Prime Minister Aziz Akhannouch has issued a “circular” addressed to ministers, state secretaries, and high commissioners to enhance coordination and cooperation with the Mediator Institution in responding to citizens’ complaints and grievances, thereby improving public services.
In his circular, the Prime Minister highlighted the crucial role of the Mediator Institution as an independent, specialized national body that strengthens administrative mediation as a mechanism for resolving disputes between citizens and the administration.
He noted that the permanent liaison with the Mediator Institution within the administration, as stated in Article 31 of Law No. 14.16 governing the institution, is essential for activating the Mediator’s role in amicably and efficiently resolving administrative disputes outside judicial processes. This contributes to building trust in public services and upholding the rule of law, justice, and fairness.
To ensure the effectiveness of this institutional mechanism, Akhannouch stated that having qualified permanent liaisons with clear decision-making authority within various state administrations and public institutions is essential for facilitating the Mediator’s interventions and achieving the objectives of administrative mediation.
In this regard, the Prime Minister mentioned some challenges that may hinder regular cooperation between the administration and the Mediator Institution, such as the absence of designated liaisons in some agencies, the appointment of liaisons without decision-making authority, delays or lack of responses to the institution’s communications, and responses that do not address the substance of grievances or lead to resolutions. He also cited the weak implementation of the institution’s recommendations and insufficient engagement with recommendations related to judicial rulings.
In order to ensure that the permanent liaisons of the Mediator Institution fulfill their duties as specified in Articles 31, 32, and 33 of Law No. 14.16, and to make them effective intermediaries between the administration and the institution, the Prime Minister called on ministers, state secretaries, and high commissioners to appoint one or more permanent liaisons for the Mediator Institution within their respective administrations. These appointees should meet the qualifications of competence and experience and possess decision-making authority regarding the grievances submitted by the institution. Furthermore, they should provide the Prime Minister’s office and the Mediator Institution with their names, titles, and contact information, and ensure that any changes to these appointments are promptly communicated.
Akhannouch also urged the liaisons to possess the necessary resources and means to carry out their tasks effectively. He called for timely responses to communications and interventions from the Mediator Institution, responsible interaction in settlement sessions convened by the institution, and regular updates to the Mediator Institution regarding the actions taken to implement its recommendations, as well as any reasons that may have prevented such implementation.
In conclusion, the circular states that the Prime Minister has called for full adherence to its contents by ministers, state secretaries, and high commissioners, urging them to disseminate it across all affiliated administrative departments and public institutions under their oversight, and to ensure efficient implementation of its provisions. This is aimed at solidifying the Mediator Institution’s role as a key partner in resolving administrative disputes and enhancing the quality of administrative performance to serve the public interest and strengthen trust between the administration and its constituents.
