France - The Defender of Rights - Upholding the rights of the users of public services

Upholding the rights of the users of public services
The Defender of Rights is responsible for improving relations amongst the citizen, the administration and public services.
He may act as a mediator.
You may refer a case to the Defender of Rights if you disagree with a decision or behaviour by an administration or a public service.
The Defender of Rights may intervene, through consultation, when your previous efforts to resolve a dispute have failed.

Who can refer cases to the Defender of Rights?

• a private person (a natural person acting on her/his own behalf)
• an association or a group
• a company

What public services are concerned?
The Defender of Rights may intervene in a conflict between you and:

• a State administration: prefecture, ministry, taxation centre, consulate…
• a local entity: city hall, general councils of a department or region…
• a health care facility
• a body responsible for managing a public service: Family Benefit Fund (CAF), National Health Insurance (CPAM), Pôle emploi (National Employment Agency), energy suppliers (electricity and gas, EDF-GDF), public transportation system (SNCF)…

What kinds of disputes can be referred?
Your problem with an administration or public service may concern, for example:

• dysfunction of a public service: erroneous decision, failure to respond, lack of information…
• failure to execute a judicial decision favourable to the citizen. More...