WILLEMSTAD — The Ombudsman of Curaçao has issued a scathing report criticizing the Ministry of Traffic, Transport and Urban Planning (VVRP) for systematically failing to properly handle citizens’ complaints about the allocation of public land for housing over the past several years.
The findings, presented to Parliament on May 22, stem from a self-initiated investigation covering the period from January 2020 to December 2024. The Ombudsman concluded that the ministry consistently ignored complaints, failed to follow through on promises, and did not treat complainants with fairness or dignity.
No Response, No Accountability
The Ombudsman noted that repeated requests for cooperation during the investigation went unanswered, including three official reminders. The ministry did not provide any feedback or participate in the fact-finding process.
Between 2020 and 2024, the VVRP ministry was the subject of 351 complaints filed with the Ombudsman, with 128 specifically concerning the Domain Management Execution Office, the agency responsible for managing the land distribution process. Annual complaints ranged from over 60 to nearly 95, with many centered on issues related to the assignment of long-lease land (erfpacht).
In 2022 alone, the Ombudsman received 92 complaints about the ministry, 20 of which related directly to land allocation. In nearly every case, the Ombudsman found the grievances justified, mainly due to the lack of timely and transparent resolution.
A Pattern of Bureaucratic Failure
Complaints included poor communication, lack of follow-up, arbitrary decision-making, and unfulfilled commitments. In some cases, individuals had spent years on waiting lists for land without receiving updates or explanations.
The Ombudsman concluded that the ministry’s handling of these issues has eroded public trust and compromised the legal security of citizens. The report emphasizes that the current internal complaint-handling culture is not only inadequate but damaging to government credibility.
Four Recommendations for Reform
The Ombudsman issued four key recommendations to the Minister of VVRP:
Strengthen the internal complaints office.
Evaluate and improve complaint-handling procedures.
Cultivate a more responsive and accountable complaint culture.
Approach citizens with greater empathy and respect.
The lack of legally mandated complaint-handling procedures gives ministries considerable leeway, the Ombudsman acknowledged, but emphasized that this makes it even more crucial to adhere to standards of good governance and use complaints as opportunities for improvement.
The report also labeled the ministry’s refusal to respond to letters and the absence of clear public information on land allocation policies as “deeply concerning.”
