Moroccans complain less, but remain frustrated

The thermometer of administrative anger shows a slight decline, but the fever persists. With more than 163,000 cases filed through the national digital channel over the past year, citizens continue to massively use their right of appeal. According to official data, public companies and establishments are the worst students, accounting for nearly 94,000 complaints, far ahead of ministries (45,000) and local authorities (15,000).

While the administration is making efforts to be more responsive with an average processing time of 16 days and a response rate of 66%, the quality of the solution provided is divisive: nearly 42% of complainants are not satisfied with the outcome of their case, and more than 14,000 complaints had to be reopened due to a lack of convincing response.

In the long term, the trend is towards a decline after the explosion of figures during the 2020 health crisis (658,000 complaints). The 2025 volume marks a decline compared to 2023 (186,000) and 2024 (177,000), stabilizing the use of the platform launched in 2018. Yet, beyond the statistics, the question of the real effectiveness of this one-stop shop remains. Faced with 1,747 connected administrations, many citizens still question the concrete impact of their grievances and the ability of this system to truly change the bureaucratic burdens on the ground.