Speech by the European Ombudswoman, Teresa Anjinho during the opening ceremony of the International Ombudsman Conference in Malta

Speech by the European Ombudswoman, Teresa Anjinho during the opening ceremony of the International Ombudsman Conference in Malta

Published October 15, 2025

Dear President of the House of Representatives, Honorable Anglu Farrugia,
Dear Judge Joseph Zammit McKeon,
Dear Reiner van Zutphen,
Dear Erinda Ballanca,
Distinguished members of the diplomatic corps,
Dear colleagues, participants,
Excellencies,

Good morning,

It is a pleasure to be here with you today and to share an EU perspective on the role of ombudsmen in these increasingly complex and uncertain times.

Before I begin, allow me to warmly congratulate Judge Zammit McKeon and his team on the 30th anniversary of the Parliamentary Ombudsman of Malta — a significant milestone, and a testament to decades of dedication to public service.

Coincidentally, the European Ombudsman is also turning thirty this year.

Two institutions, founded in the same year, in different parts of Europe — yet united by a shared mission: to uphold fairness, accountability, and good administration in public life.
1995 was, clearly, a good year — for democracy, and for citizens.

But since then, the world has changed — dramatically.

And it is my firm belief that the role of Ombudsmen is becoming more central than ever.

From a once-in-a-lifetime pandemic to climate-driven natural disasters and growing security concerns for the Union.

From war breaking out on European soil, to energy shocks and global trade tensions — it often feels as though we barely have time to catch our breath before the next crisis hits hard.
Moreover, a technological revolution is ongoing in front of our very eyes — especially the rise of artificial intelligence — that is transforming how we live, how we work, and how we connect with one another.

Times of uncertainty: times when citizens naturally look to public institutions for guidance, protection, and reassurance.

And here lies the paradox: just when institutions are most needed, trust in them is running dangerously low.

Of course, there can be many reasons for this: political polarisation, disinformation, a sense of detachment from decision making.
But — from the perspective of an Ombudsman — one fundamental problem stands out.

Democratic decision-making—which is deliberative, inclusive, and often slow by design —, is struggling to keep up with the speed and complexity of modern governance.
Decisions today are more urgent, much more technical, and more complex than ever before.

In the European Union, policymaking is expanding into new areas — from digital regulation and artificial intelligence, to defence, health, and security.

All critical fields that directly impact citizens’ rights and daily lives, generating intense public interest, scrutiny, and debate — especially in an era where general information is widely accessible and digital participatory tools are emerging, giving a new lease of life to the right to participate in democratic life.

But what I see today is a growing disconnection between what citizens expect — to be involved, properly informed, and heard — and what institutions can currently offer — or may I say do not offer, which is the necessary tools to respond to society’s evolving needs.

When people constantly feel left behind, trust in public institutions inevitably erodes — and we should not then be surprised if even a technically sound system of administration like ours, is perceived as undemocratic or illegitimate.

This challenge is especially clear at the European level, where the bonds between the EU and its citizens, though growing, are still young and less deeply rooted than those at the national level.

Which makes it even more essential for inclusiveness, transparency, accountability, and responsiveness to be at the heart of everything EU institutions do.

It is not just about good administration — it is about good governance, and, ultimately, trust.

Without trust, can we truly be prepared to face the uncertainty that surrounds us?

The European Ombudsman’s casework regularly reflects these systemic tensions, such as: lack of transparency, access to documents delayed or denied, delayed responsiveness to citizen’s inquiries, failure to involve stakeholders meaningfully in public consultations, weak accountability and growing dissatisfaction with conflicts of interests of those involved in policy and decision-making.

These are not minor administrative setbacks — they signal a deeper and very dangerous misalignment between expectations and conferrals.

For illustration, let me share one example focused on participatory democracy.

In response to major geopolitical shifts, a key European strategy has been to simplify existing laws across different policy areas, with a view to reducing burdens on economic operators and stimulate growth, innovation and competitiveness.

I don’t believe anyone disagrees with this diagnosis (and I refer here to the main findings of the Draghi Report) and the need for simplification. But the Ombudsman’s Office is already handling three ongoing inquiries related to this process. All of them, with some variations, question the urgency that led to doing away with essential elements of the Union’s rule making process, that is carrying out public consultations and impact assessments.

Institutions, of course, must remain or become more agile - but this agility should never come at the disproportionate expense of legal certainty and participatory democracy.
As a European Ombudsman my goal, of course, is to review what happened. But more importantly, it’s to see the bigger picture, go beyond possible procedural failures, and draw lessons for how we handle urgent law-making in the future.

This structural, solution-oriented approach is exactly where the true value of an Ombudsman lies.

Traditionally, our mandate focused on ensuring that EU institutions respect the principles of good administration — such as legality, impartiality, fairness —, but today my office is increasingly being called upon to support transparency, citizens’ participation, ethical standards, and accountability — these are the pillars of good governance.

By addressing not only how institutions function, but how they are perceived, the Ombudsman plays a vital role in bridging the gap between administrative performance and citizens’ expectations. In other words, building trust and creating positive impact. Our role is no longer just reactive. But proactive and at the same time transformative.

And because we are witnessing the steady growth of a common European administrative culture — shaped by shared laws, procedures, and policy tools —, it is of outmost importance that at this moment we also recognise the pressing need to work together on our common concerns and common problems and ultimately common aspirations as guardians of administrative governance.
This makes the role of the European Network of Ombudsmen (ENO), that I have the privilege to coordinate, more important than ever. As we approach its 30th anniversary in 2026, we should not only reflect on the progress made, but also look forward with ambition.

ENO is more than a network — it is a platform for shared learning, shared standards, and shared tools. It is through this collaboration that we can strengthen our collective capacity to defend not only good administration, but to actively promote good governance in a rapidly changing Europe.

So, dear colleagues, I end with this call to action: by standing together — as ombudsmen, as oversight bodies, as a bridge between institutions and citizens — we can help ensure that, even in times of uncertainty, governance in Europe evolves in a way that is not only efficient and effective, but also participatory and worthy of citizens’ trust.

Thank you.