Italy: Implemented AGCOM guidelines on internal complaint management system in accordance with Platform to Business Regulation and Digital Service Act

On 20 March 2024, the Italian Communications Regulatory Authority (AGCOM) issued guidelines on the internal complaint management system for online intermediation services in accordance with the provisions of the Platform to Business Regulation (P2B Regulation) and the Digital Service Act (DSA). The AGCOM issued the guidelines with the aim of ensuring better usability and protection of the rights of commercial users. The guidelines include information regarding the obligation to provide easy and immediate access to the internal complaints management system, clear communication of the operation of the complaints management system, and specific and complete communication of the outcome of the complaint in simple and understandable language (in Italian). The guidelines are intended to provide an adequate protection tool for the management of complaints from commercial users in relation to specific events or decisions adopted by the supplier.