### organic feed materials of plant or animal origin ; plant material shall not exceed 60% of total ingredients . ### organic feed materials of plant or animal origin ; the feed ration may comprise a maximum of 60 % organic plant products .


### at least five percent of the perimeter area shall have natural vegetation . ### at least fifteen percent of the perimeter area shall have natural vegetation .


### production system maximum stocking density production system maximum stocking density ### ongrowing farm systems must be fed from open systems . the flow rate must ensure a minimum of 60 % oxygen saturation for stock and must ensure their comfort and the elimination of production effluent . salmonid species not listed below 15 kg / m3 salmon 20 kg / m3 brown trout and rainbow trout 25 kg / m3 arctic charr 20 kg / m3 ongrowing farm systems must be fed from open systems . the flow rate must ensure a minimum of 60 % oxygen saturation for stock and must ensure their comfort and the elimination of production effluent . salmonid species not listed below 15 kg / m3 salmon 15 kg / m3 brown trout and rainbow trout 15 kg / m3 arctic charr 15 kg / m3


### production system maximum stocking density production system maximum stocking density ### in open water containment systems with minimum sea current speed to provide optimum fish welfare or in open systems on land . for fish other than turbot : 15 kg / m3 for turbot : 25 kg / m² in open water containment systems with minimum sea current speed to provide optimum fish welfare or in open systems on land . for fish other than turbot : 10 kg / m3 for turbot : 20 kg / m²


### production system maximum stocking density production system maximum stocking density ### water flow in each rearing unit shall be sufficient to ensure animal welfare effluent water to be of equivalent quality to incoming water 30 kg / m3 water flow in each rearing unit shall be sufficient to ensure animal welfare effluent water to be of equivalent quality to incoming water 20 kg / m3


### production system maximum stocking density production system maximum stocking density ### ponds and net cages pangasius : 10 kg / m3 oreochromis : 20 kg / m3 ponds and net cages pangasius : 10 kg / m3 oreochromis : 15 kg / m3


### for prolonging natural day - length it shall not exceed a maximum that respects the ethological needs , geographical conditions and general health of produced animals , this maximum shall not exceed 16 hours per day , except for reproductive purposes ; ### for prolonging natural day - length it shall not exceed a maximum that respects the ethological needs , geographical conditions and general health of produced animals ; this maximum shall not exceed 12 hours per day , except for reproductive purposes ;


### records shall be kept of how , where and when wild seed was collected to allow traceability back to the collection area . ### records shall be kept of how , where and when wild seed was collected to allow traceability back to the collection area and only after the authorisation has been granted by the competent authority .


### preparations and substances referred to in point 2 . 2 . 2 . shall not be calculated as agricultural ingredients ; ### preparations and substances referred to in point 2 . 2 . 2 . , , and shall not be calculated as agricultural ingredients ;


### 1 . in addition to the general production rules laid down in articles 7 , 8 , 9 and 14 , the rules laid down in this part shall apply to the organic production of the products of the wine sector as referred to in point of article 1 of regulation no 1308 / 2013 . ### 1 . in addition to the general production rules laid down in articles 7 , 8 , 9 , 13a and 14 , the rules laid down in this part shall apply to the organic production of the products of the wine sector as referred to in point of article 1 of regulation no 1308 / 2013 .


### in addition to the general production rules laid down in articles 7 , 9 and 15 , the rules laid down in this part shall apply to organic yeast used as food or feed . ### in addition to the general production rules laid down in articles 7 , 9 , 13 , 13a and 15 , the rules laid down in this part shall apply to organic yeast used as food or feed .


### name and address of operator : main activity : products groups / activity : – plant and plant products : – livestock and livestock products : – processed products : validity period : plant products from . . . to . . . livestock products from . . . to . . . processed products from . . . to . . . ### name , address and code number of control body / authority : defined as : organic production , in - conversion products ; and also non - organic production where parallel production / processing pursuant to article 7 of regulation no xxx / xxxx occurs date of control :


### article 1 is replaced by the following : ‘ 3 . where such provision already applies in their national legislation , member states may continue to exclude domestic servants employed by a natural person from the scope of this directive . ’ ### article 1 is deleted .


### in the event of delay , passengers should be provided with continued or re - routed transport options under comparable transport conditions . the needs of persons with disabilities and persons with reduced mobility should be taken into account in such an event . ### in the event of delay , passengers should be provided with continued or re - routed transport options under comparable transport conditions . the needs of persons with disabilities and persons with reduced mobility should in particular be taken into account in such an event .


### in cooperation with infrastructure managers and railway undertakings , station managers should prepare contingency plans to minimise the impact of major disruptions by providing stranded passengers with adequate information and care . ### in cooperation with infrastructure managers and railway undertakings , station managers should prepare and make publicly available contingency plans to minimise the impact of major disruptions by providing stranded passengers with adequate information and care .


### this regulation should not restrict the rights of railway undertakings to seek compensation from any person , including third parties , in accordance with applicable national law . ### this regulation should not restrict the rights of railway undertakings to seek compensation where applicable from any person , including third parties , for meeting its obligations under the provisions of this regulation to passengers .


### to maintain a high level of consumer protection in rail transport , member states should be required to designate national enforcement bodies to monitor closely and enforce this regulation at national level . those bodies should be able to take a variety of enforcement measures . passengers should be able to complain to those bodies about alleged infringements of the regulation . to ensure the satisfactory handling of such complaints , the bodies should also cooperate with each other . ### to maintain a high level of consumer protection in rail transport , member states should be required to designate national enforcement bodies to monitor closely and enforce this regulation at national level . those bodies should be able to take a variety of enforcement measures , and to provide the option for passengers of binding alternative dispute resolution , in line with directive 2013 / 11 / eu1b . passengers should be able to complain to those bodies about alleged infringements of the regulation , and to use online dispute resolution established under regulation 524 / 2013 / eu1c where agreed . it should also be provided that complaints may be made by organisations representing groups of passengers . to ensure the satisfactory handling of such complaints , the bodies should also cooperate with each other and the regulation should continue to be listed in the annex to the revised consumer protection cooperation regulation 2017 / 2394 / eu 1d . enforcement bodies shall each year publish reports on their websites detailing the number and type of complaints that they have received , detailing the outcome of their enforcement actions . in addition , these reports shall be made available on the website of the european union agency for railways . __________________ 1b 1b directive 2013 / 11 / eu of the european parliament and of the council of 21 may 2013 on alternative dispute resolution for consumer disputes and amending regulation no 2006 / 2004 and directive 2009 / 22 / ec . 1c 1c regulation 524 / 2013 / eu of the european parliament and of the council of 21 may 2013 on online dispute resolution for consumer disputes and amending regulation no 2006 / 2004 and directive 2009 / 22 / ec . 1d 1d regulation 2017 / 2394 / eu of the european parliament and of the council of 12 december 2017 on cooperation between national authorities responsible for the enforcement of consumer protection laws and repealing regulation no 2006 / 2004 .


### member states should lay down penalties applicable to infringements of this regulation and ensure that these penalties are applied . the penalties , which might include the payment of compensation to the person in question , should be effective , proportionate and dissuasive . ### member states should lay down penalties applicable to infringements of this regulation and ensure that these penalties are applied . the penalties , which might include the payment of compensation to the person in question , should be effective , proportionate and dissuasive and should include , but not be limited to , a minimum fine or a percentage of the relevant undertaking’s or organisation’s annual turnover , whichever is the higher .


