1997L0007—EN—09.10.2002—001.001—1
This document is meant purely as a documentation tool and the institutions do not assume any liability for its contents
►B DIRECTIVE97/7/ECOFTHEEUROPEANPARLIAMENTANDOFTHECOUNCIL
of20May1997
ontheprotectionofconsumersinrespectofdistancecontracts
(OJL144,4.6.1997,p.19)
Amendedby:
OfficialJournal
No page date
►M1Directive2002/65/ECoftheEuropeanParliamentandoftheCouncilof
23September2002L271 16 9.10.2002
▼B
DIRECTIVE97/7/ECOF THE EUROPEANPARLIAMENTAND
OFTHECOUNCIL
of20May1997
ontheprotectionofconsumersinrespectofdistancecontracts
THEEUROPEANPARLIAMENTANDTHECOUNCILOFTHE
EUROPEANUNION,
HavingregardtotheTreatyestablishingtheEuropeanCommunity,and
inparticularArticle100athereof,
HavingregardtotheproposalfromtheCommission(1),
Having regard to the opinion of the Economic and Social
Committee(2),
Actinginaccordance withtheprocedure laiddowninArticle 189bof
theTreaty(3),inthelightofthejointtextapprovedbytheConciliation
Committeeon27November1996,
(1)Whereas, in connection with the attainment of the aims of theinternalmarket,measuresmustbetakenforthegradualconsoli-
dationofthatmarket;
(2)Whereas the free movement of goods and services affects not
only the business sector but also private individuals; whereas itmeansthatconsumersshouldbeabletohaveaccesstothegoodsandservicesofanother MemberState onthesametermsasthepopulationofthatState;
(3)Whereas, for consumers, cross-border distance selling could beoneofthemaintangibleresultsofthecompletionoftheinternal
market, as noted, inter alia,in the communication from the
Commission to the Council entitled ‘Towards a single marketin distribution’; whereas it is essential to the smooth operationoftheinternalmarketforconsumerstobeabletohavedealingswithabusinessoutsidetheircountry,evenifithasasubsidiary
intheconsumer'scountryofresidence;
(4)Whereas the introduction of new technologies is increasing thenumber of ways for consumers to obtain information about
offersanywhereintheCommunityandtoplaceorders;whereassome Member States have already taken different or divergingmeasures to protect consumers in respect of distance selling,whichhashadadetrimentaleffectoncompetitionbetweenbusi-
nessesintheinternalmarket;whereasitisthereforenecessaryto
introduce at Community level a minimum set of common rulesinthisarea;
(5)Whereasparagraphs18and19oftheAnnextotheCouncilreso-lution of 14 April 1975 on a preliminary programme of theEuropean Economic Community for a consumer protection andinformationpolicy(
4)pointtotheneedtoprotectthepurchasers
of goods or services from demands for payment for unsolicited
goodsandfromhigh-pressuresellingmethods;
(6)Whereasparagraph33ofthecommunicationfromtheCommis-sion to the Council entitled ‘A new impetus for consumerprotection policy’, which was approved by the Council resolu-tionof23June1986(
5),statesthattheCommissionwillsubmit
proposals regarding the use of new information technologies1997L0007—EN—09.10.2002—001.001—2
(1) OJNoC156,23.6.1992,p.14andOJNoC308,15.11.1993,p.18.
(2) OJNoC19,25.1.1993,p.111.
(3) OpinionoftheEuropeanParliamentof26May1993(OJNoC176,28.6.
1993,p.95),Councilcommonpositionof29June1995(OJNoC288,30.10. 1995, p. 1) and Decision of the European Parliament of 13 December
1995(OJNoC17,22.1.1996,p.51).DecisionoftheEuropeanParliament
of16January1997andCouncilDecisionof20January1997.
(
4) OJNoC92,25.4.1975,p.1.
(5) OJNoC167,5.7.1986,p.1.
