We have set up a User Services helpdesk and Customer Relationship Management System to handle your queries on the following:
Excellence is a vital component of the services we offer which is why we strive to ensure that:
There are a number of different ways to contact our User Services, all of which are summarised on the contact page of our website: www.epo.org/contact
Our contact form is available 24/7 at www.epo.org/contact-form. In the unlikely event that you encounter a problem with the form, your enquiry can also be sent to: support@epo.org.
You will be reassured to learn that we strive to answer 95% of all calls within 10 seconds. Contact us on our freephone number between 08:00 to 18:00 CET, Monday to Friday.
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Freephone number |
00800 80 20 20 20 |
Our free service is currently available from: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Isle of Man, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom
The freephone number for Türkiye is 00 800 491 80 20 20 20
If the freephone number is not available from your country, our customer services can also be contacted on:
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Munich: |
+49 (0)89 2399-4500 |
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The Hague: |
+31 (0)70 340-4500 |
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Berlin: |
+49 (0)30 25901-4500 |
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Vienna: |
+43 (0)1 52126-4500 |
We review our User Services every month to see how and where we can perform better. To ensure total transparency in this regard, we publish our key performance measurements on our website every year.
We value all feedback that could help us improve our communication or services. We invite you to share any input you may have by using the feedback form.
If any of our services fall short of your expectations please let us know on the form provided at www.epo.org/complaints.
The Ombuds Office will help you to get things back on track if you have been unable to resolve matters to your satisfaction by going through the formal channels. Email us at Ombuds@epo.org.
Get the information you need at www.epo.org. It's updated daily and offers extensive background information on the European patent system, our products and services, as well as legal texts. Our FAQs cover all our customers' main areas of concern and they are constantly improved, based on user feedback. We encourage you to visit the following:
In order to ensure that you receive a competent and timely response (and to monitor our service levels) we have set up Customer Relationship Management and a ticketing system.
When submitting an enquiry you will automatically be asked to provide the necessary details required for ticketing. It only takes you a few minutes and this makes it possible for us to reliably track your request.
Whether contacting us via form or by phone, please describe your enquiry as precisely as possible so we can clearly identify the issue and address it to the most competent expert.
If you have a procedural request (e.g. filing of documents, payment instructions, and requests for time limit extensions), please note that it should be filed online, sent by post or faxed as contact forms and e-mails have no legal validity in proceedings under either the EPC or PCT. Read more at www.epo.org/service-support/contact-us/disclaimer
If you need to be connected directly to a specific department for any non-patent related enquiry, then contact our switchboards directly:
Munich: +49 (0)89 2399-0
The Hague: +31 (0)70 340-2040
Berlin: +49 (0)30 25901-0
Vienna: +43 (0)1 52126-0
We commit to strive to answer 95% of all calls to our switchboards within 10 seconds.
With the support of independent research institutes, we run regular surveys to monitor customer satisfaction. We would very much appreciate your participation so we can discover how best to improve our services to you.
