INFORMATION FROM THE EPO
Notice from the European Patent Office concerning improvements to EPO customer services
To cater for increasing demand from patent system users, the EPO has initiated a major programme to improve IT support for the filing and processing of patent applications ("IT Roadmap"). In the context of these changes it is also implementing a strategy to improve the quality, availability and timeliness of its customer services.
In the age of web services and social media, more efficient ways to meet customer needs and to improve the customer experience are being put in place. To reinforce this service orientation, the EPO is implementing new tools and processes.
The initial improvements have focused on phone calls to examiners and formalities officers, ensuring systematic message handling and timely replies, even in the case of absence, and implementing a new audible menu system. An international freephone number for customer services, accessible from the Organisation's member states (insofar as national regulations provide for such a service), has also been introduced in response to external feedback.
In the months ahead, the existing multiple contact details will be replaced by a single set of customer service contact points. For more information, please visit the EPO website under "Contact", www.epo.org/contact.
All publications and legal texts (including those the EPO charges for) can be ordered online. The order form is available via the EPO website, www.epo.org/order.
The services previously offered to the very small number of ad hoc visitors to the Information Offices in Munich and The Hague will be replaced by enhanced online and telephone options as from 1 April 2013. Should a face-to-face consultation be desired nonetheless, this can be arranged by appointment through the use of a dedicated contact form available on the EPO website, www.epo.org/contact.