62 Case No. 14/00559 A woman was, in her own words, desperate when a public authority had still not replied to her complaint after more than 18 months. In July 2012 the woman had complained to the Danish Agency for Higher Education and Educational Support concerning a demand for repayment of student grants, and the Agency had maintained the demand. The woman then asked that the Board of Appeal for the State Education Grants and Loan Scheme consider the complaint. In November 2013, she sent a reminder to the Agency and asked for a reply. In December she complained to the Ministry of Science, Innovation and Higher Education which sent the complaint on to the Agency. In February 2014, the woman complained to the Ombudsman who was told in March by the Agency that the case was still pending. The Ombudsman asked the Ministry to look into the case. The Ministry discovered that the woman’s complaint from July 2012 had not been sent to the Board of Appeal until March 2014. The Ministry wrote to the woman that there had been a clear processing error and that the processing of her case had not been consistent with good administrative practice. The principles of good administrative practice are among other things a result of the Ombudsman’s statements. Good administrative practice may for example be that the authorities reply to the citizens within a reasonable period of time, that their affairs are in order, and that they treat the citizens correctly and courteously.