The Digital Ombudsman

The Digital Ombudsman guarantees the digital rights of citizens and businesses by collecting reports of alleged violations and ordering corrective measures.

Digital civil rights

From a legal perspective, digital civil rights refer to the ability of citizens and businesses to use digital identity, a digital address, electronic payments and communication via information technology.

From an ethical and educational perspective, digital citizenship can also be defined as the combination of civic education and digital education; in other words, on the one hand, learning about one’s rights and duties as a citizen, and on the other, the awareness that the actions one takes online and offline have an impact, today and in the future, on the individual and on society.

In this regard, AgID has published a Guide to Digital Citizenship Rights with the aim of informing citizens about the tools and services available and providing an overview of the regulations that govern and protect these rights.

Guida dei diritti di cittadinanza digitale

Digital Ombudsman

PDF | 353,5 KB | 07/23/2024

The role of the Digital Ombudsman

The Digital Ombudsman was established by the Digital Administration Code (CAD) and is responsible for ensuring the protection of citizens’ digital rights and the promotion of access to the public administration’s digital services. This official is responsible for intervening in cases of service disruptions, delays, or failures in the digitization of public services.

Specifically, the Digital Ombudsman's duties include:

collecting reports regarding alleged violations of the Digital Administration Code (CAD) or any other regulations pertaining to digitization and innovation (Article 17, paragraph 1-quater of the CAD)

to make decisions regarding the proper implementation of the law on accessibility to information technology for people with disabilities (in the event of user complaints regarding accessibility statements, it orders any necessary corrective measures, in accordance with the provisions of Article 3-quinquies of Law No. 4/2004)

It is important to note that the Ombudsman:

does not resolve or mediate any disputes between citizens and public administrations;
cannot act on behalf of public administrations in carrying out the activities requested by citizens;
does not provide assistance to users in resolving malfunctions in public administration applications or online services;
does not replace the public relations offices of public administrations.

How to submit a request

There are two different paths, depending on the duties the Ombudsman is required to perform.

Digital Administration Code Violations

For reports concerning alleged violations of the CAD, you may use the dedicated form, which may be supplemented with supporting documentation, and send it to the following address: protocollo@pec.agid.gov.it.

Before submitting a report, it is important to provide a detailed description of the incident, including all the information necessary for the Ombudsman to review the case, and to file a separate report for each government agency believed to be involved in the alleged violations.

List of Closed Reports by the Digital Ombudsman: PDF - CSV

( Last update: June 30, 2026)

Accessibility-related reports

For issues related to the accessibility of websites and apps, Law No. 4/2004 establishes that users may submit a report directly to the relevant party, following the procedures indicated in the “Feedback” section of the accessibility declaration, which can be found in the website footer or in the designated section of the app store for mobile apps.

If you do not receive a response, or if the response you receive is unsatisfactory, you may contact the Digital Ombudsman.

For issues related to accessibility in electronic communications services, audiovisual media, consumer banking, e-commerce, e-books, and transportation (as specified in Legislative Decree No. 82/2022), it is possible to report any non-compliance with accessibility requirements through the dedicated platform.