sec_3_2_2_2__para__6

This interpretation remains relevant also after the amendments introduced by Directive (EU) 2019/2161. Whilst the trader must inform the consumer, before the conclusion of the contract, about the means of communication listed and complying with the criteria set out in Article 6(1)(c), the trader is not prevented from making available also alternative means of communication. These can be, for example, automated voice assistants or means of online written communication (chatbots) that do not have the features specified in Article 6(1)(c). The general rules of the UCPD will apply to such additional means. In particular, traders should clearly and timely inform consumers whether these alternative means allow consumers to keep track of the written correspondence, including of the date and time.

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Source: EUR-Lex (Cellar) · retrieved 2026-09-25 · Text as adopted (Official Journal); later amendments are not incorporated in this text.