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Decision in case 467/2017/NF on the European Commission’s failure to answer correspondence concerning a complaint about the usability of its ‘EU CV Online’ website

Available languages: en
  • Case: 467/2017/NF
    Opened on 11 Apr 2017 - Decision on 08 Jun 2017
  • Institution(s) concerned: European Commission

1. On 17 March 2017, the complainant wrote to the European Commission to complain about his experience with the usability of its ‘EU CV Online’ website[1], which is a database of spontaneous applications for contract agent positions within the Commission. The Commission replied to the complainant on 20 March 2017, and thanked him for having informed it of the deficiencies that he had found, such as outdated information. It promised to put the matters right as quickly as possible. However, the complainant considered that the Commission’s reply was not satisfactory and, among others, lacked information on its “complaints management”. On 20 March 2017, he therefore wrote to the Commission again, asking it for further information and clarifications. The complainant also turned to the Ombudsman on the same day.

2. When the complainant had not received a reply to his correspondence of 20 March 2017 within 15 working days[2], the Ombudsman contacted the Commission. The Commission then replied to the complainant on 8 May 2017, providing him with the additional information and clarifications sought.

3. As a reply has now been sent, and given that the complainant is satisfied[3] with the Commission’s reply, this complaint is resolved and the Ombudsman closes the case.


Strasbourg, 08/06/2017

Tina Nilsson
Head of Inquiries - Unit 4


[1] https://ec.europa.eu/dgs/personnel_administration/open_applications/CV_Cand/index.cfm?fuseaction=premierAcces&&CFID=104527806&CFTOKEN=31175636&jsessionid=f430fb9cd5054125e574TR&langue=EN

[2] According to the Commission‘s Code of Good Administrative Behaviour, “a reply to a letter addressed to the Commission shall be sent within fifteen working days from the date of receipt of the letter”. The Code is available here: https://ec.europa.eu/info/sites/info/files/code-of-good-administrative-behaviour_en.pdf

[3] On 16 May 2017, the Ombudsman invited the complainant to comment on the Commission’s reply, which he did on 24 May 2017, stating that he found the reply satisfactory.