This Framework agreement covers the provision of technical expertise and specialized assistance in relation to case handling. It is implemented on the principle of specific assignments. They concern all types of complaints handled by the EIB-Complaints Mechanism within the following sectors: Energy, Manufacturing and industry, Infrastructure and transport, Water and waste management, Health and education, Natural resources and agro-industry, ICT and E-Economy.

The services provided within this Framework Agreement supports in the resolution of disputes between the public and the EIB Group. Support in the complaints treatment is proposed from the reception and registration of the claim until its final resolution and relevant communication.