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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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