The European Ombudsman, P. Nikiforos Diamandouros, has presented his Annual Report for 2004 to the Committee on Petitions of the European Parliament(1). The Report gives an overview of the Ombudsman's work in 2004 and highlights the results achieved for EU citizens.

The year 2004 saw an unprecedented rise of 53% in complaints to the Ombudsman − a clear sign of increasing awareness of the service he provides. For the first time ever, more than half of the complaints were sent electronically, either by e-mail or by using the complaint form on the Ombudsman's website.

Much was achieved for European citizens in 2004. In almost 70% of the cases handled, the Ombudsman helped the complainant by opening an inquiry into the case, transferring it to a competent body or giving advice on where to turn for a prompt and effective solution to the problem. But more than that! Following inquiries by the Ombudsman, the institutions settled bills and paid interest, released documents and provided explanations, remedied injustices and apologised for mistakes. In short, the EU institutions and bodies were keen to demonstrate their willingness to work with the Ombudsman for the benefit of citizens.

According to Mr. Diamandouros, "This attitude is key to building confidence in the service the Ombudsman provides. Citizens will not turn to me with their problems unless they trust that their complaint will make a difference. In 2004, we continued to prove that it does."

A short analysis of the complaints dealt with in 2004 can be found in Annex I. For further information, including examples of complaints resolved in favour of citizens, please consult the Ombudsman's Executive Summary and Statistics 2004, which is available in all official EU languages(2) at:

The full Annual Report in English is also available at this web address. It will be made available in all 20 languages in the coming weeks.

 

For further information, please call: Ms. Rosita Agnew, Head of the Communications Sector; tel. +33 6 78 16 06 19.

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(1) The Ombudsman's speech at yesterday evening's Committee on Petitions meeting is available at: http://www.ombudsman.europa.eu/speeches/en/default.htm

(2) The Maltese version is not yet available but will follow shortly.

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ANNEX I : ANALYSIS OF COMPLAINTS IN 2004
How many?

The Ombudsman received 3,726 complaints in 2004, representing a 53% increase compared to 2003 (2,436). The Ombudsman opened 343 inquiries on the basis of these complaints, as well as 8 inquiries on his own initiative. This represents a 39% increase in inquiries opened compared to 2003.

Against whom?

Most of the inquiries dealt with by the Ombudsman in 2004 - 69% - concerned the European Commission. A total of 58 concerned the European Personnel Selection Office (11% of the total inquiries dealt with), 48 concerned the European Parliament's administration (9%) and 22 concerned the Council's administration (4%).

About what?

Lack or refusal of information (22% of the total inquiries dealt with), discrimination (19%), avoidable delay (12%), procedural errors (9%) and unfairness (7%) were the most common source of complaints. Problems with calls for tender and contracts concluded with the institutions were raised frequently.

From whom?

Most complaints - 95% - came from individual citizens, with companies and associations responsible for the remaining 5%.

Spain produced the greatest number of complaints - 13% of the total - followed by Germany (12%), France (8%) and Poland (8%). Taking population into account, the greatest proportion of complaints came from Malta, followed by Luxembourg, Cyprus, Belgium and Slovenia (for the exact figures, please see Annex II: Geographical origin of complaints).

% total complaints

% EU population

What result?

Over a quarter of the inquiries (65) closed in 2004 were settled by the institutions − proof that the EU administration is keen to resolve problems that the Ombudsman brings to its attention. The institutions further accepted 7 draft recommendations made by the Ombudsman.

The Ombudsman found no maladministration in 113 cases. It is important to recall that when no maladministration is found, the complainant at least receives a full explanation from the institution concerned and the Ombudsman's view of the case. In 36 cases, the Ombudsman made a critical remark. Seventeen new draft recommendations were made in 2004. On one occasion the Ombudsman had to resort to his ultimate weapon - a special report to Parliament.

The Ombudsman provided advice as to whom to contact to over 2,000 citizens whose complaints fell outside his mandate. He also responded to 3,200 e-mail requests for information.

How long?

The Ombudsman continued his efforts to close all inquiries as rapidly as possibly, normally within one year. At year end, 12 cases (i.e. 2% of all inquiries dealt with in 2004) were open beyond the one-year target.

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(3) In this graph, the 25 Member States are listed in order of decreasing propensity to complain to the European Ombudsman. Taking population into account, therefore, Maltese citizens tend to complain most to the European Ombudsman, while UK citizens complain least. Country code: MT (Malta), LU (Luxembourg), CY (Cyprus), BE (Belgium), SI (Slovenia), FI (Finland), IE (Ireland), EL (Greece), ES (Spain), PT (Portugal), SK (Slovakia), CZ (Czech Republic), SE (Sweden), AT (Austria), PL (Poland), DK (Denmark), DE (Germany), NL (The Netherlands), HU (Hungary), LT (Lithuania), EE (Estonia), FR (France), IT (Italy), LV (Latvia), UK (United Kingdom).

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ANNEX II : GEOGRAPHICAL ORIGIN OF COMPLAINTS IN 2004

Country	Number of Complaints	% of Complaints	% of the EU Population
Malta	38	1,0	0,1
Luxembourg	40	1,1	0,1
Cyprus	59	1,6	0,2
Belgium	268	7,2	2,3
Slovenia	38	1,0	0,4
Finland	73	2,0	1,1
Ireland	53	1,4	0,9
Greece	129	3,5	2,4
Spain	482	12,9	9,2
Portugal	116	3,1	2,3
Slovakia	52	1,4	1,2
Czech Republic	98	2,6	2,2
Sweden	84	2,3	2,0
Austria	69	1,9	1,8
Poland	285	7,6	8,3
Denmark	32	0,9	1,2
Germany	464	12,4	18,0
The Netherlands	88	2,4	3,5
Hungary	53	1,4	2,2
Lithuania	18	0,5	0,8
Estonia	7	0,2	0,3
France	303	8,1	13,5
Italy	269	7,2	12,6
Latvia	9	0,2	0,5
United Kingdom	195	5,2	13,0
Others	404	10,9	-