{
  "url": "https://openlegislation.uk/eu-regulation-2020-1121/article-4",
  "json_url": "https://openlegislation.uk/eu-regulation-2020-1121/article-4.json",
  "legislation": "eur/2020/1121",
  "legislation_title": "Commission Implementing Regulation (EU) 2020/1121 of 29 July 2020 on the collection and sharing of user statistics and feedback on the services of the single digital gateway in accordance with Regulation (EU) 2018/1724 of the European Parliament and of the Council (Text with EEA relevance)",
  "legislation_url": "https://openlegislation.uk/eu-regulation-2020-1121",
  "path": "article/4",
  "kind": "article",
  "number": "4",
  "heading": "Collection, aggregation and transmission of statistics relating to assistance and problem-solving services",
  "text": "1. For the purposes of this Chapter, a request for an assistance and problem-solving service means any request submitted through an online form, email or any other communication means. Where the providers of an assistance and problem-solving service or network managers decide that it is not feasible to include statistics on requests received through phone calls, online chats, or visits in person, they shall inform the Commission thereof.\n2. Providers of assistance and problem-solving services or network managers shall communicate the number of requests to the common data repository broken down into requests:\n(a) from citizens or from businesses;\n(b) from users in a cross-border situation or from those in a national situation.\nThe division of requests into categories referred to in point (a) and (b) shall not apply where the service is only offered to one of the two categories of users referred to in points (a) and (b).\n3. For the purpose of paragraph 2(b) a user in a cross-border situation means a user in a situation which is not confined in all respects within a single Member State.\n4. For the purpose of collecting statistics on the subject matter of specific requests made, the provider of assistance and problem-solving service or a network manager shall provide the Commission with a list of categories for the subject matters, prior to the inclusion of such service in the gateway.\n5. The response time shall be calculated from the receipt of the request to the final response or closure of the case, on the same basis as the applicable deadlines to be respected or the average or estimated time required to deliver the service, referred to in Article 11(1)(d) of Regulation (EU) 2018/1724.\n6. The response times shall be calculated as an average in calendar days of the response times over a period of 6 months.\n7. The statistics shall be collected and aggregated at the level of each individual provider of the assistance and problem-solving service and shall indicate the Member State of the provider of the service. The Commission shall agree on the modalities of transmission of statistics to the common data repository with the provider of the assistance and problem-solving service or with a network manager prior to the inclusion of service in the gateway.\n8. The providers of assistance and problem-solving services or the network managers shall transmit the aggregated statistics twice a year. For the period from 1 January to 30 June the aggregated statistics shall be transmitted by 31 August, and for the period from 1 July to 31 December by 28 February of the following year, unless otherwise agreed with the Commission.",
  "extent": "E+W+S+N.I.",
  "status": null,
  "version": "current",
  "annotations": [],
  "outstanding_effects": [],
  "provenance": {
    "source": "legislation.gov.uk",
    "source_url": "https://www.legislation.gov.uk/eur/2020/1121/article/4",
    "retrieved_at": "2026-11-01T14:42:30.792558+00:00"
  },
  "licence": "Open Government Licence v3.0",
  "licence_url": "https://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/",
  "attribution": "Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives."
}