Severe criticism of the Swedish Enforcement Authority for shortcomings in accessibility by telephone

Summary of the decision: In 2024, the Parliamentary Ombudsmen received several complaints from individuals who had difficulty reaching the Swedish Enforcement Authority by telephone. The Parliamentary Ombudsmen decided to investigate the matter and asked the authority to comment generally within the scope of the case.

The investigation revealed that of approximately one and a half million incoming telephone calls in 2024, over half went unanswered. In his decision, the Parliamentary Ombudsman states that this result demonstrates that the Swedish Enforcement Authority is nowhere near fulfilling the requirements that can reasonably be placed on a public authority that has chosen telephony as a vital contact channel for the public to get in touch with it.

According to the Parliamentary Ombudsman, it is a matter of urgent public interest that individual’s are able to contact the Swedish Enforcement Authority without undue delay, and severe criticism is therefore directed at the authority for such serious shortcomings in access by telephone during 2024. He considers there to be cause to send a copy of the decision to the Government for information.