### 1subject matter ### subject matter and objectives


### this regulation establishes rules applicable to rail transport as regards the following : ### this regulation establishes rules applicable to rail transport to provide for effective protection of passengers and encourage rail travel as regards the following :


### passengers’ rights in the event of cancellation or delay ; ### passengers’ rights and compensation in the event of disruption , such as cancellation or delay ;


### ‘ through - ticket’ means a ticket or tickets representing a single transport contract for successive railway services operated by one or more railway undertakings ; ### ‘ through - ticket’ means a ticket or tickets for successive railway services operated by one or more railway undertakings , forming part of an end - to - end journey ;


### ‘ journey’ means the carriage of a passenger between a station of departure and a station of arrival under a single transport contract ; ### ‘ journey’ means the carriage of a passenger between a station of departure and a station of arrival ;


### ‘ person with disabilities ’ and ‘ person with reduced mobility’ means any person who has a permanent or temporary physical , mental , intellectual or sensory impairment which , in interaction with various barriers , may hinder their full and effective use of transport on an equal basis with other passengers or whose mobility when using transport is reduced due to age ; ### ‘ person with disabilities’ and ‘ person with reduced mobility’ means any person who has a permanent or temporary physical , mental , intellectual or sensory impairment which , in interaction with various barriers , may hinder their full and effective use of transport on an equal basis with other passengers or whose mobility when using transport is reduced ;


### without prejudice to social tariffs , railway undertakings or ticket vendors shall offer contract conditions and tariffs to the general public without direct or indirect discrimination on the basis of the final customer’s nationality or residence , or the place of establishment of the railway undertaking or ticket vendor within the union . ### without prejudice to social tariffs , railway undertakings , tour operators or ticket vendors shall offer contract conditions and tariffs to the general public without direct or indirect discrimination on the basis of the final customer’s nationality or residence , or the place of establishment of the railway undertaking , tour operators or ticket vendor within the union .


### railway undertakings may offer contract conditions more favourable for the passenger than the conditions laid down in this regulation . ### railway undertakings , tour operators or ticket vendors may offer contract conditions more favourable for the passenger than the conditions laid down in this regulation .


### obligation to provide information concerning discontinuation of services ### obligation to provide information and consultation concerning discontinuation or substantial reduction of services


### railway undertakings or , where appropriate , competent authorities responsible for a public service railway contract shall make public by appropriate means , including in accessible formats for persons with disabilities in accordance with accessibility requirements laid down in directive xxx31 , and before their implementation , decisions to discontinue services either permanently or temporarily . __________________ 31 directive xxx on the approximation of the laws , regulations and administrative provisions of the member states as regards the accessibility requirements for products and services . ### railway undertakings or , where appropriate , competent authorities responsible for a public service railway contract shall make public by appropriate means , and without delay including in accessible formats for persons with disabilities in accordance with accessibility requirements laid down in directive xxx31 , and in good time before implementation , proposals to discontinue or substantially reduce services either permanently or temporarily , and shall ensure that those proposals are subject to meaningful and proper consultation before any implementation takes place . __________________ 31 directive xxx on the approximation of the laws , regulations and administrative provisions of the member states as regards the accessibility requirements for products and services .


### railway undertakings and ticket vendors offering transport contracts on behalf of one or more railway undertakings shall provide the passenger , upon request , with at least the information set out in annex ii , part i in relation to the journeys for which a transport contract is offered by the railway undertaking concerned . ticket vendors offering transport contracts on their own account , and tour operators , shall provide this information where available . ### railway undertakings , tour operators and ticket vendors offering transport contracts on their own behalf or on behalf of one or more railway undertakings shall provide the passenger with at least the information set out in annex ii , part i in relation to the journeys for which a transport contract is offered by the railway undertaking concerned .


### the information referred to in paragraphs 1 and 2 shall be provided in the most appropriate format including by using up - to - date communication technologies . particular attention shall be paid to ensuring that this information is accessible to persons with disabilities in accordance with the accessibility requirements laid down in directive xxx and regulation 454 / 2011 . ### the information referred to in paragraphs 1 and 2 shall be provided using easily - accessible , commonly used and real - time up - to - date communication technologies , including non - proprietary technologies . this information shall be accessible to persons with disabilities in accordance with the accessibility requirements laid down in directive xxx and regulation 454 / 2011 .


### railway undertakings and ticket vendors shall offer tickets and , where available , through - tickets and reservations . they shall make all possible efforts to offer through - tickets , including for journeys across borders and with more than one railway undertaking . ### railway undertakings , tour operators and ticket vendors shall offer tickets , through - tickets , reservations and combinations of tickets that provide the most optimal and cost - effective journey or combined journey , including cross - border , in an impartial and non - discriminatory manner . they shall make all possible efforts to offer through - tickets , including for journeys across borders or involving night trains and journeys with more than one railway undertaking .


### without prejudice to paragraphs 3 and 4 , railway undertakings and ticket vendors shall distribute tickets to passengers via at least one of the following points of sale : ### without prejudice to paragraphs 3 and 4 , railway undertakings , tour operators and ticket vendors shall distribute tickets to passengers for single and any combined or return journeys via at least one of the following points of sale :


### without prejudice to paragraphs 3 and 4 , railway undertakings and ticket vendors shall distribute tickets to passengers via at least one of the following points of sale : ### without prejudice to paragraphs 3 and 4 , railway undertakings and ticket vendors shall distribute tickets to passengers via at least two of the following points of sale :


### where there is no ticket office or ticketing machine in the station of departure , passengers shall be informed at the station : ### tickets shall be reprinted for passengers on the day of travel on request , either at the ticket office or through a ticketing machine . where there is no ticket office or ticketing machine in the station of departure , or when the ticket office or ticket machine is not fully accessible passengers shall be informed at the station :


### where there is no ticket office or ticketing machine in the station of departure , passengers shall be informed at the station : ### where there is no ticket office or fully - accessible ticketing machine in the station of departure , passengers shall be informed at the station :


### where there is no ticket office or accessible ticketing machine in the station of departure , persons with disabilities and persons with reduced mobility shall be permitted to buy tickets on board the train at no extra cost . ### tickets bought on board the train shall not cost more than the relevant standard fare for the journey concerned with any applicable discounts .


### where it is reasonably to be expected , either at departure or in the event of a missed connection in the course of a journey with a through - ticket , that arrival at the final destination under the transport contract will be subject to a delay of more than 60 minutes , the passenger shall immediately have the choice between one of the following : ### where it is reasonably to be expected , either at departure or in the event of a missed connection in the course of a journey , that arrival at the final destination will be subject to a delay of more than 45 minutes , the passenger shall immediately have the choice between one of the following :


### re - routing transport service providers shall pay particular attention to providing persons with disabilities and persons with reduced mobility with a comparable level of accessibility to the alternative service . ### re - routing transport service providers shall provide to persons with disabilities and persons with reduced mobility a comparable level of accessibility to the alternative service .


### without losing the right of transport , a passenger may request compensation for delays from the railway undertaking if he or she is facing a delay between the places of departure and destination stated in the transport contract for which the cost of the ticket has not been reimbursed in accordance with article 16 . the minimum compensations for delays shall be as follows : ### without losing the right of transport for the journey or combined journey a passenger shall be entitled to compensation for delays from the railway undertaking , tour operator or ticket vendor if he or she is facing a delay between the places of departure and destination for which the cost of the ticket has not been reimbursed in accordance with article 16 . the minimum compensations for delays shall be as follows :


### paragraph 1 also applies to passengers who hold a travel pass or season ticket . if they encounter recurrent delays or cancellations during the period of validity of the travel pass or season ticket , they may request adequate compensation in accordance with the railway undertaking’s compensation arrangements . these arrangements shall state the criteria for determining delay and for the calculation of the compensation . where delays of less than 60 minutes occur repeatedly during the period of validity of the travel pass or season ticket , the delays shall be counted cumulatively and passengers shall be compensated in accordance with the railway undertaking’s compensation arrangements . ### paragraph 1 also applies to passengers who hold a travel pass or season ticket . if they encounter recurrent delays or cancellations during the period of validity of the travel pass or season ticket , they shall be entitled to adequate compensation in accordance with the railway undertaking’s compensation arrangements . these arrangements shall state the criteria for determining delay and for the calculation of the compensation . where delays of between 15 and 45 minutes occur repeatedly during the period of validity of the travel pass or season ticket , the delays shall be counted cumulatively and passengers shall be compensated on that basis in accordance with the railway undertaking’s compensation arrangements .


### the compensation of the ticket price shall be paid within one month after the submission of the request for compensation . the compensation may be paid in vouchers and / or other services if the terms are flexible . the compensation shall be paid in money at the request of the passenger . ### the compensation of the ticket price shall be paid within one month after the submission of the request for compensation . the compensation may be paid in vouchers and / or other services if the terms are flexible . the compensation shall be paid in money within the same payment system as the ticket was bought at the request of the passenger . by no means shall the passenger be discouraged from requesting compensation .


