By Martin Banks - 16th March 2009
Three quarters of the complaints I receive each year are outside my mandate
Nikiforos Diamandouros
A new online guide for people who want to complain about institutions in member states has been launched by the European ombudsman.
Launching the service in the European parliament, Nikiforos Diamandouros said the guide was intended for complaints which fall outside his mandate.
It aims to direct citizens, companies, NGOs, associations and other organisations to the body which is best placed to deal with their complaints or information requests, he said.
Diamandouros said, "Three quarters of the complaints I receive each year are outside my mandate.
"Many of these complaints can be dealt with by other problem solving mechanisms, such as national ombudsmen.
"With the help of our new website, we want to guide complainants to the right address to save them time and money, and to spare them frustration and disappointment."
The Greek official was addressing a seminar on Friday, entitled "Problem solving in the EU - Where to turn."
The ombudsman receives more than 3000 complaints each year. Around one quarter fall inside his mandate, which is to investigate complaints about maladministration in the EU institutions.
These complaints, which come from citizens, companies, regional offices, associations and NGOs from all member states, concern lack of transparency in the EU institutions, late payments for EU projects, discrimination or unfairness.
As a result of his intervention, the EU administration has settled bills, paid interest, released documents, remedied injustices and put an end to discrimination.
To help resolve quickly and effectively complaints falling outside his mandate, the ombudsman said he cooperates closely throughout Europe with other complaint-handling bodies, such as national and regional ombudsmen.
They deal with complaints concerning maladministration at the member state level.
* The new interactive guide is available in the 23 official EU languages at: www.ombudsman.europa.eu
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