Chapter VI, Article 15 · Commission Implementing Regulation (EU) 2024/2981

Article 15Complaints and appeals#

National certification schemes shall contain procedures or references to the applicable national legislation, which define the mechanism to effectively lodge and handle complaints and appeals in relation to their implementation of the certification scheme or to a certificate of conformity issued. These procedures shall include the provision of information to the complainant of the progress of the proceedings and on the decision taken, and information to the complainant on the right to an effective judicial remedy. National certification schemes shall require that all complaints and appeals that have not been or cannot be resolved by the certification body are sent to the scheme owner for assessment and resolution.

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Defined terms · 14

Show every defined term

certification body
means a third-party conformity assessment body operating certification schemes;
critical assets
means assets within or in relation to a wallet unit of such extraordinary importance that where their availability, confidentiality or integrity are compromised, this would have a very serious, debilitating effect on the ability to rely on the wallet unit;
embedded disclosure policy
means a set of rules, embedded in an electronic attestation of attributes by its provider, that indicates the conditions that a wallet-relying party has to meet to access the electronic attestation of attributes.
incident
means an incident as defined in point (6) of Article 6 of Directive (EU) 2022/2555 of the European Parliament and of the Council;
object of certification
means products, processes and services or a combination thereof to which specified requirements apply;
risk register
means a record of information relevant to the certification process about identified risks;
scheme owner
means an organisation which is responsible for developing and maintaining a certification scheme;
wallet instance
means the application installed and configured on a wallet user’s device or environment, which is part of a wallet unit, and that the wallet user uses to interact with the wallet unit;
wallet provider
means a natural or legal person who provides wallet solutions;
wallet secure cryptographic application
means an application that manages critical assets by being linked to and using the cryptographic and non-cryptographic functions provided by the wallet secure cryptographic device;
wallet secure cryptographic device
means a tamper-resistant device that provides an environment that is linked to and used by the wallet secure cryptographic application to protect critical assets and provide cryptographic functions for the secure execution of critical operations;
wallet solution
means a combination of software, hardware, services, settings, and configurations, including wallet instances, one or more wallet secure cryptographic applications and one or more wallet secure cryptographic devices;
wallet unit
means a unique configuration of a wallet solution that includes wallet instances, wallet secure cryptographic applications and wallet secure cryptographic devices provided by a wallet provider to an individual wallet user;
wallet user
means a user who is in control of the wallet unit;