THE NETHERLANDS | Ombudsman: proactive government needed to restore trust

Public trust in government can only be restored if the government actively reaches out to and supports people before problems arise. That is the message from the National Ombudsman, the Ombudsman for Veterans and the Ombudsman for Children in their 2025 annual report. 

By taking a passive approach, the government is losing touch with citizens – and in doing so, their trust.  In addition, public policy still fails to reach everyone.

Not unaware, but passive 

A government that is there for all citizens does not sit back and wait – it looks ahead. According to National Ombudsman Reinier van Zutphen, it is often already known who needs help, yet action is not taken. As a result, many people fail to make use of support schemes to which they are entitled. “If you know who needs support and how you can help them, it is your duty to act.”

One example is the proposed government cuts to the scheme aimed at proactively approaching people who are missing out on social assistance. Earlier this year, Van Zutphen had already criticised the plans: “This is precisely the group that needs support the most. They deserve a government that reaches out to them rather than waiting for them to come forward.” 

Although the cuts were later reversed, the Ombudsman says the course of events reveals a great deal about the government’s attitude: “This government is accelerating while simultaneously putting its foot on the brake. That helps no one.”

A proactive government as the norm

According to Van Zutphen, fundamental changes are needed to restore trust. Alongside the annual report, he is therefore presenting a vision for a proactive government to help guide the next government.

Among other measures, he advocates the automatic granting of benefits and allowances wherever possible, reducing administrative burdens and providing greater security for citizens – for example by not simply withdrawing support once it has been granted. At the same time, safeguards such as privacy protections must remain in place.

Van Zutphen said: “A proper government does not wait until people become lost in a maze of service desks. It reaches out when it knows support is needed. Proactive public services should not be optional – they must become the norm. It is the only way forward.”

Vulnerable citizens remain overlooked

Policy that fails to reach everyone only deepens inequality. The Temporary Energy Emergency Fund (TNE), which reopened for the third time in 2025, illustrates this clearly. Only people with a DigiD account and sufficient digital skills were able to apply. In addition, the available budget was not based on the scale of the problem, but on contributions from energy companies. 

According to the Ombudsman, this means the most vulnerable groups continue to be overlooked. Ongoing uncertainty surrounding energy prices means this issue will remain relevant in 2026. Van Zutphen is calling on the government to ensure the fund is genuinely accessible to everyone this time – thereby doing what is necessary.

Please click here to read the full article. The summary of the annual report 2025 in English can be found in the download section further below.

Source: The Office of the National Ombudsman of the Netherlands