### the passenger shall not have any right to compensation if he is informed of a delay before he buys a ticket , or if a delay due to continuation on a different service or re - routing remains below 60 minutes . ### the passenger shall not have any right to compensation if they are informed of a delay before buying a ticket , or if a delay due to continuation on a different service or re - routing remains below 45 minutes .


### in the case of a delay in arrival or departure , passengers shall be kept informed of the situation and of the estimated departure time and estimated arrival time by the railway undertaking or ticket vendor or by the station manager as soon as such information is available . ### in the case of a delay in arrival or departure , passengers shall be kept informed of the situation and of the estimated departure time and estimated arrival time by the railway undertaking , tour operator or ticket vendor or by the station manager as soon as such information is available .


### in addition to the obligations on railway undertakings pursuant to article 13a of directive 2012 / 34 / eu , the station manager of a railway station handling at least 10 000 passengers per day on average over a year shall ensure that the operations of the station , the railway undertakings and the infrastructure manager are coordinated through a proper contingency plan in order to prepare for the possibility of major disruption and long delays leading to a considerable number of passengers being stranded in the station . the plan shall ensure that stranded passengers are provided with adequate assistance and information , including in accessible formats in accordance with the accessibility requirements laid down in directive xxx . upon request , the station manager shall make the plan , and any amendments to it , available to the national enforcement body or to any other body designated by a member state . station managers of railway stations handling fewer than 10 000 passengers per day on average over a year shall make all reasonable efforts to coordinate station users and to assist and inform stranded passengers in such situations . ### in addition to the obligations on railway undertakings pursuant to article 13a of directive 2012 / 34 / eu , the station manager of a railway station handling at least 5 000 passengers per day on average over a year shall ensure that the operations of the station , the railway undertakings and the infrastructure manager are coordinated through a proper contingency plan in order to prepare for the possibility of major disruption and long delays leading to a considerable number of passengers being stranded in the station . the plan shall pay particular attention to the needs of persons with disabilities and persons with reduced mobility ; it shall ensure that stranded passengers are provided with adequate assistance and information , including in accessible formats in accordance with the accessibility requirements laid down in directive xxx . the plan shall also include requirements for the accessibility of alert and information systems . the station manager shall make the plan , and any amendments to it , publicly available . station managers of railway stations handling fewer than 5 000 passengers per day on average over a year shall make all reasonable efforts to coordinate station users and to assist and inform stranded passengers in such situations .


### railway undertakings and station managers shall , with the active involvement of representative organisations of persons with disabilities and persons with reduced mobility , establish , or shall have in place , non - discriminatory access rules for the transport of persons with disabilities and persons with reduced mobility including their personal assistants . the rules shall allow the passenger to be accompanied by an assistance dog in accordance with any relevant national rules . ### railway undertakings and station managers shall , with the active involvement of representative organizations of persons with disabilities and persons with reduced mobility , establish , or shall have in place , non - discriminatory rules for barrier - free and independent access for the transport of persons with disabilities and persons with reduced mobility including their personal assistants . the rules shall allow the passenger to be accompanied by a service animal or an accompanying person , both free of charge , in accordance with any relevant national rules ; they shall ensure that rail transport for persons with disabilities and persons with reduced mobility is immediate and spontaneous wherever possible .


### when a railway undertaking , ticket vendor or tour operator exercises the derogation provided for in article 20 , it shall upon request inform in writing the person with disabilities or person with reduced mobility concerned of its reasons for doing so within five working days of the refusal to make the reservation or to issue the ticket or the imposition of the condition of being accompanied . the railway undertaking , ticket vendor or tour operator shall make reasonable efforts to propose an alternative transport option to the person in question taking into account his or her accessibility needs . ### when a railway undertaking , ticket vendor or tour operator exercises the derogation provided for in article 20 , it shall upon request inform in writing the person with disabilities or person with reduced mobility concerned of its reasons for doing so within five working days of the refusal to make the reservation or to issue the ticket or the imposition of the condition of being accompanied . the railway undertaking , ticket vendor or tour operator shall propose an alternative transport option to the person in question taking into account his or her accessibility needs


### where railway undertakings and station managers cause loss of , or damage to , wheelchairs , other mobility equipment or assistive devices and assistant dogs used by persons with disabilities and persons with reduced mobility , they shall be liable for and compensate that loss or damage . ### where railway undertakings and station managers cause loss of , or damage to , wheelchairs , other mobility equipment or assistive devices and service animals used by persons with disabilities and persons with reduced mobility , they shall be liable for and compensate that loss or damage .


### ensure that all personnel , including those employed by any other performing party , providing direct assistance to persons with disabilities and persons with reduced mobility , know how to meet the needs of persons with disabilities and of persons with reduced mobility , including those with mental and intellectual impairments ; ### ensure that all staff , including those employed by any other performing party , receive disability - related training in order to know how to meet the needs of persons with disabilities and of persons with reduced mobility , including those with mental and intellectual impairments ;


### provide training to raise awareness of the needs of persons with disabilities among all personnel working at the station who deal directly with the travelling public ; ### provide training to raise awareness of the needs of persons with disabilities among all staff ;


### ensure that , upon recruitment , all new employees receive disability - related training and that personnel attend regular refresher training courses . ### ensure that , upon recruitment , all new staff receive disability - related training , attend regular refresher training courses , and that advanced level or more specialised disability - related training is also provided where necessary ;


### accept upon request the participation , in the training , of employees with disabilities , passengers with disabilities and with reduced mobility , and / or organisations representing them . ### encourage actively the participation , in the training , of staff with disabilities , as well as passengers with disabilities and with reduced mobility , and organisations representing them ;


### passengers may submit a complaint to any railway undertaking , ticket vendor , railway station or infrastructure manager involved . complaints shall be submitted within six months of the incident that is the subject of the complaint . within one month of receiving the complaint , the addressee shall either give a reasoned reply or , in justified cases , inform the passenger by what date within a period of less than three months from the date of receipt of the complaint a reply can be expected . railway undertakings , ticket vendors , station managers and infrastructure managers shall keep the incident data necessary to assess the complaint for two years and make them available to national enforcement bodies upon request . ### passengers may submit a complaint to any railway undertaking , ticket vendor , station manager or infrastructure manager involved . complaints shall be submitted within six months of the incident that is the subject of the complaint . within one month of submitting the complaint , the addressee shall either give a reasoned reply or , in justified cases , inform the passenger by what date within a period of less than three months from the date of receipt of the complaint a reply can be expected . railway undertakings , ticket vendors , station managers and infrastructure managers shall keep the incident data necessary to assess the complaint for two years and make them available to national enforcement bodies upon request .


### details of the complaint handling procedure shall be accessible to persons with disabilities and with reduced mobility . ### details of the complaint handling procedure shall be accessible to persons with disabilities and with reduced mobility . this information shall be made freely available in writing upon request in the domestic language of the railway undertaking .


### the national enforcement bodies shall publish statistics on their activity , including on sanctions applied , every year , at the latest at the end of april of the following calendar year . ### the national enforcement bodies shall each year publish reports with statistics on their websites detailing the number and type of complaints that they have received , detailing the outcome of their enforcement actions , including the sanctions that they have applied . this shall be done for each year by no later than the first day of april of the succeeding year . in addition , these reports shall be made available on the website of the european union agency for railways .


### the body shall acknowledge receipt of the complaint within two weeks of receiving it . the complaint - handling procedure shall take a maximum of three months . for complex cases , the body may , at its discretion , extend this period to six months . in such a case , it shall inform the passenger of the reasons for the extension and of the expected time needed to conclude the procedure . only cases that involve legal proceedings may take longer than six months . where the body is also an alternative dispute resolution body within the meaning of directive 2013 / 11 / eu , the time limits laid down in that directive shall prevail . ### the body shall acknowledge receipt of the complaint within two weeks of receiving it . the complaint - handling procedure shall take a maximum of three months . for complex cases , the body may , at its discretion , extend this period to six months . in such a case , it shall inform the passenger or organisation representing passengers of the reasons for the extension and of the expected time needed to conclude the procedure . only cases that involve legal proceedings may take longer than six months . where the body is also an alternative dispute resolution body within the meaning of directive 2013 / 11 / eu , the time limits laid down in that directive shall prevail and the use of online dispute resolution in accordance with regulation 524 / 2013 / eu2b may be made available with the agreement of all parties involved . __________________ 2b regulation 524 / 2013 / eu of the european parliament and of the council of 21 may 2013 on online dispute resolution for consumer disputes and amending regulation no 2006 / 2004 and directive2009 / 22 / ec .


