(1) Complaints alleging an infringement of Regulation (EU) 2024/1689 may, without prejudice to the requirements of Article 85 of Regulation (EU) 2024/1689, be lodged with the Federal Network Agency (Bundesnetzagentur) as the Central Complaints Office.
(2) The Central Complaints Office shall forward complaints as follows:
a complaint that falls within the responsibility of a market surveillance authority under section 2(2) to (8), to the competent authority or the competent single point of contact, or
a complaint that also falls within the responsibility of an authority or public body under Article 77(1) of Regulation (EU) 2024/1689, to that authority or body.
Without prejudice to the information obligations concerning personal data under Regulation (EU) 2016/679, in the case of the first sentence, point (1), the complainant shall be informed by the Central Complaints Office which authority under section 2(2) to (8) is responsible for the complaint and that the complaint has been passed on to that authority or the competent single point of contact.
(3) To perform its tasks as the Central Complaints Office, the Federal Network Agency shall set up a complaints management system that is designed to be easily accessible, barrier-free and user-friendly, and that enables affected persons to lodge sufficiently precise and adequately reasoned complaints.
(4) Where a complaint alleging an infringement of Regulation (EU) 2024/1689 is lodged with a market surveillance authority under section 2(2) to (8), that authority shall forward the complaint to the Federal Network Agency unless it falls within its own responsibility. Otherwise, the market surveillance authority shall provide the Federal Network Agency with a copy of the complaint in text form.