The Ombudsman Addresses Delays in Social Security Appointments and In-Person Care

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The Ombudsman’s Warning on Social Security Appointment Delays and In-Person Services

The Ombudsman has reminded the Ministry of Inclusion, Social Security and Immigration to address persistent delays in scheduling appointments across Social Security offices. In addition to the ongoing issues with limited in-person availability, the Ombudsman notes a broader failure to provide timely and effective access to care, as outlined in a statement released this Wednesday.

Following a formal advisory issued on August 19 to the Ministry of State for Social Security and Pensions, the Ombudsman forwarded the concerns to the current minister, José Luis Escrivá, urging him to communicate the identified shortcomings in the appointment system and in-person assistance. The aim is clear: to eliminate the deficiencies that undermine public confidence and citizen satisfaction in essential services.

According to the institution, the current operation falls short of delivering the level of public service required. It is described as inconsistent with the right to good administration and with the expectation of a public administration that acts with efficiency and effectiveness in serving the general public.

Numerous complaints highlight that people struggle to obtain appointments in any province, and they often have to rely on telematic (online) channels rather than in-person support. The reported experience includes having to make multiple phone calls and facing little to no success in securing an appointment, which in turn drives citizens to seek alternative means for administrative assistance.

The Ombudsman emphasizes that this situation constitutes an objective breach of the standard obligations set out in Article 103.1 of the constitution. The article underscores that the administration should serve the general interest and perform its duties with efficiency, ensuring that services reach those who need them in a timely manner.

Beyond procedural delays, the Ombudsman warns that the recurrence of such difficulties undermines the reciprocity of the administrative act. Those affected frequently require guidance services to complete their procedures successfully, and when access is hindered, the smooth functioning of administrative processes is compromised.

In the communication to Escrivá, the Ombudsman acknowledges efforts by the department to reverse these perceptions. However, it stresses that those measures, although welcome, do not suffice to guarantee effective and efficient care that enables direct management of citizen needs. The assessment points to the risk that ongoing shortcomings will persist if corrective actions are not broadened and accelerated.

In particular, attention is drawn to individuals who are in vulnerable positions and are disproportionately affected by a digital divide. For these groups, the availability of in-person services is a matter of urgent importance, constituting a preferred and essential form of assistance to ensure equitable access to public administration.

Overall, the Ombudsman’s note serves as a formal reminder to the responsible authorities that delays and the reliance on remote channels must be weighed against the public interest in reliable, accessible, and timely social security support. The document calls for concrete steps to streamline appointment scheduling, expand in-person service capacity, and improve the overall experience of citizens seeking social security and pension-related services. The expectation is for measurable progress that safeguards the right to efficient public administration and upholds the principle of equal treatment for all users, regardless of their digital access or personal circumstances. [Source attribution: Ombudsman advisory and official communications.]

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