One striking takeaway of the interview is the human factor that outgoing Ombudsman Monti sought to embed into the role: “It feels like handing over my baby. It hurts a little, even though you know from the start that it’s limited to eight years,” Monti said.
While evaluating one’s own work is never easy, Monti believes that the Ombudsman’s role has become more widely recognised in recent years. In some administrative decisions, the Ombudsman is now directly referenced, making it clearer for people to know where to turn for complaints. She also highlights her strong presence in the field and expressed pride that the Ombudsman’s office has become something tangible – accessible, engaged, and always ready to listen.
Monti has often referred to herself as the nation’s complaint box. The most frequent grievances involve professional reclassification issues at ADEM or housing allowance disputes with the Fonds de Logement. More broadly, she explained that many cases she handled were deeply personal, often affecting people who were already at their emotional and psychological limits.
The most most important aspect of her tenure, she said, was the human dimension of her work. She was deeply moved by the levels of hardship, fear, and uncertainty people face. Over time, she noticed a shift – where once fear was the dominant emotion, people have become more assertive, sometimes even aggressive, in demanding their rights.
She warns that efficiency in administration should not come at the expense of human connection. While digitalisation is necessary, she stresses the importance of ensuring that individuals are not reduced to numbers.
“If you’re truly struggling, you need a person to talk to. You can’t pour your heart out to a robot, tick a box that says ‘I am not a robot,’ and expect meaningful help in return.”
When asked about her professional future, Monti admitted, “Honestly, I have no idea.” However, she is certain that she wants to remain committed to human rights.
Returning to legal practice as a lawyer is not an option, as she has built many relationships during her time as Ombudsman and wants to avoid any perception of conflicts of interest.
Starting in May, Monti will take on the role of President of the Board of Directors at Hëllef um Terrain, formerly known as Caritas. She emphasised her commitment to remaining engaged on the ground, personally visiting institutions to understand their needs.
Before becoming Ombudsman, Monti was politically active with the Democratic Party (DP). To maintain neutrality, she gave up her party membership during her tenure. Whether she will return to politics remains an open question.
Claudine Konsbruck will replace Claudia Monti next month as the new Ombudsman.
Original article and video (in Luxembourgish): Mir mussen de mënschlechen Aspekt bei den Administratiounen erhalen
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