Overview

• The share of users reporting difficulties rose from 39% in 2016 to 61% in the latest Defender of Rights survey of 5,030 adults conducted from October 2024 to January 2025.
• Fewer than half of respondents can complete online procedures on their own, and 42% said they encountered a problem online in 2024.
• Nearly one in four people have abandoned requests or renounced rights because of obstacles, failed follow‑ups, or discriminatory experiences.
• Problem rates are higher among people in financial difficulty, the unemployed, manual workers and employees, and people with disabilities.
• When blocked, 88% recontact administrations—mainly by phone and often by going in person—and 21% report discrimination overall, rising to 38% among people perceived as Black, Arab, or Maghrebi.