BackCitizens are increasingly using artificial intelligence (AI) when interacting with government services. This development creates opportunities, but it also highlights a new challenge: how can we ensure that citizens use AI in a critical and responsible way? During Digital Week, the Flemish Ombudsman Service launched a web page featuring a sample prompt that helps citizens use AI to draft a complaint.
AI can help, but it also carries risks
The Flemish Ombudsman Service is receiving an increasing number of complaints written with the help of AI. While it is positive that people use tools to support them, these complaints do not necessarily lead to better communication.
Where a citizen previously might have written, “I do not understand this government decision and would like to file a complaint,” the Ombudsman Service now often receives lengthy texts filled with legal terminology, references to legislation that are not always correct, and strongly worded demands directed at the Ombudsman Service or other public authorities. In some cases, the first question becomes: “What is your complaint actually about?”
“AI can certainly help citizens, but not everyone has the knowledge needed to assess AI-generated content correctly. That is where an important challenge lies today.” - Myriam Parys, Flemish Ombudsman
Is a new digital divide emerging?
People who do not use AI may risk falling behind. At the same time, those who place blind trust in AI also face risks. AI systems can make mistakes, generate incorrect information, or refer to rules that do not apply.
The Flemish Ombudsman Service therefore fears that, alongside the existing digital divide, a new gap may emerge between citizens who can use AI critically and responsibly and those who cannot.
The European AI Act pays attention to AI literacy, but the obligation to invest in it applies mainly to organisations and professional users of AI systems. No comparable framework currently exists for citizens. This raises an important question: who is responsible for helping citizens develop the skills they need to use AI effectively and responsibly?
The Flemish Ombudsman Service sees clear parallels with earlier digital inclusion policies. Governments invested in initiatives to strengthen digital skills and make online public services more accessible. A similar effort is now needed for artificial intelligence.
Organisations also have a role to play
According to the Flemish Ombudsman Service, the responsibility for AI literacy does not rest solely with governments and technology companies. Organisations that frequently interact with citizens can also help them use AI in a sensible and informed way.
“In the past, the focus was on digital literacy. Today, we also need to think about AI literacy. Citizens should not only have access to technology but also understand how to use it safely and critically.” - Myriam Parys
During Digital Week (6-16 October 2026), the Flemish Ombudsman Service launched a new web page with practical guidance and a sample prompt for citizens who want to use AI to draft a complaint.
The page includes:
- information about the opportunities and limitations of AI;
- practical tips for using AI when asking questions or submitting complaints;
- a sample prompt that helps citizens summarise their situation in clear language, without unnecessary legal jargon or overly complex wording.
By doing so, the Flemish Ombudsman Service encourages citizens to use AI as a helpful tool while remaining in control of their own story.
The Ombudsman Service also calls for a broad public debate on AI literacy and the role that governments, educational institutions, technology companies, and public organisations can play in strengthening it.
“Technology only becomes truly accessible when people understand how it works and where its limits lie.” - Myriam Parys
Kindly click here to access the webpage (available in Dutch).
Source: The Flemish Ombudsman Service, Belgium
