It is therefore important to define clear and efficient procedures for handling complaints lodged with the Commission.

That amendment sought in particular to render more effective the handling of complaints by the Commission and to introduce powers for the Commission to request information directly from market participants and to conduct investigations into sectors of the economy and into aid instruments.

19. Considers that the Code of Good Administrative Behaviour proposed by the Ombudsman and approved by Parliament in its resolution of 6 September 2001 serves as a guide and resource for the staff of all Community institutions and bodies; welcomes the fact that the Code of Good Behaviour has been approved by the European Economic and Social Committee; welcomes the fact, also, that a Memorandum of Understanding has been concluded ...[+++]with the European Investment Bank concerning the handling of complaints; calls on the Ombudsman to consider revising the Code of Good Behaviour on the basis of the experience gained in the past 10 years and in that way to promote and exchange good practices;

19. Considers that the Code of Good Administrative Behaviour proposed by the Ombudsman and approved by Parliament in its resolution of 6 September 2001 serves as a guide and resource for the staff of all Community institutions and bodies; welcomes the fact that the Code of Good Behaviour has been approved by the European Economic and Social Committee; welcomes the fact, also, that a Memorandum of Understanding has been concluded ...[+++]with the European Investment Bank concerning the handling of complaints; calls on the Ombudsman to consider revising the Code of Good Behaviour on the basis of the experience gained in the past 10 years and in that way to promote and exchange good practices;

19. Considers that the Code of Good Administrative Behaviour proposed by the Ombudsman and approved by Parliament in its resolution of 6 September 2001 serves as a guide and resource for the staff of all Community institutions and bodies; welcomes the fact that the Code of Good Behaviour has been approved by the European Economic and Social Committee; welcomes the fact, also, that a Memorandum of Understanding has been concluded ...[+++]with the European Investment Bank concerning the handling of complaints; calls on the Ombudsman to consider revising the Code of Good Behaviour on the basis of the experience gained in the past 10 years and in that way to promote and exchange good practices;

These should address the issues of basic rules (i) on the nature of the information to be made available to users, its timing and the form in which it is communicated, (ii) for the businesses providing the on-line services concerned and for users and suppliers of content, (iii) on the conditions under which, wherever possible, additional tools or services are supplied to users to facilitate parental control, (iv) on the handling of complaints, encouraging operators to provide the management tools and structures needed so that complaints can be sent and received without diffic ...[+++]ulty and introducing procedures for dealing with complaints and (v) on cooperation procedures between operators and the competent public authorities.