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Delegated Regulation (EU) 2025/293 · binding · OJ L, 2025/293, 13.2.2025 · dated 30 Sep 2024 [in force]","attribution":{"prepared_by":"European Commission","published_by":"Publications Office of the EU","published_in":"Official Journal of the European Union","document_type":"delegated_regulation","legal_nature":"binding_adopted","addressees":"not stated in the document","dates":{"document_date":"2024-09-30","published_on":"2025-02-13","entry_into_force":"2025-03-05","locators":{"document_date":"CELLAR 32025R0293 work_date_document","published_on":"CELLAR 32025R0293 official-journal-act_date_publication","entry_into_force":"CELLAR 32025R0293 resource_legal_date_entry-into-force (earliest)"}},"adoption":null},"context":{"act":{"work_id":"mica/level-2/rts/rts-on-complaints-handling-procedures-for-issuers-of-arts","path":"/mica/level-2/rts/rts-on-complaints-handling-procedures-for-issuers-of-arts","name":"Commission Delegated Regulation (EU) 2025/293","number":"2025/293","celex":"32025R0293","title_official":"COMMISSION DELEGATED REGULATION (EU) 2025/293 of 30 September 2024 supplementing Regulation (EU) 2023/1114 of the European Parliament and of the Council with regard to regulatory technical standards specifying the requirements, templates and procedures for the handling of complaints relating to asset referenced tokens (Text with EEA relevance)","document_date":"2024-09-30"},"position":{"kind":"article","key":"2","index":2,"articles":7,"annexes":1},"prev":{"path":"/mica/level-2/rts/rts-on-complaints-handling-procedures-for-issuers-of-arts/articles/1","key":"1","title":"Article 1 — Handling of complaints and complaints management policy and function"},"next":{"path":"/mica/level-2/rts/rts-on-complaints-handling-procedures-for-issuers-of-arts/articles/3","key":"3","title":"Article 3 — Templates and recording"},"act_anchor":"#art-2"}},"provenance":{"official_url":"https://eur-lex.europa.eu/eli/reg_del/2025/293/oj/eng","check":{"result":"matched","checked_at":"2026-10-26","against":"EUR-Lex"},"repo_path":"mica/level-2/rts/rts-on-complaints-handling-procedures-for-issuers-of-arts.md","unit_text_sha256":"00b0c6dfd309a57533171cd5e36c00af4e689ff6589ba81e073f8e6c24976c65","note":"the unit is a byte-exact part of the act page, whose check record covers it"},"unit":{"locator":"mica/level-2/rts/rts-on-complaints-handling-procedures-for-issuers-of-arts/art-2","kind":"article","key":"2","heading":"Article 2 — Provision of information to the holder of asset-referenced tokens and other interested parties","text":"### <a id=\"art-2\"></a>Article 2 — Provision of information to the holder of asset-referenced tokens and other interested parties\n\n1. <a id=\"art-2-p-1\"></a>Issuers of asset-referenced tokens shall provide, on request or when acknowledging receipt of a complaint, clear, accurate and up-to-date written information about the complaints-handling procedure to the complainant. The information provided by the issuer shall include the following:\\\n   <a id=\"art-2-p-1-a\"></a>a) the conditions for the admissibility of complaints as referred to in Article 5(1), point (a);\\\n   <a id=\"art-2-p-1-b\"></a>b) details of the procedure to file a complaint, including the type of information to be provided by the complainant and the identity and contact details of the person or department to which the complaint is directed;\\\n   <a id=\"art-2-p-1-c\"></a>c) the procedure that will be followed when handling a complaint including when the receipt of the complaint will be acknowledged, indicative handling timelines and the availability of a [competent authority](https://www.headlesslaw.com/definitions/mica/competent-authority), an ombudsman or alternative dispute resolution mechanisms;\\\n   <a id=\"art-2-p-1-d\"></a>d) information that complaints are filed and handled free of charge with the issuers or, where applicable, with the third-party entities;\\\n   <a id=\"art-2-p-1-e\"></a>e) a mention of the issuer’s obligation to keep the complainant informed about the further handling of the complaint.\\\\\n2. <a id=\"art-2-p-2\"></a>Issuers of asset-referenced tokens shall publish an up-to-date description of the complaints-handling procedure as well as the template for filing complaints set out in the Annex, in an easily accessible manner, including via brochures, pamphlets, contractual documents or via their website.\n\n","marks":[],"text_hash":"00b0c6dfd309a57533171cd5e36c00af4e689ff6589ba81e073f8e6c24976c65","revision":1}}