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enabling consumers to place orders with suppliers from their
homes;
(7)Whereas the Council resolution of 9 November 1989 on futurepriorities for relaunching consumer protection policy(
1) calls
upontheCommissiontogiveprioritytotheareasreferredtoin
the Annex to that resolution; whereas that Annex refers to newtechnologies involving teleshopping; whereas the Commissionhasrespondedtothat resolution byadopting athree-year actionplan for consumer protection policy in the European Economic
Community (1990-1992); whereas that plan provides for the
adoptionofaDirective;
(8)Whereas the languages used for distance contracts are a matterfortheMemberStates;
(9)Whereascontractsnegotiatedatadistanceinvolvetheuseofoneormore means ofdistance communication; whereas the variousmeans of communication are used as part of an organizeddistance sales or service-provision scheme not involving thesimultaneouspresenceofthesupplierandtheconsumer;whereas
theconstantdevelopmentofthosemeansofcommunicationdoes
notallowanexhaustivelisttobecompiledbutdoesrequireprin-ciplestobedefinedwhicharevalidevenforthosewhicharenotasyetinwidespreaduse;
(10)Whereas the same transaction comprising successive operationsor a series of separate operations over a period of time maygiverisetodifferent legal descriptionsdepending onthelawof
the Member States; whereas the provisions of this Directive
cannot be applied differently according to the law of theMemberStates,subjecttotheirrecoursetoArticle 14;whereas,tothatend,thereistherefore reasontoconsiderthattheremustatleastbecompliancewiththeprovisionsofthisDirectiveatthe
time of the first of a series of successive operations or the first
of a series of separate operations over a period of time whichmay be considered as forming a whole, whether that operationor series of operations are the subject of a single contract orsuccessive,separatecontracts;
(11)Whereas the use of means of distance communication must notleadtoareductionintheinformationprovidedtotheconsumer;
whereas the information that is required to be sent to the
consumer should therefore be determined, whatever the meansof communication used; whereas the information supplied mustalso comply with the other relevant Community rules, in parti-cular those in Council Directive 84/450/EEC of 10 September1984 relating to the approximation of the laws, regulations and
administrative provisions of the Member States concerning
misleading advertising(
2); whereas, if exceptions are made to
the obligation to provide information, it is up to the consumer,on a discretionary basis, to request certain basic informationsuch as the identity of the supplier, the main characteristics of
thegoodsorservicesandtheirprice;
(12)Whereasinthecaseofcommunicationbytelephoneitisappro-priate that the consumer receive enough information at the
beginning of the conversation to decide whether or not tocontinue;
(13)Whereasinformationdisseminatedbycertainelectronictechnol-ogiesisoftenephemeralinnatureinsofarasitisnotreceivedona permanent medium; whereas the consumer must thereforereceivewrittennoticeingoodtimeoftheinformationnecessary
forproperperformanceofthecontract;
(14)Whereastheconsumerisnotableactuallytoseetheproductor
ascertain the nature of the service provided before concludingthecontract;whereasprovisionshouldbemade,unlessotherwise1997L0007—EN—09.10.2002—001.001—3
(1) OJNoC294,22.11.1989,p.1.
(2) OJNoL250,19.9.1984,p.17.
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specified in this Directive, for a right of withdrawal fromthe
contract; whereas, if this right is to be more than formal, thecosts, if any, borne by the consumer when exercising the right
of withdrawal must be limited to the direct costs for returning
the goods; whereas this right of withdrawal shall be withoutprejudice to the consumer's rights under national laws, withparticularregardtothereceiptofdamagedproductsandservicesorofproductsandservicesnotcorrespondingtothedescription
givenintheofferofsuchproductsorservices;whereasitisfor
the Member States to determine the other conditions andarrangementsfollowingexerciseoftherightofwithdrawal;
(15)Whereasitisalsonecessarytoprescribeatimelimitforperfor-mance of the contract if this is not specified at the time ofordering;
(16)Whereas the promotional technique involving the dispatch of aproduct or the provision of a service to the consumer in returnforpayment without a prior request from, or the explicit agree-ment of, the consumer cannot be permitted, unless a substituteproductorserviceisinvolved;
(17)Whereas the principles set out in Articles 8 and 10 of theEuropean Convention for the Protection of Human Rights andFundamentalFreedomsof4November1950apply;whereastheconsumer'srighttoprivacy,particularlyasregardsfreedomfrom
certainparticularlyintrusivemeansofcommunication,shouldbe
recognized; whereas specific limits on the use of such meansshould therefore be stipulated; whereas Member States shouldtakeappropriatemeasurestoprotecteffectivelythoseconsumers,who do not wish to be contacted through certain means ofcommunication, against such contacts, without prejudice to the
particular safeguards available to the consumer under Commu-
nity legislation concerning the protection of personal data andprivacy;
(18)WhereasitisimportantfortheminimumbindingrulescontainedinthisDirectivetobesupplementedwhereappropriatebyvolun-tary arrangements among the traders concerned, in line withCommission recommendation 92/295/EEC of 7 April 1992 oncodes of practice for the protection of consumers in respect of
contractsnegotiatedatadistance(
1);
(19)Whereas in the interest of optimum consumer protection it is
important for consumers to be satisfactorily informed of the
provisions of this Directive and of codes of practice that may
existinthisfield;
(20)Whereasnon-compliancewiththisDirectivemayharmnotonly
consumers but also competitors; whereas provisions may there-
fore be laid down enabling public bodies or theirrepresentatives,orconsumerorganizationswhich,undernationallegislation, have a legitimate interest inconsumer protection, orprofessional organizations which have a legitimate interest intakingaction,tomonitortheapplicationthereof;
(21)Whereas it isimportant, witha viewtoconsumer protection, toaddressthequestionofcross-bordercomplaintsassoonasthisisfeasible; whereas the Commission published on 14 February
1996 a plan of action on consumer access to justice and the
settlement ofconsumer disputesin the internal market; whereasthatplanofactionincludesspecificinitiativestopromoteout-of-court procedures; whereas objective criteria (Annex II) aresuggestedtoensurethereliabilityofthoseproceduresandprovi-sion is made for the use of standardized claims forms (Annex
III);
(22)Whereas in the use of new technologies the consumer is not in
controlofthemeansofcommunicationused;whereasitisthere-1997L0007—EN—09.10.2002—001.001—4
(1) OJNoL156,10.6.1992,p.21.
