Central complaints office

(1) Without prejudice to the requirements of Article 53 of Regulation (EU) 2022/2065, the Digital Services Coordinator is, throughout the entire duration of the complaints procedure concerning an infringement of Regulation (EU) 2022/2065, the point of contact for the complainant (central complaints office). The Digital Services Coordinator is also, throughout the entire duration of the complaints procedure, the central complaints office in the case of a referral to an authority competent under section 12(2) and (3), unless the complainant designates that authority as point of contact. Without prejudice to the information duties regarding personal data under Regulation (EU) 2016/679, the complainant must, without delay after the responsibility of an authority competent under section 12(2) and (3) has been established for a complaint, be informed of the following: 1. the function of the central complaints office as point of contact for the complainant, even where another authority under section 12(2) and (3) is responsible for the specific complaint, 2. the forwarding and exchange of their complaint and the ensuing communication, 3. the procedure for forwarding and exchange between the central complaints office and the authorities competent under section 12(2) and (3), 4. the possibility of designating the authority competent under section 12(2) and (3) as point of contact.
(2) To perform its tasks as central complaints office, the Digital Services Coordinator has the right, on the complainant's enquiry, to be appropriately informed at any time by the authority competent under section 12(2) and (3) about the status of the complaint.
(3) To perform its tasks as central complaints office, the Digital Services Coordinator shall set up a complaints management system that is easily accessible and user-friendly and enables the submission of sufficiently precise and adequately substantiated complaints.