Moroccan Citizens Filed 163,694 Complaints Against Public Administrations in 2025

Marrakech – Moroccan citizens filed 163,694 complaints against public administrations through the national “Chikaya.ma” platform in 2025, reflecting a downward trajectory from previous years while sustaining robust citizen engagement with the digital grievance system.

The online platform processed 66.14% of submitted complaints, representing roughly two-thirds of all cases. The satisfaction rate reached 58.69%, with an average processing time of 16 days. More than 14,000 cases were reopened after initial closure.

Public institutions and state-owned enterprises received the highest number of complaints at 93,738 cases. Ministries and high commissions followed with 45,298 complaints, while territorial communities faced 15,658 grievances from citizens.

A positive trend

Monthly complaint volumes showed seasonal variations throughout 2025. Submissions declined from over 16,000 in January to approximately 9,000 by June before recovering to similar levels in July.

August and September recorded further decreases, followed by a gradual increase reaching 10,000 complaints in November and 13,000 in December.

The 2025 figures represent a notable reduction compared to recent years. The platform received over 177,000 complaints in 2024 and 186,000 in 2023. Previous years showed comparable patterns with more than 176,000 complaints recorded in both 2021 and 2022.

The exceptional year remains 2020, which saw approximately 658,000 complaints submitted during extraordinary circumstances. By comparison, complaint numbers did not exceed 107,000 in 2019 and 83,000 in 2018.

Over the past five years, complaint volumes have remained relatively stable while showing a clear downward trend from 186,000 in 2023 to 163,000 in 2025.

The national complaints platform was launched in 2018 to establish a unified and integrated complaint management system. The initiative aims to receive citizen grievances, ensure proper follow-up, and collect observations and suggestions from users.

Currently, 1,747 public administrations participate in the system. The platform provides permanent access for users to communicate with 38 government departments, 116 public institutions, and 1,590 territorial communities across the country.

The constitutional framework governing public administration accountability is outlined in Article 156, which mandates that “public services receive observations, suggestions, and complaints from their users and ensure their follow-up.”

The article further stipulates that public services must account for their management of public funds and remain subject to monitoring and evaluation.

A public duty

King Mohammed VI stressed these principles during the parliamentary opening session on October 14, 2016, stating: “It is unacceptable for the administration not to respond to people’s complaints and questions, as if the citizen is worthless or merely a small part of the general landscape of the administrative space.”

“Without the citizen, there would be no administration,” he affirmed. “Citizens have the right to receive answers to their messages and solutions to their problems. The administration is obligated to explain things to people and justify its decisions, which must be made based on the law.”

Yet, the platform’s operation continues to draw scrutiny over whether the handling of complaints translates into tangible improvements in administrative practice.

Critics question whether the participation of nearly 1,747 administrations delivers real, on-the-ground impact, or merely institutionalizes the recording of citizen dissatisfaction without driving substantive reform.

At the same time, the digital system remains the primary channel through which citizens seek redress and resolution in their interactions with public services.