### the body shall acknowledge receipt of the complaint within two weeks of receiving it . the complaint - handling procedure shall take a maximum of three months . for complex cases , the body may , at its discretion , extend this period to six months . in such a case , it shall inform the passenger of the reasons for the extension and of the expected time needed to conclude the procedure . only cases that involve legal proceedings may take longer than six months . where the body is also an alternative dispute resolution body within the meaning of directive 2013 / 11 / eu , the time limits laid down in that directive shall prevail . ### the body shall acknowledge receipt of the complaint within two weeks of receiving it . the complaint - handling procedure shall take a maximum of three months . only cases that involve legal proceedings may take longer than three months . where the body is also an alternative dispute resolution body within the meaning of directive 2013 / 11 / eu , the time limits laid down in that directive shall prevail .


### minimum information to be provided by railway undertakings and ticket vendors ### minimum information to be provided by railway undertakings , tour operators and ticket vendors


### - general conditions applicable to the contract ### - - general conditions applicable to the contract or contracts that form part of the journey or combined journey


### - time schedules and conditions for the fastest trip ### - - time schedules and conditions for the fastest trip and best connections


### - time schedules and conditions for the lowest fares ### - - time schedules and conditions for the lowest and all available fares


### - access conditions for bicycles ### - - access arrangements for bicycles


### - availability of seats in smoking and non - smoking , first and second class as well as couchettes and sleeping carriages ### - - availability of seats for all applicable fares in non - smoking , first and second class as well as couchettes and sleeping carriages


### - availability of on - board services ### - availability of on - board services , including wifi and toilets


### - on - board services ### - on - board services , including wifi


### - percentage of delays of less than 60 minutes ; ### - - percentage of delays of less than 45 minutes ;


### accessibility of station and station facilities . ### accessibility of station and station facilities , including step - free access , escalators , elevators and luggage ramps


### in complex cases such as cases involving multiple claims or a number of operators , cross - border travel or accidents on the territory of a member state other than that which granted the undertaking’s licence , in particular where it is unclear which national enforcement body is competent , or where it would facilitate or accelerate the resolution of the complaint , national enforcement bodies shall cooperate to identify a ‘ lead’ body , which shall serve as single point of contact for passengers . all national enforcement bodies involved shall cooperate to facilitate the resolution of the complaint . passengers shall be informed which body is acting as ‘ lead’ body . ### in complex cases such as cases involving multiple claims or a number of operators , cross - border travel or accidents on the territory of a member state other than that which granted the undertaking’s licence , in particular where it is unclear which national enforcement body is competent , or where it would facilitate or accelerate the resolution of the complaint , national enforcement bodies shall cooperate to identify a ‘ lead’ body , which shall serve as single point of contact for passengers . all national enforcement bodies involved shall cooperate to facilitate the resolution of the complaint . passengers shall be informed which body is acting as ‘ lead’ body . in addition , in all cases , national enforcement bodies shall in any event ensure compliance with regulation 2017 / 2394 / eu of the european parliament and of the council of 12 december 2017 on cooperation between national authorities responsible for the enforcement of consumer protection laws .


### in its resolution of 8 february 2018 , the european parliament called on the commission to conduct an assessment of the summer - time arrangements provided by directive 2000 / 84 / ec and , if necessary , to come up with a proposal for its revision . that resolution also confirmed that it is essential to maintain a harmonised approach to time arrangements throughout the union . ### against the background of several petitions and numerous initiatives from citizens , parliamentary questions and a public hearing on the matter , the european parliament , in its resolution of 8 february 2018 , the european parliament called on the commission to conduct an assessment of the summer - time arrangements provided by directive 2000 / 84 / ec and , if necessary , to come up with a proposal for its revision . that resolution also confirmed that it is essential to maintain a harmonised approach to time arrangements throughout the union .


### a lively public debate is taking place on summer - time arrangements and some member states have already expressed their preference to discontinue the application of such arrangements . in the light of these developments , it is necessary to continue safeguarding the proper functioning of the internal market and to avoid any significant disruptions thereto caused by divergences between member states in this area . therefore , it is appropriate to put an end in a coordinated way to summer - time arrangements . ### a public consultation on summer - time arrangements held by the commission in july - august 2018 received 4 . 6 million responses , which is the largest number ever received in any commission consultation , indicated that it is the citizens preference to stop bi - annual clock changes . also , some member states have already expressed their preference to discontinue the application of such arrangements . in the light of these developments , it is necessary to continue safeguarding the proper functioning of the internal market and to avoid any significant disruptions thereto caused by divergences between member states in this area . therefore , it is appropriate to put an end in a coordinated way to summer - time arrangements .


### without prejudice to article 1 , if a member state decides to change its standard time or times in any territory under its jurisdiction , it shall notify the commission at least 6 months before the change takes effect . where a member state has made such a notification and has not withdrawn it at least 6 months before the date of the envisaged change , the member state shall apply this change . ### without prejudice to article 1 , if a&#160 ; member state intends to change its standard time or times in any territory&#160 ; under its jurisdiction , it shall notify the commission and all other member states at&#160 ; latest on 27 march 2020 . where a member state has made such a&#160 ; notification and has not withdrawn it by 24 july 2020 , the member state&#160 ; shall apply this change .


### within 1 month of the notification , the commission shall inform the other member states thereof and publish that information in the official journal of the european union . ### not later than 10 april 2020 , the commission shall publish all notifications that it has received in the official journal of the european union .


### the commission shall report to the european parliament and to the council on the implementation of this directive by 31 december 2024 at the latest . ### the commission shall report to the european parliament and to the council on the implementation of this directive by 31 december 2025 at the latest . in this implementation report , a&#160 ; special emphasis shall be put on the effects on human health . &#160 ;


### since online intermediation services and online search engines typically have a global dimension , this regulation should apply to providers of those services regardless of whether they are established in a member state or outside the union , provided that two cumulative conditions are met . firstly , the business users or corporate website users should be established in the union . secondly , the business users or corporate website users should , through the provision of those services , offer their goods or services to consumers located in the union at least for part of the transaction . such consumers should be located in the union , but do not need to have their place of residence in the union nor have the nationality of any member state . accordingly , this regulation should not apply where the business users or corporate websites users are not established in the union or where they are established in the union but where they use online intermediation services or online search engines to offer goods or services exclusively to consumers located outside the union or to persons who are not consumers . ### since online intermediation services and online search engines typically have a global dimension , this regulation should apply to providers of those services regardless of whether they are established in a member state or outside the union , provided that two cumulative conditions are met . firstly , the business users or corporate website users should be established in the union . secondly , the business users or corporate website users should , through the provision of those services , offer their goods or services to consumers or businesses located in the union at least for part of the transaction . such consumers should be located in the union , but do not need to have their place of residence in the union nor have the nationality of any member state . accordingly , this regulation should not apply where the business users or corporate websites users are not established in the union or where they are established in the union but where they use online intermediation services or online search engines to offer goods or services exclusively to consumers located outside the union or to persons who are not consumers .


### to ensure that the general terms and conditions of a contractual relationship enable business users to determine the commercial conditions for the use , termination and suspension of online intermediation services , and to achieve predictability regarding their business relationship , those terms and conditions should be drafted in clear and unambiguous language which is easily understood by an average business user . terms and conditions should not be considered to have been drafted in clear and unambiguous language where they are vague , unspecific or lack detail on important commercial issues and thus fail to give business users a reasonable degree of predictability on the most important aspects of the contractual relationship . ### to ensure that the general terms and conditions of a contractual relationship enable business users to determine the commercial conditions for the use , termination and suspension of online intermediation services , and to achieve predictability regarding their business relationship , those terms and conditions should be drafted in clear and unambiguous language which is easily understood by an average business user . terms and conditions should not be considered to have been drafted in clear and unambiguous language where they are vague , unspecific or lack detail on important commercial issues or allow for disproportionate decision making power of the dominant side and thus fail to give business users a reasonable degree of predictability on the most important aspects of the contractual relationship .


