Quality requirements related to assistance and problem-solving services

The competent authorities and the Commission shall, within their respective competences, ensure that the assistance and problem-solving services listed in Annex III and those that have been included in the gateway in accordance with Article 7(2), (3) and (4) comply with the following quality requirements:
(a)
they are provided within a reasonable timeframe taking into account the complexity of the request;
(b)
when deadlines are extended, users are informed in advance of the reasons thereof and of the new deadline given;
(c)
where the provision of a service requires a payment, users are able to pay any fees online through widely available cross-border payment services without discrimination based on the place of establishment of the payment service provider, the place of issue of the payment instrument or the location of the payment account within the Union.