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An integral part of quality is the provision in good time of searches, examinations, and opposition decisions.
|Search timeliness1||All searches (in months)||4.1||4.3|
|Examination timeliness2||European examination (in months)||26.1||23.7|
|Duration of opposition
|All oppositions (in months)||17.5||15.4|
|% of international
|Time to accelerated
The EPO has set up Customer Services helpdesk and Customer Relationship Management System to handle users' queries. More information on the EPO's Customer Service Charter.
|Timeliness of response
to telephone enquiries
|Calls to Customer services answered
within target time (2020: 10 seconds; 2019: 20 seconds)
|Calls to EPO switchboards answered
within 20 seconds
|Resolution of customer
|% Breakdown by issue|
|Examiner products and services||35%||38%|
|Formalities products and services||23%||21%|
|Other products and services||42%||41%|
|% registered online||50%||46%|
|% complaints replied to within 20 business days7||87%||88%|