### in order to protect business users it should be possible for a competent court to establish that non - compliant terms and conditions are not binding on the business user concerned , with effects ex nunc . any such finding by a court should however only concern the specific provisions of the terms and conditions which are not compliant . the remaining provisions should remain valid and enforceable , in as far as they can be severed from the non - compliant provisions . sudden modifications to existing terms and conditions may significantly disrupt business users’ operations . in order to limit such negative effects on business users , and to discourage such behaviour , modifications made in contravention of the obligation to provide a set notice period , should therefore be null and void , that is , deemed to have never existed with effects erga omnes and ex tunc . ### in order to protect business users it should be possible for a competent court to establish that non - compliant terms and conditions are not binding on the business user concerned , with effects ex nunc . any such finding by a court should however only concern the specific provisions of the terms and conditions which are not compliant . the remaining provisions should remain valid and enforceable , in as far as they can be severed from the non - compliant provisions . sudden modifications to existing terms and conditions may significantly disrupt business users’ operations . in order to limit such negative effects on business users and to discourage such behaviour , modifications made in contravention of the obligation to provide a set notice period , should therefore enter into force only after the legal notice period has been completed and those at fault will be liable for damages .


### the ranking of goods and services by the providers of online intermediation services has an important impact on consumer choice and , consequently , on the commercial success of the business users offering those goods and services to consumers . providers of online intermediation services should therefore outline the main parameters determining ranking beforehand , in order to improve predictability for business users , to allow them to better understand the functioning of the ranking mechanism and to enable them to compare the ranking practices of various providers . the notion of main parameter should be understood to refer to any general criteria , processes , specific signals incorporated into algorithms or other adjustment or demotion mechanisms used in connection with the ranking . the description of the main parameters determining ranking should also include an explanation of any possibility for business users to actively influence ranking against remuneration , as well as of the relative effects thereof . this description should provide business users with an adequate understanding of how the ranking mechanism takes account of the characteristics of the actual goods or services offered by the business user , and their relevance to the consumers of the specific online intermediation services . ### the ranking of goods and services by the providers of online intermediation services has an important impact on consumer choice and , consequently , on the commercial success of the business users offering those goods and services to consumers . providers of online intermediation services should therefore outline the parameters determining ranking beforehand , in order to improve predictability for business users , to allow them to better understand the functioning of the ranking mechanism and to enable them to compare the ranking practices of various providers . the notion of parameter should be understood to refer to any general criteria , processes , specific signals incorporated into algorithms or other adjustment or demotion mechanisms used in connection with the ranking . the description of the parameters determining ranking should also include an explanation of any possibility for business users to actively influence ranking against remuneration , as well as of the relative effects thereof . this description should provide business users with an adequate understanding of how the ranking mechanism takes account of the characteristics of the actual goods or services offered by the business user , and their benefit to the consumers of the specific online intermediation services . when displaying the results , the online intermediation service shall also disclose close to each ranking whether it has been influenced against direct or indirect remuneration , contractual or direct ownership relationship .


### where a provider of online intermediation services itself offers certain goods or services to consumers through its own online intermediation services , or does so through a business user which it controls , that provider may compete directly with other business users of its online intermediation services which are not controlled by the provider . in such situations , in particular , it is important that the provider of online intermediation services acts in a transparent manner and provides a description of any differentiated treatment , whether through legal , commercial or technical means , that it might give in respect of goods or services it offers itself compared to those offered by business users . to ensure proportionality , this obligation should apply at the level of the overall online intermediation services , rather than at the level of individual goods or services offered through those services . ### where a provider of online intermediation services itself offers certain goods or services to consumers through its own online intermediation services , or does so through a business user which it controls , that provider may compete directly with other business users of its online intermediation services which are not controlled by the provider . in such situations , in particular , it is important that the provider of online intermediation services acts in a proportionate and transparent manner and provides a description of any differentiated treatment , whether through legal , commercial or technical means , that it might give in respect of goods or services it offers itself compared to those offered by business users . when displaying the results , the online intermediation service shall also disclose close to each product or service to which it gave differentiated treatment , in a well recognisable manner whether it has been influenced against direct or indirect remuneration , contractual or direct ownership relationship .


### they are provided to business users on the basis of contractual relationships between , on the one hand , the provider of those services and , on the other hand , both those business users and the consumers to which those business users offer goods or services ; ### they are provided in general to business users on the basis of contractual relationships between , on the one hand , the provider of those services and , on the other hand , both those business users and the consumers to which those business users offer goods or services ;


### ‘ corporate website user’ means any natural or legal person which uses websites to offer goods or services to consumers for purposes relating to its trade , business , craft or profession ; ### ‘ corporate website user’ means any natural or legal person which uses websites or otherwise connected means to offer goods or services ;


### ‘ ranking’ means the relative prominence given to the goods or services offered to consumers by business users through online intermediation services , or to websites indexed for consumers by online search engines , as presented , organised or communicated to those consumers by the providers of online intermediation services or by providers of online search engines , respectively , irrespective of the technological means used for such presentation , organisation or communication ; ### ‘ ranking’ means the relative prominence given to the goods or services offered to consumers by business users through online intermediation services , or to websites indexed by online search engines , as presented , organised or communicated by the providers of online intermediation services or by providers of online search engines , respectively , irrespective of the technological means used for such presentation , organisation or communication ;


### paragraph 3 shall not apply where a provider of online intermediation services is subject to a legal obligation which requires it to modify its terms and conditions in a manner which does not allow it to respect the notice period referred to in the second subparagraph of paragraph 3 . ### the notice period set out in paragraph 3 shall not apply where a provider of online intermediation services is subject to a legal obligation which requires it to modify its terms and conditions in a manner which does not allow it to respect the notice period referred to in the second subparagraph of paragraph 3 .


### providers of online intermediation services shall set out in their terms and conditions the main parameters determining ranking and the reasons for the relative importance of those main parameters as opposed to other parameters . ### providers of online intermediation services shall set out in their terms and conditions the parameters determining ranking and the reasons for the relative importance of those parameters .


### the descriptions referred to in paragraphs 1 and 2 shall be sufficient to enable the business users or corporate website users to obtain an adequate understanding of whether , and if so how and to what extent , the ranking mechanism takes account of the following : ### the descriptions referred to in paragraphs 1 and 2 shall be sufficient to enable the public to obtain an adequate understanding of whether , and if so how and to what extent , the ranking mechanism takes account of the following :


### as regards online search engines , the design characteristics of the website used by corporate website users . ### as regards online search engines , the design characteristics of the website indexed .


### providers of online intermediation services and providers of online search engines shall , when complying with the requirements of this article , not be required to disclose any trade secrets as defined in article 2 of directive 2016 / 943 . ### this article shall be without prejudice to directive 2016 / 943 .


### providers of online intermediation services shall include in their terms and conditions a description of the technical and contractual access , or absence thereof , of business users to any personal data or other data , or both , which business users or consumers provide for the use of the online intermediation services concerned or which are generated through the provision of those services . ### providers of online intermediation services and online search engines shall include in their terms and conditions a description of the technical and contractual access , or absence thereof , of business users to any personal data or other data , or both , which business users , corporate website users or consumers provide for the use of the online intermediation services or online search engines concerned or which are generated through the provision of those services .


### whether the provider of online intermediation services has access to personal data or other data , or both , which business users or consumers provide for the use of those services or which are generated through the provision of those services , and if so , to which categories of such data and under what conditions ; ### whether the provider of online intermediation services or online search engines has access to personal data or other data , or both , which business users , corporate website users or consumers provide for the use of those services or which are generated through the provision of those services , and if so , to which categories of such data and under what conditions ;


### a uniform and targeted set of mandatory rules should therefore be established at union level to ensure a fair , predictable , sustainable and trusted online business environment within the internal market by ensuring , in particular , that the business users of online intermediation services are afforded appropriate transparency as well as effective redress possibilities throughout the union . those rules should also provide for appropriate transparency as regards the ranking of corporate website users in the search results generated by online search engines . at the same , those rules should be such as to safeguard the important innovation potential of the wider online platform economy . ### a uniform and targeted set of mandatory rules should therefore be established at union level to ensure a fair , predictable , sustainable and trusted online business environment within the internal market by ensuring , in particular , that the business users of online intermediation services are afforded appropriate transparency as well as effective redress possibilities throughout the union . those rules should also provide for appropriate incentives to promote fair and proportionate business behaviour and transparency , especially as regards the ranking of corporate website users in the search results generated by online search engines , including voice assistants . at the same , those rules should be such as to safeguard the important innovation potential of the wider online platform economy and allow for a healthy competition leading to increased consumer choice .


