Quality of information on assistance and problem-solving services

1.   The Member States and the Commission shall, for the purposes of complying with Article 4, ensure that, before submitting a request for a service as referred to in point (c) of Article 2(2), users have access to a clear and user-friendly explanation of the following:
(a)
the type, purpose and expected results of the service offered;
(b)
the contact details of the entities responsible for the service such as a phone number, an email address, an online enquiry form or any other commonly used means of electronic communication that is most suitable for the type of service offered and for the target audience of that service;
(c)
where relevant, the applicable fees and the online methods of payment;
(d)
any applicable deadlines to be respected and where none exist, an average, or estimated time required to deliver the service;
(e)
any additional languages in which the request can be submitted and which can be used in subsequent contacts.
2.   Member States shall make the explanation referred to in paragraph 1 of this Article accessible in an official language of the Union that is broadly understood by the largest possible number of cross-border users, in accordance with Article 12.