The European Ombudsman, P. Nikiforos Diamandouros, today welcomed the European Commission's new system for dealing with complaints. The new system, designed by Vice-President of the Commission, Margot Wallström, directly involves Commissioners in responding to the Ombudsman's inquiries.

At today's meeting with Commission officials, which was also addressed by Mrs Wallström and Commission Secretary General, Catherine Day, the Ombudsman stressed the need for close cooperation between the Commission's services and the responsible Commissioners in the handling of complaints and announced a programme of meetings with each of the individual Commissioners to discuss how to make the new system work as effectively as possible.

During the meeting, the Ombudsman highlighted his dual role - he is not just an external control, but also a resource for those who are trying to create an organisational culture of service to citizens and of respect for their rights.

The Ombudsman also emphasised his willingness to help the Commission to identify and overcome difficulties in its administration.

According to the Ombudsman, mistakes occur in any administration and do not necessarily imply bad intentions. When a mistake occurs, matters should be put right if possible and an apology given if appropriate. A mistake begins to become a problem when it is denied.

"The Ombudsman is part of the culture of service and not of a culture of blame," Mr Diamandouros concluded.

The European Ombudsman investigates complaints about maladministration in the EU institutions and bodies. Any EU citizen, resident, or an enterprise or association in a Member State, can lodge a complaint with the Ombudsman. The Ombudsman offers a fast, flexible and free means of solving problems with the EU administration. For more information: http://www.ombudsman.europa.eu