Chapter IX, compliance of services
Article 23: Compliance of services
Member states must run procedures to check service compliance, follow up complaints and verify corrective action, and must tell the public which authority does it.
- Citation
- Article 23, CELEX 32019L0882 (Directive)
- Binds
- Member States and the authorities they designate for service compliance.
- In the instrument
- Chapter IX, compliance of services
- Applies from
- 28 June 2025 for products placed and services provided from that date (Article 31(2)). The Article 4(8) 112 duty may be deferred to 28 June 2027 where a member state uses Article 31(3).
- Source
- EUR-Lex, CELEX 32019L0882
What it requires
Paragraph 1 requires adequate procedures, established, implemented and periodically updated, to do three things: check that services meet the requirements, including the Article 14 assessment using the Article 19(2) approach; follow up complaints or reports about non-compliance; and verify that the operator has taken the necessary corrective action.
Paragraph 2 requires member states to designate the authorities responsible for those procedures for services, and to inform the public about their existence, responsibilities, identity, work and decisions. That information must be made available in accessible formats on request.
The article creates the service-side mirror of product market surveillance. For a provider, it means a complaint can become an authority file, and the authority's information about its own decisions is public.
In practice
Map the service complaint route to the authority route. A complaint that alleges an accessibility failure should create a record with the service, the date, the barrier described, the response and the fix. If the authority later asks whether corrective action was taken, that record is the answer, and a closed ticket without the detail is not.
What to do
- Treat a service complaint as a possible trigger for an authority review.
- Keep the corrective-action evidence that an authority would verify.
- Know which authority in each member state handles service compliance.
Evidence to keep
- The complaint log with the response and remedy.
- The corrective-action evidence pack.
- The authority contact list per member state.
Dates
- 2025-06-28Service compliance procedures operate from this date. (Article 31(2))
Cross-references
Where teams get this wrong
A provider that handles a complaint privately and closes it without a record has nothing to show when the authority follows up. The record is the defence.
Read from the Official Journal text of Directive (EU) 2019/882, OJ L 151/70, 7 June 2019, Article 23. Check it yourself: https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:32019L0882. This page states the provision in our own words and is not legal advice; it does not certify any product or service.