
Procedure
Step 1: Internal Dispute Resolution
In a first step, complainants are required to submit their complaints to the respective seal holder. The contact details of all seal holders are available on the EuroPriSe website at www.europeanprivacy-seal.eu/EPS-en/Awarded-seals/. EuroPriSe will only start its own investigations if the complainant already presented the complaint to the seal holder and if the complaint could not be resolved between complainant and seal holder (notwithstanding the exception outlined in the following paragraph).
The internal dispute resolution procedure is dispensable if it is obvious to EuroPriSe that
(a) the internal dispute resolution procedure will not be successful (i.e., the complaint will not be resolved by seal holder and complainant) and/or
(b) it would be unacceptable for the complainant to run through the internal dispute resolution first (e. g., in cases of ongoing serious violations of the complainant’s right for privacy).
The complainant must show probable cause that the requirements for a dispense with the internal dispute resolution are in place.
Step 2: External Dispute Resolution
If the internal dispute resolution fails or if it is dispensable, then the complainant may present the complaint to EuroPriSe GmbH. Complainants may communicate all relevant facts by means of a dedicated complaint form. A hyperlink to this form is provided below.
After receipt of a complaint, EuroPriSe will contact the complainant and inform him or her whether the complaint is in scope of EuroPriSe dispute resolution and whether additional information on the complaint is needed. If the complaint is eligible, EuroPriSe will ask the seal holder to investigate the matter and to respond to the complaint next.
EuroPriSe will then investigate and evaluate the facts based on the received complaint. Hereby, both the facts that have been provided by the complainant and the ones that have been provided by the seal holder will be taken into account. Where required, EuroPriSe will contact the complainant and/or the seal holder for additional information on the subject matter of the complaint.
After receipt of a statement by one party, the other party will be informed hereof and be given the opportunity to make representations.
EuroPriSe may also consult the EuroPriSe experts who were involved in the certification project concerning the product, service or website at hand.