Picto thématique

Rule n° 107 - The website provides at least one means of contacting the person in charge of complaints.

Litigation is always possible, as is a complaint. So plan for this eventuality, without exaggerating its importance.

#Identification and contact #Conception #Editoral


  • Allow users to reach out to, or to send their complaints directly to the right person.
  • Reassure users that they can easily interact with the complaint department, in the event of a problem.


Indicate on the home page, the legal notices page, the about page, help page or the terms and conditions page, a means of contacting the person responsible for complaints (email, telephone, fax etc.).


On at least one of the following pages: the home page, the legal notices page, the about page, help page, the terms and conditions page or the terms of service page:

  • Check that there is information on how to contact the person responsible for claims (email, telephone, fax, etc.).

The means of contact is not evaluated here, only its presence is checked.

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Business application and benefits

The rules should be applied to your projects from the design phase through to post-implementation , and they should be understood by all professionals with web and customer experience (CX) responsibilities: from strategy to operations, marketers to project managers, and editorial to technical staff. The benefits of using this ruleset are numerous, including improving customer satisfaction, web performance, and e-commerce, and expanding your client base, while also decreasing your errors and costs.

Multidisciplinary verticles - accessiiblity, SEO, e-commerce, ecodesign etc..- starting from the foundational Opquast base.

The objective of these rules and the Opquast community mission is ‘making the web better’ for your customers and for everyone! Opquast rules cover the key major areas of risk that can negatively affect website users such as privacy, ecodesign, accessibility and security.

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