Ombudsman 2024 report warns of Ministers faltering under weight of inaction

GREAT BAY--The Ombudsman of St. Maarten used the image of a house built of cards falling apart on the cover of its 2024 annual report. And, knowing the Ombudsman, this is probably not a coincidence.

The image of a house of cards falling apart is a powerful visual metaphor, especially in the context of government accountability. We do not want to assume, and the Ombudsman made no direct reference, but in this case, the Ombudsman's use of that image on the cover of the 2024 Annual Report likely signifies several things:

𝐅𝐫𝐚𝐠𝐢𝐥𝐞 𝐆𝐨𝐯𝐞𝐫𝐧𝐚𝐧𝐜𝐞: A house of cards looks stable on the surface but is inherently unstable and prone to collapse from the slightest disturbance. It suggests that the current structure of government operations, particularly within ministries like VROMI and Justice, is built on weak foundations, lacking the institutional strength, discipline, and checks necessary to withstand pressure or scrutiny.

𝐒𝐲𝐬𝐭𝐞𝐦𝐢𝐜 𝐅𝐚𝐢𝐥𝐮𝐫𝐞: The falling cards symbolize systemic collapse, not just individual mistakes, structural problems.

𝐈𝐥𝐥𝐮𝐬𝐢𝐨𝐧 𝐨𝐟 𝐒𝐭𝐚𝐛𝐢𝐥𝐢𝐭𝐲: It implies that what might appear as a functioning system, departments, procedures, public service, is actually a precarious setup held together by appearances, not by sound policy, transparency, or accountability. This becomes evident when citizens file complaints and receive no response or when policies are inconsistently applied.

𝐂𝐨𝐧𝐬𝐞𝐪𝐮𝐞𝐧𝐜𝐞𝐬 𝐨𝐟 𝐈𝐧𝐚𝐜𝐭𝐢𝐨𝐧: The falling motion of the cards is a warning: without serious reform, the whole structure could collapse. It’s a visual appeal to both government and the public to recognize the urgency before the instability results in irreversible damage.

𝐒𝐲𝐦𝐛𝐨𝐥 𝐨𝐟 𝐏𝐮𝐛𝐥𝐢𝐜 𝐃𝐢𝐬𝐭𝐫𝐮𝐬𝐭: The metaphor also reflects the public's growing sense that government processes are manipulated, rigged, or unfair. As the Ombudsman noted, fewer people filed complaints in 2024, not necessarily because there were fewer problems, but because people no longer believed anything would come of it. That’s the moment a house of cards begins to fall: when trust evaporates.

In essence, the image communicates that good governance cannot be faked. It must be built brick-by-brick on laws, fairness, transparency, and institutional integrity. When these are missing or ignored, the entire structure, no matter how polished it may look, will eventually fall.

𝐓𝐡𝐞 𝐫𝐞𝐩𝐨𝐫𝐭:

The Ministry of Public Housing, Spatial Planning, Environment and Infrastructure (VROMI) has once again come under the spotlight in the 2024 Annual Report of the Bureau Ombudsman, which reveals systemic governance failures, poor administrative accountability, and disregard for basic good governance principles. The report, released this week, confirms that VROMI received more complaints and investigative attention than any other government body last year.

Out of 42 official investigations launched in 2024, VROMI was the subject of nine, equal to the Ministry of Justice but notable because of the sustained trend of high complaints over the years. Most of these stemmed from departments like Domain Affairs, the Permits Department, and the Inspectorate. The Ombudsman found that citizens’ concerns were routinely mishandled or ignored, with repeated failures in communication, inspection protocols, and regulatory adherence.

A specific case detailed in the report involved a resident's objection to a garage permit. The investigation revealed the permit was granted in violation of the National Hindrance Ordinance. The Ministry failed to respond in a timely manner, did not properly document inspections, and even issued advance warnings that undermined the legitimacy of the inspection process. Ultimately, the Ombudsman concluded that VROMI had not acted fairly, had not adhered to proper timelines, and did not meet the principles of good governance.

This is not an isolated incident. “The lack of response from ministries is a continued concern,” Ombudsman Gwendolien Mossel stated in the report. “There are outstanding cases from 2022 and 2023, and 2024 saw further breakdowns in communication. While structural issues like human resource shortages are real, they do not justify ignoring citizen complaints or failing to respect the law.”

Although the total number of complaints received by the Ombudsman declined from 367 in 2023 to 270 in 2024, the Bureau attributes this to public distrust during a politically volatile year marked by two parliamentary elections and yet another cabinet change, the twelfth since country status was achieved in 2010. Citizens expressed fatigue and reluctance to report issues in what they perceive as a disjointed and unresponsive system.

The Ministry of Justice was the subject of an equal number of investigations as VROMI, including a notable case where a detainee was denied access to urgent medical treatment despite a court order. The Minister failed to act, and the detainee remained in the Philipsburg House of Detention. The Ombudsman called this a serious breach of human rights and urged swift compliance with judicial rulings.

Other ministries had fewer investigations but were not immune from scrutiny. The Ministries of VSA, AZ, OCJS, and TEZVT had four each, while Finance had three. The latter two were commended for resolving their issues during the intervention phase, unlike Justice, which still has no functioning complaints system in place despite public commitments. The Ombudsman emphasized that several ministries still fail to inform the public on how to file complaints or who to approach when problems arise.

Across all investigations, the Bureau identified three major failures in governance: disorganized service provision, inadequate response to citizen needs, and a failure to proactively provide information. Of the 96 formal recommendations made by the Ombudsman in 2024, many remained unacted upon by year-end. The Bureau stressed that recommendations must be treated with urgency and not seen as optional.

The report also outlined the Bureau’s growing role in legislative oversight and policy reform. In 2025, a proposed amendment to the National Ordinance Ombudsman will seek to expand the institution’s powers, including the ability to investigate complaints about government-owned companies such as GEBE. The Bureau also supports the introduction of a Children’s Ombudsman, modeled after similar offices in the Netherlands.

Parliament was again urged to act on long-standing legislative voids. Among the key issues highlighted were the lack of policies following the Dutch Supreme Court's DIDAM ruling and the Over the Bank land dispute. The government has yet to present a formal land distribution policy, despite growing public concern about fairness and transparency in land allocation.

Still, the report closes on a forward-looking note. Ombudsman Mossel reaffirmed the institution’s commitment to transparency, fairness, and restoring public trust. “These challenges are formidable, but they also serve as a call to action. Good governance is not optional. It is the foundation of democratic legitimacy and public service.”

The 2024 report is a sobering reminder of the administrative gaps that persist in key government ministries. It calls not just for reflection, but for meaningful reform, accountability, and a renewed contract between public servants and the people they are meant to serve.

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