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forenecessarytoprovidethattheburdenofproofmaybeonthe
supplier;
(23)Whereasthereisariskthat,incertaincases,theconsumermay
bedeprivedofprotectionunderthisDirectivethroughthedesig-
nationofthelawofanon-membercountryasthelawapplicabletothecontract; whereasprovisionsshouldtherefore beincludedinthisDirectivetoavertthatrisk;
(24)Whereas a Member State may ban, in the general interest, themarketing on its territory of certain goods and services through
distancecontracts;whereasthatbanmustcomplywithCommu-
nity rules; whereas there is already provision for such bans,notablywithregardtomedicinalproducts,underCouncilDirec-tive 89/552/EEC of 3 October 1989 on the coordination ofcertainprovisionslaiddownbylaw,regulationoradministrativeaction in Member States concerning the pursuit of television
broadcasting activities(
1) and Council Directive 92/28/EEC of
31 March 1992 on the advertising of medicinal products forhumanuse(
2),
HAVEADOPTEDTHISDIRECTIVE:
Article 1
Object
TheobjectofthisDirectiveistoapproximatethelaws,regulationsand
administrative provisions of the Member States concerning distancecontractsbetweenconsumersandsuppliers.
Article 2
Definitions
ForthepurposesofthisDirective:(1) ‘distance contract’ means any contract concerning goods or
services concluded between a supplier and a consumer under anorganized distance sales or service-provision scheme run by thesupplier, who, for the purpose of the contract, makes exclusiveuse of one or more means of distance communication up to and
includingthemomentatwhichthecontractisconcluded;
(2) ‘consumer’meansanynaturalpersonwho,incontractscoveredby
this Directive, is acting for purposes which are outside his trade,businessorprofession;
(3) ‘supplier’ means any natural or legal person who, in contracts
covered by this Directive, is acting in his commercial or profes-sionalcapacity;
(4) ‘means of distance communication’ means any means which,
withoutthesimultaneousphysicalpresenceofthesupplierandthe
consumer, may be used for the conclusion of a contract between
thoseparties.AnindicativelistofthemeanscoveredbythisDirec-tiveiscontainedinAnnexI;
(5) ‘operator of a means of communication’ means any public or
private natural orlegal personwhosetrade, businessor professioninvolves making one or more means of distance communicationavailabletosuppliers.
Article 3
Exemptions
1. ThisDirectiveshallnotapplytocontracts:1997L0007—EN—09.10.2002—001.001—5
(1) OJNoL298,17.10.1989,p.23.
(2) OJNoL113,30.4.1992,p.13.
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— relating to any financial service to which Directive 2002/65/EC of
theEuropeanParliamentandoftheCouncilof23September2002concerning the distance marketing of consumer financial services
and amending Council Directive 90/619/EEC and Directives 97/7/
ECand98/27/EC(
1)applies,
— concluded by means of automatic vending machines or automated
commercialpremises,
— concluded with telecommunications operators through the use of
publicpayphones,
— concluded for the construction and sale of immovable property or
relatingtootherimmovablepropertyrights,exceptforrental,
— concludedatanauction.
