Complaints to Catalan Ombudsman about Rodalies in 2025 already double those of last year

The Catalan Ombudsman has already received more than twice as many complaints about Rodalies this year as it did in all of 2024.

Last year, 160 complaints about the commuter rail service were sent, and in 2025 so far, 397 complaints have been sent, according to the head of the Ombudsman's office, Esther Giménez-Salinas, in a presentation of 2024's activity.

The majority of complaints are due to delays, lack of information, and users feeling "mistreated." Giménez-Salinas said that users can "understand that certain things can happen, but not a lack of information." 

She pointed out that the Rodalies problems are "not new" and called for improvements in the infrastructure.

However, given that Rodalies is being transferred to Catalan ownership "slowly," the Ombudsman stressed that "at the very least," communication needs to be improved and commuters need to be assisted when incidents occur.

Giménez-Salinas added that services and administrations should have a more "humane and empathetic" approach to citizens.

"Users complain every day, but the complaints don’t always reach our office," Giménez-Salinas said, before urging the train operator to "help people" and "provide all information possible" when situations arise, "because many of the complaints are also about being left stranded, not being informed."

The figures come after consecutive weeks of disruptions in the commuter rail network leaving users fed up and feeling "scammed." 

Complaints and ex officio actions carried out by the Ombudsman in 2024 related to territorial policies increased from 15% to 19% due to incidents in public transport network. 

Other complaints to Ombudsman

Meanwhile, there were more complaints and actions related to social policies than anything else, representing a total of 43% of all of the office's activity. 

Most of these were related to delays in processing the Guaranteed Minimum Income benefits, or the return of undue income, as well as the delay in the recognition and review of the degree of disability and residential services and care homes for the elderly.

In the field of education, the main reasons for complaint were related to admissions, the programming of the offer and school segregation, inclusive education, and the processing of grants.

In health, complaints about waiting lists stand out, which have led to 20% more complaints and ex officio actions.

The Catalan Ombudsman pointed out that the administration needs to become more effective, as this has an impact on citizens' trust and quality of life. It recommends that the executive resizes services to adapt them to the current population and simplify administrative procedures.