The Cross-Border Complaint System: Step by Step


If you have a complaint about the content of an advertisement you should contact your national self-regulatory organisation for contact details.

EASA's cross-border complaints system has been in operation since 1992and was set up in response to the forthcoming Single Market and the need to 
To address problems arising from advertising circulating in one EU Member State but carried in media originating in another. The EASA co-ordinates and assists its members to resolve cross-border complaints, with the aim of consumer redress. 

For further information on the history of the cross-border complaints system and the system in general go here. For the latest cross-border complaints reports go here and for the latest cross-border complaints statistics go here.

The diagram below summarises the steps followed by EASA Members to resolve complaints. Click on each section for more information.


EASA Cross-Border Complaints Procedure
Complaint by consumer or competitor  
Cross-Border Complaints Information exchange
Complaints recorded
Media Originating Help of another SRO
INFORM EASA
Appropriate SRO
Handle under normal procedure  
pRELIMINARY EXAMINATION
 
complaint investigation
Evidence of deliberately unethical, dishonest or criminal activity.
 
Decision
Transfer to appropriate Statutory Regulator Easa issues Ad-Alert
Case published in Alliance Update