2. Articles4,5,6and7(1)shallnotapply:
— to contracts for the supply of foodstuffs, beverages or other goods
intended for everyday consumption supplied to the home of the
consumer, to his residence or to his workplace by regularroundsmen,
— tocontractsfortheprovisionofaccommodation,transport,catering
orleisureservices,wherethesupplierundertakes,whenthecontract
isconcluded,toprovidetheseservicesonaspecificdateorwithinaspecificperiod;exceptionally,inthecaseofoutdoorleisureevents,the supplier can reserve the right not to apply Article 7 (2) inspecificcircumstances.
Article 4
Prior information
1. Ingoodtimepriortotheconclusionofanydistancecontract,the
consumershallbeprovidedwiththefollowinginformation:
(a) the identity of the supplier and, in the case of contracts requiring
paymentinadvance,hisaddress;
(b) themaincharacteristicsofthegoodsorservices;
(c) thepriceofthegoodsorservicesincludingalltaxes;
(d) deliverycosts,whereappropriate;
(e) thearrangementsforpayment,deliveryorperformance;
(f) theexistence ofarightofwithdrawal,exceptinthecasesreferred
toinArticle6(3);
(g) thecostofusingthemeansofdistancecommunication,whereitis
calculatedotherthanatthebasicrate;
(h) theperiodforwhichtheofferorthepriceremainsvalid;
(i) where appropriate, the minimum duration of the contract in the
case of contracts for the supply of products or services to be
performedpermanentlyorrecurrently.
2. The information referred to in paragraph 1, the commercial
purposeofwhichmustbemadeclear,shallbeprovidedinaclearand
comprehensible manner in any way appropriate to the means ofdistance communication used, with due regard, in particular, to theprinciples ofgood faith in commercial transactions, andthe principlesgoverningtheprotectionofthosewhoareunable,pursuanttothelegis-lationoftheMemberStates,togivetheirconsent,suchasminors.
3. Moreover, in the case of telephone communications, the identity
of the supplier and the commercial purpose of the call shall be madeexplicitlyclearatthebeginningofanyconversationwiththeconsumer.1997L0007—EN—09.10.2002—001.001—6
(1) OJL271,9.10.2002,p.16.▼B
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Article 5
Writtenconfirmationofinformation
1. The consumer must receive written confirmation or confirmation
inanotherdurablemediumavailableandaccessibletohimoftheinfor-
mation referred to in Article 4 (1) (a) to (f), in good time during theperformance of the contract, and at the latest at the time of deliverywheregoodsnotfordeliverytothirdpartiesareconcerned,unlesstheinformationhasalreadybeengiventotheconsumerpriortoconclusionofthecontract inwritingoronanotherdurablemedium available and
accessibletohim.
Inanyeventthefollowingmustbeprovided:
— writteninformationontheconditionsandproceduresforexercising
therightofwithdrawal, withinthemeaning ofArticle 6,including
thecasesreferredtointhefirstindentofArticle6(3),
— thegeographical addressoftheplaceofbusinessofthesupplierto
whichtheconsumermayaddressanycomplaints,
— informationonafter-salesservicesandguaranteeswhichexist,
— theconclusionforcancellingthecontract,whereitisofunspecified
durationoradurationexceedingoneyear.
2. Paragraph 1 shall not apply to services which are performed
through the use of a means of distance communication, where theyaresuppliedononlyoneoccasionandareinvoicedbytheoperatorofthemeansofdistancecommunication.Nevertheless,theconsumermustin all cases be able to obtain the geographical address of the place ofbusinessofthesuppliertowhichhemayaddressanycomplaints.
Article 6
Rightofwithdrawal
1. Foranydistance contract the consumershall have a periodof at
least seven working days in which to withdraw fromthe contractwithout penalty and without giving any reason. The only charge that
may be made to the consumer because of the exercise of his right of
withdrawalisthedirectcostofreturningthegoods.
Theperiodforexerciseofthisrightshallbegin:
— inthecaseofgoods,fromthedayofreceiptbytheconsumerwhere
theobligationslaiddowninArticle5havebeenfulfilled,
— in the case of services, fromthe day of conclusion of the contract
or fromthe day on which the obligations laid down in Article 5were fulfilled if they are fulfilled after conclusion of the contract,
provided that this period does not exceed the three-month period
referredtointhefollowingsubparagraph.
IfthesupplierhasfailedtofulfiltheobligationslaiddowninArticle5,
theperiodshallbethreemonths.Theperiodshallbegin:
— inthecaseofgoods,fromthedayofreceiptbytheconsumer,
— inthecaseofservices,fromthedayofconclusionofthecontract.
