What does my Responsible Person do when market surveillance authorities make contact?

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Jason van de Zande

When a market surveillance authority contacts your responsible person, their role is to act as the EU-based point of contact for cooperation and documentation, respond on time, and coordinate facts and documents with the manufacturer and other economic operators. The safest approach is structured triage, controlled communications, and complete, consistent submissions. Below are the first steps to take, what authorities can request under the General Product Safety Regulation (EU) 2023/988 (GPSR), and how to manage corrective actions.

What should the Responsible Person do first when a market surveillance authority contacts them?

The responsible person should first confirm that the authority is competent, confirm which product and issue the request covers, and acknowledge receipt while logging all deadlines. Next, preserve relevant records, inform the manufacturer and any involved economic operators, and collect facts before making any statements about compliance or risk. The goal is a timely, accurate response that protects traceability and avoids contradictions.

  • Verify identity and scope: check the authority’s name, case reference, legal basis cited, product identifiers, and the Member State involved.
  • Acknowledge receipt in writing, ask for clarification if the request is unclear, and confirm the response channel.
  • Record deadlines, requested formats, and any language requirements.
  • Preserve documents and communications, including listing screenshots, label artwork, and version-controlled instructions.
  • Notify the manufacturer promptly and align on a single internal owner for technical answers.
  • Avoid admissions or speculative explanations until the technical file and facts have been reviewed.

What information can market surveillance authorities request under the GPSR, and how should it be provided?

Under the GPSR and the Market Surveillance Regulation (EU) 2019/1020 (MSR), authorities can request information and documentation that demonstrate product safety and traceability, and they can require it in a language they can understand. The responsible person should provide complete, consistent, and well-organized submissions, matching the exact product identifiers and versions sold, and keeping a clear record of what was sent and when.

Common request items include:

  • Technical documentation demonstrating product safety, including the manufacturer’s internal risk analysis or risk assessment.
  • Product identification and traceability data, such as model, type, batch and serial numbers, and supply chain contacts.
  • Labelling and product information, including responsible person contact details, warnings, and safety instructions.
  • Test reports or other evidence supporting safety claims, where relevant to the product and hazards.
  • Consumer complaints and accident information held by the economic operator, plus any investigation notes.
  • Corrective actions already taken or proposed, including withdrawal, consumer warnings, repair, replacement, or recall planning.

Good practice is to submit a structured index, use consistent filenames, and include a short cover note that maps each authority question to the exact document section that answers it.

How should the Responsible Person manage corrective actions, recalls, and communications with authorities?

The responsible person should coordinate corrective actions by aligning the manufacturer, supply chain, and marketplaces on a single plan, then documenting execution and keeping authorities informed as required. Under the GPSR and MSR, cooperation is expected, and authorities can order measures, including withdrawal or recall. The responsible person should focus on rapid containment, clear consumer information, and evidence that actions match the identified risk.

  1. Confirm the issue, affected SKUs, and distribution footprint, including online listings and fulfilment locations.
  2. Agree corrective options with the manufacturer, such as updated instructions, label changes, product modification, withdrawal, or recall.
  3. Coordinate with distributors and online marketplaces to disable offers, push safety messages, and support consumer contact where applicable.
  4. Prepare a communications pack: Q&A, consumer notice text, product identification guide, and return or remedy instructions.
  5. Maintain an action log with dates, versions, and proof of implementation, including screenshots and copies of notices.

Where Safety Gate or other authority workflows apply, follow the authority’s instructions and keep submissions consistent with the technical documentation and the public-facing consumer message.

How EARP helps with market surveillance authority contact under the GPSR

[COMPANY] supports responsible person duties during authority contact by providing structured, EU-based regulatory coordination and documentation readiness so that responses remain timely and consistent. We help by:

  • Acting as the liaison for authority communications and deadline tracking.
  • Running document presence and completeness checks aligned with GPSR and MSR expectations.
  • Providing secure technical documentation storage and rapid retrieval for authority requests.
  • Supporting response drafting, submission packaging, and version control to avoid inconsistencies.
  • Coordinating escalation and corrective action workflows with manufacturers and marketplaces.

See our services, or contact us to discuss how we can support your GPSR responsible person needs when an authority reaches out.

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