Guiding principles
- Equality of users, continuity of service, adaptation to needs and neutrality.
- Transparency of information, simplification of procedures and digitalisation.
- Reasons for adverse individual decisions and information on available remedies.
Users' rights
- Reception, guidance and information, including for persons with disabilities.
- A response within the set time limits and handling of complaints under an identified procedure.
- Periodic assessment of service quality and publication of the results.
Key articles
A lawyer's points to watch
- The charter is a framework law: it is implemented through regulations and sector-specific charters, which must be relied on precisely.
- Failure to give reasons for an adverse decision is a serious ground before the administrative courts.
- Keep a record of every complaint: it establishes the date on which the procedure began.
The English text on this page, including the quoted articles, is an unofficial translation. Information sheet prepared by Maître Lahfaia Law Firm, Rabat. It does not constitute legal advice. Only the text published in the Official Bulletin of the Kingdom of Morocco is authoritative; the articles cited may have been amended since this sheet was written.