IftheinformationreferredtoinArticle5issuppliedwithinthisthree-
month period, the seven working day period referred to in the first
subparagraphshallbeginasfromthatmoment.
2. Where the right of withdrawal has been exercised by the
consumerpursuanttothisArticle,thesuppliershallbeobligedtoreim-
burse the sums paid by the consumer free of charge. The only chargethatmaybemadetotheconsumerbecauseoftheexerciseofhisrightofwithdrawalisthedirectcostofreturningthegoods.Suchreimburse-mentmustbecarriedoutassoonaspossibleandinanycasewithin30days.1997L0007—EN—09.10.2002—001.001—7
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3. Unless the parties have agreed otherwise, the consumer may not
exercisetherightofwithdrawalprovidedforinparagraph1inrespectofcontracts:
— for the provision of services if performance has begun, with the
consumer's agreement, before the end of the seven working day
periodreferredtoinparagraph1,
— forthesupplyofgoodsorservicesthepriceofwhichisdependent
on fluctuations in the financial market which cannot be controlledbythesupplier,
— for the supply of goods made to the consumer's specifications or
clearly personalized or which, byreason of their nature, cannot bereturnedorareliabletodeteriorateorexpirerapidly,
— for the supply of audio or video recordings or computer software
whichwereunsealedbytheconsumer,
— forthesupplyofnewspapers,periodicalsandmagazines,
— forgamingandlotteryservices.
4. The Member States shall make provision in their legislation to
ensurethat:
— ifthepriceofgoodsorservicesisfullyorpartlycoveredbycredit
grantedbythesupplier,or
— if that price is fully or partly covered by credit granted to the
consumer by a third party on the basis of an agreement betweenthethirdpartyandthesupplier,
the credit agreement shall be cancelled, without any penalty, if the
consumer exercises his right to withdraw from the contract in accor-dancewithparagraph1.
MemberStatesshalldeterminethedetailedrulesforcancellationofthe
creditagreement.
Article 7
Performance
1. Unless the parties have agreed otherwise, the supplier must
executetheorderwithinamaximumof30daysfromthedayfollowingthatonwhichtheconsumerforwardedhisordertothesupplier.
2. Where a supplier fails to performhisside of the contract onthe
grounds that the goods or services ordered are unavailable, theconsumermustbeinformedofthissituationandmustbeabletoobtainarefundofanysumshehaspaidassoonaspossibleandinanycasewithin30days.
3. Nevertheless,MemberStatesmaylaydownthatthesuppliermay
providetheconsumerwithgoodsorservicesofequivalent qualityandpriceprovidedthatthispossibilitywasprovidedforpriortotheconclu-sionofthecontractorinthecontract.Theconsumershallbeinformed
of this possibility in a clear and comprehensible manner. The cost of
returningthegoodsfollowingexerciseoftherightofwithdrawalshall,in this case, be borne by the supplier, and the consumer must beinformed of this. In such cases the supply of goods or services maynot be deemed to constitute inertia selling within the meaning ofArticle9.
Article 8
Paymentbycard
Member States shall ensure that appropriate measures exist to allow a
consumer:
— torequestcancellationofapaymentwherefraudulentusehasbeen
made of his payment card in connection with distance contractscoveredbythisDirective,
— inthe event offraudulent use,to berecredited with the sumspaid
orhavethemreturned.1997L0007—EN—09.10.2002—001.001—8
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Article 9
Inertiaselling
MemberStatesshalltakethemeasuresnecessaryto:
— prohibitthesupplyofgoodsorservicestoaconsumerwithouttheir
being ordered by the consumer beforehand, where such supply
involvesademandforpayment,
— exempt the consumer from the provision of any consideration in
cases of unsolicited supply, the absence of a response not consti-tutingconsent.
Article 10
Restrictionsontheuseofcertainmeansofdistancecommunication1. Use by a supplier of the following means requires the prior
consentoftheconsumer:
— automated calling system without human intervention (automatic
callingmachine),
— facsimilemachine(fax).
2. Member States shall ensure that means of distance communica-
tion, other than those referred to in paragraph 1, which allow
individual communications may be used only where there is no clearobjectionfromtheconsumer.
Article 11
Judicialoradministrativeredress
1. Member States shall ensure that adequate and effective means
existtoensurecompliancewiththisDirectiveintheinterestsofconsu-
mers.
