Complaint procedure

If you encounter or observe the following:

  • a breach of the principles of good governance (openness, transparency, responsibility, zero tolerance of corruption), in the Active Citizens Fund – National programme,
  • a failure to respect the values on which the Programme is based (respect for human dignity, freedom, democracy, equality, the rule of law, and respect for human rights, including the rights of minorities),
  • wrongdoing in performance of projects financed under the Programme or in use of funds from grants under the Programme

please report this by writing to [email protected]

The following information must be given in a complaint:

  • information about the nature of the breach (please provide as much detail as possible),
  • the manner in which you would prefer to be contacted to resolve the matter (e-mail, telephone).

The Operator will provide a response to a complaint within 30 days of receipt. If the Operator’s response is not satisfactory, the  matter can be referred to the Complaints Committee set up by the Operator. This Committee will provide a response to the complaint within 30 days of the day on which it reaches the Committee.

Regardless of the above, the matter can be reported to the Financial Mechanism Office in Brussels directly by writing to [email protected]. Please be advised that the FMO only reviews complaints regarding the Operator. In all other matters, the entities competent to review complaints are the Operator and the Complaints Committee.

The Operator guarantees anonymity and confidentiality of personal data at every stage of the complaint review process. Only Operator personnel, necessary to resolve the matter, and also, where necessary, members of the Complaints Committee and/or the FMO, will learn of the subject matter of the complaint. Data are not disclosed to third parties.

For more information about personal data protection during the complaint review process, please e-mail [email protected]


Print Friendly, PDF & Email

How we can help you:

Translate »
Content | Menu | Access panel