### ensuring transparency in the general terms and conditions can be essential to promoting sustainable business relationships and to preventing unfair behaviour to the detriment of business users . providers of online intermediation services should therefore also ensure that the terms and conditions are easily available at all stages of the contractual relationship , including to prospective business users at the pre - contractual phase , and that any modifications to those terms are notified to business users within a set notice period which is reasonable and proportionate in light of the specific circumstances and which is at least 15 days . that notice period should not apply where , and to the extent that , it is waived in an unambiguous manner by the business user concerned or where , and to the extent that , the need to implement the modification without respecting the notice period stems from a legal obligation incumbent on the service provider under union or national law . ### ensuring transparency in the general terms and conditions can be essential to promoting sustainable business relationships and to preventing unfair behaviour to the detriment of business users . providers of online intermediation services should therefore also ensure that the terms and conditions are easily available at all stages of the contractual relationship , including to prospective business users at the pre - contractual phase , and that any modifications to those terms are notified to business users within a set notice period which is reasonable and proportionate in light of the specific circumstances and which is at least 15 days . by exception and subject to clear provisions of terms and conditions , that notice period should not apply where , and to the extent that , it is waived in an unambiguous manner by the business user concerned or where , and to the extent that , the need to implement the modification without respecting the notice period stems from a legal obligation incumbent on the service provider under union or national law .


### a provider of online intermediation services can have legitimate reasons to decide to suspend or terminate the provision of its services , in whole or in part , to a given business user , including by delisting individual goods or services of a given business user or effectively removing search results . however , given that such decisions can significantly affect the interests of the business user concerned , they should be properly informed of the reasons thereof . the statement of reasons should allow business users to ascertain whether there is scope to challenge the decision , thereby improving the possibilities for business users to seek effective redress where necessary . in addition , requiring a statement of reasons should help to prevent or remedy any unintended removal of online content provided by business users which the provider incorrectly considers to be illegal content , in line with commission recommendation no 2018 / 33422 . the statement of reasons should identify the objective ground or grounds for the decision , based on the grounds that the provider had set out in advance in its terms and conditions , and refer in a proportionate manner to the relevant specific circumstances that led to that decision . _________________ 22 commission recommendation no 2018 / 334 of 1 march 2018 on measures to effectively tackle illegal content online . ### a provider of online intermediation services can have legitimate reasons to decide to suspend or terminate the provision of its services , in whole or in part , to a given business user , including by delisting individual goods or services of a given business user or effectively removing search results . however , given that such decisions can significantly affect the interests of the business user concerned , they should be properly informed of the reasons thereof . the statement of reasons should allow business users to ascertain whether there is scope to challenge the decision , thereby improving the possibilities for business users to seek effective redress where necessary . in addition , requiring a statement of reasons should help to prevent or remedy any unintended removal of online content provided by business users which the provider incorrectly considers to be illegal content , in line with commission recommendation no 2018 / 33422 . in some cases , the decision of the provider of an online intermediation service is based on notifications by third parties . these notifications can be abused by competitors . commission recommendation no 2018 / 334 requires such notifications to be sufficiently precise and adequately substantiated to enable the hosting provider to take an informed and diligent decision in respect of the content to which the notice relates . providers of online intermediation services should therefore be required to pass on the contents of the notification to the business user in cases where a decision to suspend or terminate the provision of its services following a notification from a third party , in order to allow the business user to easily refute obviously wrongful notices . the statement of reasons should identify the objective ground or grounds for the decision , based on the grounds that the provider had set out in advance in its terms and conditions , and refer in a proportionate manner to the relevant specific circumstances that led to that decision . wherever possible a proportionate and gradual system should be put in place , including prior and timely notification before taking measures that will result in severing the access of the business to its customers . _________________ 22 commission recommendation no 2018 / 334 of 1 march 2018 on measures to effectively tackle illegal content online .


### the ranking of goods and services by the providers of online intermediation services has an important impact on consumer choice and , consequently , on the commercial success of the business users offering those goods and services to consumers . providers of online intermediation services should therefore outline the main parameters determining ranking beforehand , in order to improve predictability for business users , to allow them to better understand the functioning of the ranking mechanism and to enable them to compare the ranking practices of various providers . the notion of main parameter should be understood to refer to any general criteria , processes , specific signals incorporated into algorithms or other adjustment or demotion mechanisms used in connection with the ranking . the description of the main parameters determining ranking should also include an explanation of any possibility for business users to actively influence ranking against remuneration , as well as of the relative effects thereof . this description should provide business users with an adequate understanding of how the ranking mechanism takes account of the characteristics of the actual goods or services offered by the business user , and their relevance to the consumers of the specific online intermediation services . ### the ranking of goods and services by the providers of online intermediation services has an important impact on consumer choice and , consequently , on the commercial success of the business users offering those goods and services to consumers . providers of online intermediation services should therefore outline the main parameters determining ranking beforehand , in order to improve predictability for business users , to allow them to better understand the functioning of the ranking mechanism and to enable them to compare the ranking practices of various providers . the notion of main parameter should be understood to refer to any general criteria , processes , specific signals incorporated into algorithms or other adjustment or demotion mechanisms used in connection with the ranking . the description of the main parameters determining ranking should also include an explanation of any possibility for business users to actively influence ranking against remuneration , as well as of the relative effects thereof . this description should provide business users with an adequate understanding of how the ranking mechanism takes account of the characteristics of the actual goods or services offered by the business user , and their benefit to the consumers of the specific online intermediation services . when displaying the results , the online intermediation service shall also disclose close to each ranking whether it has been influenced against direct or indirect remuneration , contractual or direct ownership relationship . in some cases , providers of online intermediation services may decide to influence the ranking in a specific case or remove a product or service from a ranking based on notifications by third parties . in these cases , the business user should be notified and the online intermediation service should also include the specific grounds and circumstances leading to the decision , as well as the contents of the notice , in order to allow the business user to easily refute obviously wrongful notices .


### similarly , the ranking of websites by the providers of online search engines , notably of those websites through which undertakings offer goods and services to consumers , has an important impact on consumer choice and the commercial success of corporate website users . providers of online search engines should therefore provide a description of the main parameters determining the ranking of all indexed websites , including those of corporate website users as well as other websites . in addition to the characteristics of the goods and services and their relevance for consumers , this description should in the case of online search engines also allow corporate website users to obtain an adequate understanding of whether , and if so how and to what extent , certain design characteristics of the website used , such as their optimisation for display on mobile telecommunications devices , is taken into account . in the absence of a contractual relationship between providers of online search engines and corporate website users , that description should be available to the public in an obvious and easily accessible location on the relevant online search engine . to ensure predictability for corporate website users , the description should also be kept up to date , including the possibility that any changes to the main parameters should be made easily identifiable . whilst the providers are under no circumstances required to disclose any trade secrets as defined in directive 2016 / 943 of the european parliament and of the council23 when complying with this requirement to disclose the main ranking parameters , the description given should at least be based on actual data on the relevance of the ranking parameters used . _________________ 23 directive 2016 / 943 of the european parliament and of the council of 8 june 2016 on the protection of undisclosed know - how and business information against their unlawful acquisition , use and disclosure . ### similarly , the ranking of websites by the providers of online search engines , notably of those websites through which undertakings offer goods and services to consumers , has an important impact on consumer choice and the commercial success of corporate website users . providers of online search engines should therefore provide a description of the main parameters determining the ranking of all indexed websites , including those of corporate website users as well as other websites . in addition to the characteristics of the goods and services and their relevance for consumers , this description should in the case of online search engines also allow corporate website users to obtain an adequate understanding of whether , and if so how and to what extent , certain design characteristics of the website used , such as their optimisation for display on mobile telecommunications devices , is taken into account . in the absence of a contractual relationship between providers of online search engines and corporate website users , that description should be available to the public in an obvious and easily accessible location on the relevant online search engine . to ensure predictability for corporate website users , the description should also be kept up to date , including the possibility that any changes to the main parameters should be made easily identifiable . whilst requirement to disclose ranking parameters should be without prejudice to directive 2016 / 943 of the european parliament and of the council23 while taking into account the provisions on lawful acquisition , use and disclosure , when complying with this requirement to disclose the main ranking parameters , the description given should at least be based on actual data on the relevance of the ranking parameters used . _________________ 23 directive 2016 / 943 of the european parliament and of the council of 8 june 2016 on the protection of undisclosed know - how and business information against their unlawful acquisition , use and disclosure .


