Purpose This paper starts by presenting a theoretical framework based on the evolution of this problem through the EU treaties and a literature review. The focus is then turned to the role of some European institutions, namely, the European Parliament, through the Committee on Petitions, and the European Ombudsman for their close relationship: the information and communications technology (ICT)channels that introduced new mechanisms of communication and information; and what level of use this system of dialogue assures citizens’ rights to petition and to complain. Design/methodology/approach The first decades of the history of the European Union did not consider the link with citizens as a central priority in the evolution of the European integration process. The idea of Europe, built step by step, was much more dependent on the states’ political elites and bureaucratic European institutions. The democratic deficit, however, changed the perspectives of the different actors involved in the institutional framework. New initiatives were introduced alongside treaties to make the integration process more transparent and closer to European citizens. Findings Those results can be confirmed through the statistics and reports presented annually by those institutions. Originality/value Due to innovation in the use of ICT, transparency and dialogue with citizens became much more effective.