops strategic recommendations based on recurring field complaints. These proposals are submitted to relevant authorities to improve services. Recommendations include simplifying administrative procedures, digitizing services, easing documentation requirements, recognizing foreign medical certificates in emergencies, and offering flexible legal delegations.

Other key proposals address personal status cases—such as enhancing legal assistance for women and expediting judicial cooperation with consulates—and improving access to property and inheritance rights.

The institution also participates in legislative debates concerning overseas citizens and submits policy proposals to ensure the voices of the diaspora are reflected in public policymaking. It has called for a dedicated administrative guide for Moroccans abroad and the creation of specialized monitoring units in key government sectors that deal with diaspora affairs.

Through these actions, the Ombudsman Institution said it aims to reinforce the state’s commitment to safeguarding the rights of Moroccan citizens at home and abroad, while improving trust between the diaspora and public institutions.