SOLVIT and the Commission’s complaint handling systems Sample Clauses

SOLVIT and the Commission’s complaint handling systems. Within the Commission’s Directorate Generals there are specific officials who are responsible for managing complaints from EU citizens, businesses and other organisations. The case is sent on by the official to SOLVIT if the official believes it to be the most appropriate system to deal with the complaint and with the agreement of the complainant. Only a small number, approximately 1% of cases, were received by SOLVIT after a complaint was lodged directly with the Commission. Complaints and comments addressed to the European Commission are registered into a system called CHAP. Some 4000 cases were logged into CHAP in 2010. Where CHAP cases concern individual problems of misapplication of Internal Market rules, ideally they should be considered for submission to SOLVIT. However, CHAP is not linked with SOLVIT and it is up to the Commission official handling the case to decide if it will be sent on to SOLVIT (subject to the complainant's approval) or rather dealt directly by the Commission or other option. As part of our interview work, we discussed with a small number of officials how they allocate CHAP cases to SOLVIT or elsewhere. It is interesting to note that the extent of allocation of cases to SOLVIT appears to vary depending on the DG, the policy area and the personal experience of individual officials in knowing where SOLVIT is most effective and how to engage with the system. Certain officials fully appreciate the type of issues which SOLVIT can address and are effective in allocating cases from CHAP to SOLVIT. On the basis of this number of interviews7 it was apparent that DG internal Market and Services and XX Xxxxxxx were the most proficient and experienced at filtering cases and engaging with SOLVIT. Other DGs / officials use SOLVIT less. In many cases, this seems to be caused by the fact that officials, whilst maybe having heard about SOLVIT, have a limited understanding of how in practice they could make use of it. This indicates the need for more awareness raising within the Commission about SOLVIT. In addition, in the Social Security area, the interviewed officials consider that cases may be very complex and there were doubts that they could be resolved in the SOLVIT timescale. At the same time, they were surprised to note that SCs handle many social security cases (when contacted directly by complainants) and managed to solve many problems. The picture that emerges is that whilst certain DGs or officials make regular use of SOLVIT, other D...
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