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Investigate complaints You must investigate all complaints received from a consumer or information about an accident concerning the safety of a product. If it appears justified, you should take a corrective measure. If the consumer has reported an accident concerning the safety of a product, you must report it to the authorities using the Safety Business Gateway. You must keep an internal register of: You should only store in this internal register of complaints the personal data that you need in order to investigate the complaint. Such data should only be kept for as long as they are necessary for the purposes of the investigation. In any case, you should delete personal data (e.g., the name and address of the consumer) from the register five years after the data have been entered into it. consumer complaints and information on accidents; product recalls; and any corrective measures taken to bring the product into conformity.

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Source: EUR-Lex (Cellar) · retrieved 2026-09-07 · Text as adopted (Official Journal); later amendments are not incorporated in this text.