### where a provider of online intermediation services itself offers certain goods or services to consumers through its own online intermediation services , or does so through a business user which it controls , that provider may compete directly with other business users of its online intermediation services which are not controlled by the provider . in such situations , in particular , it is important that the provider of online intermediation services acts in a transparent manner and provides a description of any differentiated treatment , whether through legal , commercial or technical means , that it might give in respect of goods or services it offers itself compared to those offered by business users . to ensure proportionality , this obligation should apply at the level of the overall online intermediation services , rather than at the level of individual goods or services offered through those services . ### where a provider of online intermediation services itself offers certain goods or services to consumers through its own online intermediation services , or does so through a business user which it controls , that provider may compete directly with other business users of its online intermediation services which are not controlled by the provider . in such situations , in particular , it is important that the provider of online intermediation services acts in a transparent manner and provides a description of any differentiated treatment , whether through legal , commercial or technical means , that it might give in respect of goods or services it offers itself compared to those offered by business users . to ensure proportionality , this obligation should apply at the level of the overall online intermediation services , rather than at the level of individual goods or services offered through those services . furthermore , consumers often rely on services configured by default without being informed about competing goods and services , and could face technical or economic barriers if they want to choose a competing service . providers of online intermediation services should therefore not be allowed to provide any good or service under their direct or indirect control as a default option without first giving consumers the possibility to select among different competing options available when using the online intermediation service for the first time . the consumer should not be obliged to choose a default option . an online intermediation service provider’s goods or services should be considered to compete with those of its business users where the good or service can be considered as interchangeable or substitutable by consumers using the online intermediation service .


### the ability to access and use data , including personal data , can enable important value creation in the online platform economy . accordingly , it is important that providers of online intermediation services provide business users with a clear description of the scope , nature and conditions of their access to and use of certain categories of data . the description should be proportionate and might refer to general access conditions , rather than an exhaustive identification of actual data , or categories of data , in order to enable business users to understand whether they can use the data to enhance value creation , including by possibly retaining third - party data services . processing of personal data should comply with regulation 2016 / 679 of the european parliament and of the council . 24 _________________ 24 regulation 2016 / 679 of the european parliament and of the council of 27 april 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data , and repealing directive 95 / 46 / ec . ### the ability to access and use data , including personal data , can enable important value creation in the online platform economy . accordingly , it is important that providers of online intermediation services provide business users with a clear description of the scope , nature and conditions of their access to and use of certain categories of data . the description should be proportionate and might refer to general access conditions , rather than an exhaustive identification of actual data , or categories of data , in order to enable business users to understand whether they can use the data to enhance value creation , including by possibly retaining third - party data services . this regulation requires the online intermediation service providers to be transparent about what data they provide to their business users but does not establish any requirement to disseminate personal or non - personal data to the business users . in all cases , processing of personal data should comply with the union legal framework on the protection of natural persons with regard to the processing of personal data , and on respect for private life and the protection of personal data in electronic communications , in particular regulation 2016 / 679 of the european parliament and of the council24 , directive 2016 / 68024a and directive 2002 / 58 / ec24b . _________________ 24 regulation 2016 / 679 of the european parliament and of the council of 27 april 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data , and repealing directive 95 / 46 / ec . 24a directive 2016 / 680 of the european parliament and of the council of 27 april 2016 on the protection of natural persons with regard to the processing of personal data by competent authorities for the purposes of the prevention , investigation , detection or prosecution of criminal offences or the execution of criminal penalties , and on the free movement of such data , and repealing council framework decision 2008 / 977 / jha . 24b directive 2002 / 58 / ec of the european parliament and of the council of 12 july 2002 concerning the processing of personal data and the protection of privacy in the electronic communications sector .


### the requirements of this regulation regarding the internal complaint - handling systems aim at allowing providers of online intermediation services a reasonable degree of flexibility when operating those systems and addressing individual complaints , so as to minimise any administrative burden . in addition , the internal complaint - handling systems should allow providers of online intermediation services to address , where necessary , in a proportionate manner any use in bad faith which certain business users might seek to make of those systems . in cases other than any alleged non - compliance with the legal obligations of this regulation , the internal complaint - handling systems should moreover not be open to complaints involving only negligible negative effects on the business user concerned . in light of the costs of setting up and operating such systems , it is appropriate to exempt from those obligations any providers of online intermediation services which constitute small enterprises , in line with the relevant provisions of commission recommendation 2003 / 361 / ec25 . _________________ 25 commission recommendation 2003 / 361 / ec of 6 may 2003 concerning the definition of micro , small and medium - sized enterprises . ### the requirements of this regulation regarding the internal complaint - handling systems aim at allowing providers of online intermediation services a reasonable degree of flexibility when operating those systems and addressing individual complaints , so as to minimise any administrative burden . in addition , the internal complaint - handling systems should allow providers of online intermediation services to address , where necessary , in a proportionate manner any use in bad faith which certain business users might seek to make of those systems . in cases other than any alleged non - compliance with the legal obligations of this regulation , the internal complaint - handling systems should moreover not be open to complaints involving only negligible negative effects on the business user concerned . in light of the costs of setting up and operating such systems , it is appropriate to exempt from those obligations any providers of online intermediation services which constitute small enterprises , in line with the relevant provisions of commission recommendation 2003 / 361 / ec25 . the internal complaint - handling system should be based on principles of equal treatment and its use should not lead to any detrimental treatment of the business user . _________________ 25 commission recommendation 2003 / 361 / ec of 6 may 2003 concerning the definition of micro , small and medium - sized enterprises .


### this regulation lays down rules to ensure that business users of online intermediation services and corporate website users in relation to online search engines are granted appropriate transparency and effective redress possibilities . ### this regulation lays down rules to ensure that business users of online intermediation services and corporate website users in relation to online and connected search engines are granted appropriate fairness , transparency and effective redress possibilities .


### they are provided to business users on the basis of contractual relationships between , on the one hand , the provider of those services and , on the other hand , both those business users and the consumers to which those business users offer goods or services ; ### they are provided in general to business users on the basis of contractual relationships between , on the one hand , the provider of those services and , on the other hand , both those business users and the consumers to which those business users offer goods or services ;


### ' online search engine ' means a digital service that allows users to perform searches of , in principle , all websites or websites in a particular language on the basis of a query on any subject in the form of a keyword , phrase or other input , and returns links in which information related to the requested content can be found ; ### ' online search engine ' means a digital service that allows users to input queries and perform searches of , in principle , all websites or websites in a particular language on the basis of a query on any subject in the form of a keyword , phrase or other input , and returns output in which information related to the requested content can be found ;


### ' corporate website user ' means any natural or legal person which uses websites to offer goods or services to consumers for purposes relating to its trade , business , craft or profession ; ### ' corporate website user ' means any natural or legal person which uses websites or otherwise connected means to offer goods or services ;


### ' ranking ' means the relative prominence given to the goods or services offered to consumers by business users through online intermediation services , or to websites indexed for consumers by online search engines , as presented , organised or communicated to those consumers by the providers of online intermediation services or by providers of online search engines , respectively , irrespective of the technological means used for such presentation , organisation or communication ; ### ' ranking ' means the relative prominence given to the goods or services offered to consumers by business users through online intermediation services , or to websites indexed by online search engines , as presented , organised or communicated by the providers of online intermediation services or by providers of online search engines , respectively , irrespective of the technological means used for such presentation , organisation or communication ;


### paragraph 3 shall not apply where a provider of online intermediation services is subject to a legal obligation which requires it to modify its terms and conditions in a manner which does not allow it to respect the notice period referred to in the second subparagraph of paragraph 3 . ### the notice period set out in paragraph 3 shall not apply where a provider of online intermediation services is subject to a legal obligation which requires it to modify its terms and conditions in a manner which does not allow it to respect the notice period referred to in the second subparagraph of paragraph 3 .


