# Ombudsman finds five instances of maladministration in EPSO’s handling of complaints concerning staff recruitment tests - Author: European Ombudsman - Date: 2024-07-10T00:00+02:00[Europe/Paris] - [URL](https://www.ombudsman.europa.eu/en/news-document/en/189271) --- In five separate inquiries, the Ombudsman has found maladministration in how the European Personnel Selection Office (EPSO) dealt with complaints from people taking remote tests as part of the recruitment process for the EU civil service. The candidates had complained to EPSO about a number of problems they encountered during the tests, which were administered by EPSO's contractor. Individual examples include difficulty launching the test, missing or improperly working tools on the testing platform, and excessively long wait times. In her findings, the Ombudsman said that EPSO had failed to properly address the arguments made by the complainants, demonstrated a lack of flexibility, and/or taken unreasonable decisions. She also criticised EPSO for often providing complainants with contradictory information when it came to how they had to prove they faced problems and for rejecting complaints even when complainants had followed the instructions for reporting technical issues. In one of the inquiries, the Ombudsman suggested EPSO explore whether it is possible to retroactively review the technical aspects of a candidate's testing experience, including the functionality of tools, by consulting technical logs. If possible, EPSO should insist that this possibility be included in the new contract it is preparing for the provision of remote testing services. In the other four inquiries, the Ombudsman asked EPSO to get in contact with the complainants to find an appropriate and fair solution to their situation. The Ombudsman carried out the five inquiries at the same time as a separate own-initiative inquiry into EPSO's use of remote testing. In that inquiry's findings, she had suggested that EPSO ensure technical requirements do not disadvantage or prevent certain candidates from taking remote tests, ensure candidates have access to instructions on troubleshooting and filing a complaint during testing, and review its guidelines on complaint handing. She also suggested EPSO ensure candidates have the possibility to take tests in physical testing centres if it is unable to address the negative implications of remote testing on equality of opportunity. **Inquiries** How the European Personnel Selection Office (EPSO) dealt with a complaint about technical problems in a selection procedure (EPSO/AST/155/22 - Assistants in the field of operational security) [413/2023/MAG](/decision/189262) How the European Personnel Selection Office (EPSO) handled a complaint concerning issues in the context of remote testing as part of selection procedure EPSO/AST/151/22-3 [1027/2023/MAG](/decision/189263) How the European Personnel Selection Office (EPSO) handled a complaint concerning the unavailability of proctors during a remote test in a selection procedure for EU staff EPSO/AD/398/22 [1030/2023/MAG](/decision/189264) How the European Personnel Selection Office (EPSO) handled a complaint concerning technical issues during a remote test for an EU staff selection procedure [1539/2023/MAG](/decision/189268) How the European Personnel Selection Office (EPSO) handled a complaint concerning technical issues during a remote test for an EU staff selection procedure [1039/2023/MAG](/decision/189265)