Article 12
Points of contact for recipients of the service
Evaluation Scenarios (2 total)
Paragraph 1
Providers of intermediary services shall designate a single point of contact to enable recipients of the service to communicate directly and rapidly with them, by electronic means and in a user-friendly manner, including by allowing recipients of the service to choose the means of communication, which shall not solely rely on automated tools.
Obligations (1)
Evaluation Scenarios (1)
dsa-12-1-recipient-contact-designated-v1
Given
Starting from the platform's public home page
When
- Searching for the public-facing user support or contact page
Then
- It is easy to find a page element describing a designated point of contact for service recipients (users)
- Finding this detail should require no more than 3 clicks
- There is no ambiguity about this being a single point of contact for user inquiries, support, and complaints
- The contact mechanism is user-friendly and allows users to choose from multiple means of communication (e.g. email, contact form, chat, phone)
- At least one contact method must not solely rely on automated tools - human interaction should be available
Platform Types
Paragraph 2
In addition to the obligations provided under Directive 2000/31/EC, providers of intermediary services shall make public the information necessary for the recipients of the service in order to easily identify and communicate with their single points of contact. That information shall be easily accessible, and shall be kept up to date.
Obligations (1)
Evaluation Scenarios (1)
dsa-12-2-recipient-contact-info-public-v1
Given
Starting from the platform's public home page
When
- Accessing the public-facing user support or contact page
Then
- The page element describing a designated point of contact for service recipients includes accessible information about electronic means of reaching out to them
- There can be one or more electronic contact methods (e.g. email, contact form, integrated chat widget, external messenger app, or phone) to reach out to this single point of contact. At least one of these methods must be fully accessible to all users without any additional tooling beyond a basic browser and email access.
- The contact information/widgets must be working well (no broken links or errors) and be up-to-date