Do you have a complaint?
If you are aware of a product/service on the market that does not comply with the EU Ecolabel criteria, please fill in the “Non-compliance with EU Ecolabel criteria complaint form” and send the form to the EU Ecolabel Helpdesk at ecolabel@biois.com, or by mail to:
Ecolabel Helpdesk
c/o BIO Intelligence Service S.A.S.
20-22 Villa Deshayes;
75014 Paris - FRANCE
The Helpdesk may contact you to obtain additional information. Your complaint will be then sent to the European Commission for evaluation and checks to see whether the evidence provided in support of your complaint is sufficient to start an investigation. The European Commission is under no obligation to consider a complaint if it is judged to be irrelevant or unsubstantiated. If the complaint is judged to be insufficiently supported by evidence, a rejection letter (including the reasons for rejection) is sent to the complainant. A decision not to consider a complaint shall not be open to appeal.
If the complaint is judged to be pertinent, the European Commission liaises with the Competent Body responsible for issuing the licence in question and sets a plan of action in order to investigate the complaint.
The Competent Body informs the licence holder of the complaint concerning the product/service under investigation, not disclosing the identity of the complainant. The Competent Body then undertakes a thorough investigation in order to check whether the product/service meets the EU Ecolabel criteria for the product group in question.
If the product/service is compliant, the Competent Body informs the European Commission and the licence holder.
If the product/service is not compliant, the Competent Body informs the licence holder of suspension of the licence for the specific product/service. The licence holder is given a three-month period to prove product/service compliance with the Ecolabel criteria. During this period, the use of the logo is not permitted. In case the compliance cannot be proven, the competent body shall withdraw the licence. The Competent Body informs the European Commission of the non-compliance.
The Helpdesk will notify the plaintiff in writing, providing the findings of the investigation into the complaint within approximately six weeks upon a receipt of the complaint. This period can be longer or shorter, depending on the complexity of the issue in question.
Once the complaint has been closed, the description of the way in which the complaint has been dealt with will be included in the complaints register.
