Market surveillance authority request: how to respond
Market surveillance authority request: who must answer, what to send, in which language and by when, and what follows if nobody in the EU responds.
Market surveillance and authority requests
When a market surveillance authority, customs or a marketplace asks about your product, we are your contact in the EU. We answer together with you, provide your documents and keep you informed.
An authority asks about your product
A letter arrives from a market surveillance authority, customs holds a shipment or a marketplace blocks your listing. Someone in the EU has to answer within the authority's deadline, provide the right documents and agree the next steps with you.
What applies
An EU contact is required
Most CE-marked and consumer products need an economic operator in the EU that answers authorities and cooperates with them.
EU Authorized RepresentationDocuments on reasoned request
On a reasoned request, your EU contact provides the information and documents that show conformity, in a language the authority easily understands.
Authorities can stop sales
Authorities can require corrective action, order a withdrawal or recall and restrict sales. Marketplaces act on orders about dangerous products within two working days.
Customs check labels and papers
Customs suspend release if documents are missing, the product is not labeled as required or the EU operator's details are missing.
Labels, Manuals & Product Information
What we do within the agreed scope
We act within the agreed scope and mandate; decisions on your product and on corrective measures stay with you as manufacturer.
Talk to our teamYour contact for authorities
We are the contact for market surveillance authorities, customs and marketplaces for the products in our mandate.
Documents on request
We keep your Declaration of Conformity and technical documentation available for 10 years and provide them when an authority asks.
You hear from us
We inform you of every request, explain what it asks for and coordinate the response with you.
Corrective action coordinated
Where an authority requires corrective action, we cooperate with it and coordinate the steps with you.
Changes that affect you
Within the agreed scope, we keep you informed about regulatory changes that affect your products.
What we need from you
- Declaration of Conformity and technical documentation
- Test reports and risk assessment
- Product list with models and batches
- Sales countries and distribution channels
- A named contact in your company
- Records of complaints and incidents
How it works
01
A request arrives
An authority, customs or a marketplace contacts us about one of your products.
02
We inform you
We send you the request, what it asks for and the authority's deadline, and agree the answer with you.
03
We answer together
We provide the documents and information and stay the authority's contact until the case is closed.
04
Corrective action, if needed
If the authority requires action, we cooperate with it and coordinate the steps with you.
Questions about market surveillance
What can authorities do besides a fine?
They can require corrective action, order a withdrawal or recall, or prohibit sales (Article 16 of Regulation (EU) 2019/1020). Marketplaces must act on an authority's order to remove or disable an offer of a dangerous product within two working days (Article 22(4) GPSR), and customs can suspend the release of goods.
Do you carry out a recall for us?
Deciding on and carrying out corrective actions such as a withdrawal or recall stays with you as manufacturer. When an authority requires it, we cooperate with the authority and make sure, within our mandate, that the action is taken (Article 4(3)(d) of Regulation (EU) 2019/1020).
How high are GPSR fines in Germany?
Up to 100,000 euros if a manufacturer fails to take corrective measures or an importer fails to ensure them, and up to 10,000 euros for other GPSR offenses, such as missing Responsible Person details (§ 28 Product Safety Act). Other member states set their own penalties.
Who reports an accident with my product?
You as manufacturer ensure that accidents causing death or serious harm to health are notified through the Safety Business Gateway. If you are based outside the EU, your Responsible Person who learns of an accident must also ensure that it is notified (Article 20 GPSR).
Insights on this topic
Unsafe products in the UK: notifying OPSS and recalls
Unsafe product in Great Britain? When you must notify in writing, when non-UK firms notify OPSS, when recalls follow and what Northern Ireland needs.
Received a request from an authority?
Send it to us, and we look at it with you and agree the next steps.
Get in touch with our team of experts
Tell us what you manufacture and where you want to sell. We identify the requirements for EU and UK market access and come back to you with the next steps.