Article 108 Complaints-handling by competent authorities

This article establishes the complaints infrastructure that sits alongside the supervisory framework.

It requires competent authorities to create formal procedures through which clients, consumer associations, and other interested parties can raise alleged infringements of the regulation against offerors, issuers, persons seeking admission to trading, or crypto-asset service providers.

The article then adds a transparency layer by requiring that information about these procedures be publicly accessible and linked through ESMA's crypto-asset register, which is governed by Article 109.

Important points:

• Competent authorities are required to set up complaints procedures accepting submissions in writing, including electronically, in an official language of the relevant Member State.
• Competent authorities must publish their complaints-handling procedures on their websites and communicate them to EBA and ESMA.
• ESMA is required to publish hyperlinks to those procedures within its crypto-asset register under Article 109.