### the statement of reasons referred to in paragraph 1 shall contain a reference to the specific facts or circumstances that led to the decision of the provider of online intermediation services , as well as a reference to the applicable objective ground or grounds for that decision referred to in article 3 . ### the statement of reasons referred to in paragraph 1 shall contain a reference to the specific facts or circumstances that led to the decision of the provider of online intermediation services , as well as a reference to the applicable objective ground or grounds for that decision referred to in article 3 . where the suspension or termination results from a third party notification , the contents of said notification shall be included in the statement of reasons .


### providers of online intermediation services shall set out in their terms and conditions the main parameters determining ranking and the reasons for the relative importance of those main parameters as opposed to other parameters . ### providers of online intermediation services shall set out in their terms and conditions the parameters determining ranking and the reasons for the relative importance of those parameters .


### providers of online search engines shall set out for corporate website users the main parameters determining ranking , by providing an easily and publicly available description , drafted in clear and unambiguous language on the online search engines of those providers . they shall keep that description up to date . ### providers of online search engines shall set out the parameters determining ranking of all indexed websites and the reasons for the relative importance of those parameters , by providing an easily and publicly available description , drafted in clear and unambiguous language on the online search engines of those providers . they shall keep that description up to date . by exception , in cases where the disclosure of all parameters would be against fair , reasonable and proportionate practices , only main parameters shall be always presented in detail .


### the descriptions referred to in paragraphs 1 and 2 shall be sufficient to enable the business users or corporate website users to obtain an adequate understanding of whether , and if so how and to what extent , the ranking mechanism takes account of the following : ### the descriptions referred to in paragraphs 1 and 2 shall be sufficient to enable the public to obtain an adequate understanding of whether , and if so how and to what extent , the ranking mechanism takes account of the following :


### as regards online search engines , the design characteristics of the website used by corporate website users . ### as regards online search engines , the design characteristics of the website indexed .


### providers of online intermediation services and providers of online search engines shall , when complying with the requirements of this article , not be required to disclose any trade secrets as defined in article 2 of directive 2016 / 943 . ### this article shall be without prejudice to directive 2016 / 943 .


### providers of online intermediation services shall include in their terms and conditions a description of the technical and contractual access , or absence thereof , of business users to any personal data or other data , or both , which business users or consumers provide for the use of the online intermediation services concerned or which are generated through the provision of those services . ### providers of online intermediation services and online search engines shall include in their terms and conditions a description of the technical and contractual access , or absence thereof , of business users to any personal data or other data , or both , which business users , corporate website users or consumers provide for the use of the online intermediation services or online search engines concerned or which are generated through the provision of those services .


### through the description referred to in paragraph 1 , providers of online intermediation services shall adequately inform business users at least of the following : ### through the description referred to in paragraph 1 , providers of online intermediation services or online search engines shall adequately inform the public at least of the following :


### whether the provider of online intermediation services has access to personal data or other data , or both , which business users or consumers provide for the use of those services or which are generated through the provision of those services , and if so , to which categories of such data and under what conditions ; ### whether the provider of online intermediation services or online search engines has access to personal data or other data , or both , which business users , corporate website users or consumers provide for the use of those services or which are generated through the provision of those services , and if so , to which categories of such data and under what conditions ;


### whether a business user has access to personal data or other data , or both , provided by that business user in connection to his or her use of the online intermediation services concerned or generated through the provision of those services to that business user and the consumers of his or her goods or services , and if so , to which categories of such data and under what conditions ; ### whether a business user has access to personal data or other data , or both , provided by that business user in connection to his or her use of the online intermediation services or online search engines concerned or generated through the provision of those services to that business user and the consumers of his or her goods or services , and if so , to which categories of such data and under what conditions ;


### whether , in addition to point , a business user has access to personal data or other data , or both , including in aggregated form , provided by or generated through the provision of the online intermediation services to all of the business users and consumers thereof , and if so , to which categories of such data and under what conditions . ### whether , in addition to point , a business user has access to personal data or other data , or both , including in aggregated form , provided by or generated through the provision of the online intermediation services or online search engines to all of the business users and consumers thereof , and if so , to which categories of such data and under what conditions .


### a programming cycle should be established to support the coordination of action on mobility within the union . to be effective , the programming of member states ' activity plans should take into account data on mobility flows and patterns , the data analysis of existing and forecast labour shortages and surpluses , and recruitment experiences and practices under the eures network and it should consist of a review of the existing resources and tools at the disposal of the organisations in the member state to facilitate intra - eu labour mobility . ### a programming cycle should be established to support the coordination of action on mobility within the union . in order to detect and prevent negative effects arising in connection with inter - union geographical mobility , the programming of member states ' activity plans should take into account data on mobility flows and patterns , the data analysis of existing and forecast labour shortages and surpluses , and recruitment experiences and practices under the eures network and it should consist of a review of the existing resources and tools at the disposal of the organisations in the member state to facilitate intra - eu labour mobility .


### the better functioning and integration of the labour markets in the union ; ### the functioning and integration of the labour markets in the union ;


### organisation of the work for eures in the member state , including the delivery of support services in accordance with chapter iv ; ### organisation of the work for eures in the member state taking into account regional and local actors , social partners and other relevant stakeholders , including the delivery of support services in accordance with chapter iv ;


### the national coordination office promotes the collaboration with stakeholders such as career guidance services , universities , chambers of commerce and organisations involved in apprenticeships and traineeships schemes . ### the national coordination office promotes the collaboration with stakeholders from all levels of governance such as career guidance services , universities , chambers of commerce and organisations involved in apprenticeships and traineeships schemes .


### each member state shall set up a system to authorise eures partners to participate in the eures network , monitor their activities and their compliance with national and union law when applying this regulation . this system shall be transparent , proportionate and respect the principles of equal treatment for applicant organisations and due process of law . ### each member state taking into account regional and local actors , social partners and other relevant stakeholders&#160 ; shall set up a system to authorise eures partners to participate in the eures network , monitor their activities and their compliance with national and union law when applying this regulation . this system shall be transparent , proportionate and respect the principles of equal treatment for applicant organisations and due process of law .


### is easily accessible and is presented in a user friendly manner . ### is non - discriminatorily and easily accessible and is presented in a user friendly manner .


### this regulation contributes to the protection of public security while establishing appropriate and robust safeguards to ensure protection of the fundamental rights at stake . this includes the rights to respect for private life and to the protection of personal data , the right to effective judicial protection , the right to freedom of expression , including the freedom to receive and impart information , the freedom to conduct a business , and the principle of non - discrimination . competent authorities and hosting service providers should only adopt measures which are necessary , appropriate and proportionate within a democratic society , taking into account the particular importance accorded to the freedom of expression and information , which constitutes one of the essential foundations of a pluralist , democratic society , and is one of the values on which the union is founded . measures constituting interference in the freedom of expression and information should be strictly targeted , in the sense that they must serve to prevent the dissemination of terrorist content , but without thereby affecting the right to lawfully receive and impart information , taking into account the central role of hosting service providers in facilitating public debate and the distribution and receipt of facts , opinions and ideas in accordance with the law . ### this regulation aims at contributing to the protection of public security while establishing appropriate and robust safeguards to ensure protection of the fundamental rights at stake . this includes the rights to respect for private life and to the protection of personal data , the right to effective judicial protection , the right to freedom of expression , including the freedom to receive and impart information , the freedom to conduct a business , and the principle of non - discrimination . competent authorities and hosting service providers should only adopt measures which are necessary , appropriate and proportionate within a democratic society , taking into account the particular importance accorded to the freedom of expression and information , the rights to privacy and to personal data protection as well as the freedom of the press and pluralism of the media , which constitute the essential foundations of a pluralist , democratic society , and are among the values on which the union is founded . measures taken to remove terrorist content online should avoid any interference in the freedom of expression and information and should be strictly targeted , necessary , appropriate and proportionate to help the fight against terrorism , including investigation and prosecution of terrorist offences , but without thereby affecting freedom of expression , the right to lawfully receive and impart information , taking into account the central role of hosting service providers in facilitating public debate and the distribution and receipt of facts , opinions and ideas in accordance with the law .