Article 21 › 4

Certified out-of-court dispute settlement bodies shall report to the Digital Services Coordinator that certified them, on an annual basis, on their functioning, specifying at least the number of disputes they received, the information about the outcomes of those disputes, the average time taken to resolve them and any shortcomings or difficulties encountered. They shall provide additional information at the request of that Digital Services Coordinator. Digital Services Coordinators shall, every two years, draw up a report on the functioning of the out-of-court dispute settlement bodies that they certified. That report shall in particular: (a) list the number of disputes that each certified out-of-court dispute settlement body has received annually; (b) indicate the outcomes of the procedures brought before those bodies and the average time taken to resolve the disputes; (c) identify and explain any systematic or sectoral shortcomings or difficulties encountered in relation to the functioning of those bodies; (d) identify best practices concerning that functioning; (e) make recommendations as to how to improve that functioning, where appropriate. Certified out-of-court dispute settlement bodies shall make their decisions available to the parties within a reasonable period of time and no later than 90 calendar days after the receipt of the complaint. In the case of highly complex disputes, the certified out-of-court dispute settlement body may, at its own discretion, extend the 90 calendar day period for an additional period that shall not exceed 90 days, resulting in a maximum total duration of 180 days.

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Source: EUR-Lex CELLAR · retrieved 2026-08-26