2. The means referred to in paragraph 1 shall include provisions
whereby one or more of the following bodies, as determined bynational law, may take action under national law before the courts or
before the competent administrative bodies to ensure that the national
provisionsfortheimplementationofthisDirectiveareapplied:
(a) publicbodiesortheirrepresentatives;
(b) consumer organizations having a legitimate interest in protecting
consumers;
(c) professionalorganizationshavingalegitimateinterestinacting.
3. (a) Member States may stipulate that the burden of proof
concerningtheexistenceofpriorinformation,writtenconfirma-tion, compliance with time-limits or consumer consent can beplacedonthesupplier.
(b) Member States shall take the measures needed to ensure that
suppliersandoperatorsofmeansofcommunication,wheretheyare able to do so, cease practices which do not comply withmeasuresadoptedpursuanttothisDirective.
4. Member States may provide for voluntary supervision by self-
regulatory bodies of compliance with the provisions of this Directive
andrecoursetosuchbodiesforthesettlement ofdisputestobeaddedto the means which Member States must provided to ensure compli-ancewiththeprovisionsofthisDirective.
Article 12
Bindingnature
1. Theconsumermaynotwaivetherightsconferredonhimbythe
transpositionofthisDirectiveintonationallaw.
2. MemberStatesshalltake themeasuresneeded toensurethat the
consumer does not lose the protection granted by this Directive byvirtue of the choice of the law of a non-member country as the law1997L0007—EN—09.10.2002—001.001—9
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applicable to the contract if the latter has close connection with the
territoryofoneormoreMemberStates.
Article 13
Communityrules
1. TheprovisionsofthisDirectiveshallapplyinsofarasthereareno
particular provisions in rules of Community law governing certaintypesofdistancecontractsintheirentirety.
2. Where specific Community rules contain provisions governing
only certain aspects of the supply of goods or provision of services,those provisions, rather than the provisions of this Directive, shallapplytothesespecificaspectsofthedistancecontracts.
Article 14
Minimalclause
MemberStatesmayintroduceormaintain, intheareacoveredbythis
Directive, more stringent provisions compatible with the Treaty, to
ensure a higher level of consumer protection. Such provisions shall,where appropriate, include a ban, in the general interest, on themarketingofcertaingoodsorservices,particularlymedicinalproducts,within their territory by means of distance contracts, with due regardfortheTreaty.
Article 15
Implementation
1. Member States shall bring into force the laws, regulations and
administrative provisions necessary to comply with this Directive nolater than three years after it enters into force. They shall forthwithinformtheCommissionthereof.
2. WhenMemberStatesadoptthemeasuresreferredtoinparagraph
1,theseshallcontainareferencetothisDirectiveorshallbeaccompa-niedbysuchreferenceontheoccasionoftheirofficialpublication.TheprocedureforsuchreferenceshallbelaiddownbyMemberStates.
3. MemberStatesshallcommunicate totheCommissionthetextof
the provisions of national law which they adopt in the field governedbythisDirective.
4. NolaterthanfouryearsaftertheentryintoforceofthisDirective
the Commission shall submit a report to the European Parliament andthe Council on the implementation of this Directive, accompanied ifappropriatebyaproposalfortherevisionthereof.
Article 16
Consumerinformation
MemberStatesshalltakeappropriatemeasurestoinformtheconsumer
of the national law transposing this Directive and shall encourage,where appropriate, professional organizations to informconsum ers oftheircodesofpractice.
Article 17
Complaintssystems
The Commission shall study the feasibility of establishing effective
means to deal with consumers' complaints in respect of distance
selling. Within two years after the entry into force of this Directivethe Commission shall submit a report to the European Parliament andtheCouncilontheresultsofthestudies,accompaniedifappropriatebyproposals.1997L0007—EN—09.10.2002—001.001—10
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Article 18
ThisDirectiveshallenterintoforceonthedayofitspublicationinthe
Official Journal of the European Communities .
Article 19
ThisDirectiveisaddressedtotheMemberStates.1997L0007—EN—09.10.2002—001.001—11
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ANNEX I
Meansofcommunicationcovered byArticle 2(4)
— Unaddressedprintedmatter
— Addressedprintedmatter
— Standardletter
— Pressadvertisingwithorderform— Catalogue— Telephonewithhumanintervention— Telephone without human intervention (automatic calling machine, audio-
text)
— Radio
— Videophone(telephonewithscreen)— Videotex (microcomputer and television screen) with keyboard or touch
screen
— Electronicmail— Facsimilemachine(fax)
— Television(teleshopping).1997L0007—EN—09.10.2002—001.001—12
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