P2B Regulation: AGCOM’s best practices on the internal complaints management system requirement

On 20 March 2024, AGCOM published the best practices for implementing the internal complaint handling system required by EU Regulation 1150/2019 ("P2B Regulation"), to which online intermediary service providers (other than SMEs) are obliged. This follows the first set which was published on 10 January 2024.

The internal complaint handling system must be based on the principles of transparency and equal treatment, as well as being free of charge, easily accessible and ensuring that complaints are handled within a reasonable timeframe in a manner proportionate to their importance and complexity.

To this end, AGCOM, have provided a list of guidelines to best meet the needs encountered in practice by business users. 

Our experts wrote an alert in which they analyse the best practices. 

Click here to read the alert