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EUIPO Service Charter

The EUIPO Service Charter describes the level of service excellence we aim to deliver.

The Service Charter is a commitment established in the EUIPO Work Programme. It measures the Office performance against three standards: timeliness, accessibility and quality of decisions. The Office publishes its performance on a quarterly basis and revises its standards annually to reflect users’ feedback.

In the Service Charter, the performance of the timeliness graphs indicates the maximum time to deliver the specific product. The commitment levels are represented by different colours: red means that actions are needed to get the performance back on track; blue means that the Office is complying with the expected performance level; and green means that the Office is achieving the excellence level. Furthermore, for the timeliness indicators, the average time to deliver the specific product is published for information purposes.

This is a graphic representation of the performance and targets evolution of the most important indicators in the Service Charter, grouped by product. To review all indicators, historical data, and actions taken to improve the quality of EUIPO products and services please check the Service Charter Detail Report.


EU trade marks

Fast Track

In order to align the timeliness indicators for trade marks and designs, as from the beginning of 2018, all indicators previously measured in days are measured in working days (wdays). Furthermore, the start date for measuring the timeliness of this indicator is the date of payment validation instead of the filing date. Previous results have been recalculated using 2018 parameters, in order to illustrate the performance evolution.

In order to align the timeliness indicators, as from the beginning of 2018, commitments and results expressed in months are based on an average of 30.5 natural days per month. Previous results have been recalculated using 2018 parameters, in order to illustrate the performance evolution.


Quality indicators have been changed in 2018 in order to reflect the percentage of cases compliant with the quality criteria. The cases are checked through the Internal Quality Checks (IQC). These changes aim to align the Service Charter methodology with the one used by the EUIPO users in SQAP (Stakeholder Quality Assurance Panels)

Standard Track


As from the beginning of 2018, this indicator is measured in months based on an average of 30.5 natural days per month instead of weeks. Previous commitments and results have been recalculated in months.

In order to align the timeliness indicators, as from the beginning of 2018, commitments and results for all the indicators expressed in months will be based on an average of 30.5 natural days per month.


Quality indicators have been changed in 2018 in order to reflect the percentage of cases compliant with the quality criteria. The cases are checked through the Internal Quality Checks (IQC). These changes aim to align the Service Charter methodology with the one used by the EUIPO users in SQAP (Stakeholder Quality Assurance Panels)

International Registrations

In order to align the timeliness indicators, as from the beginning of 2018, commitments and results for all the indicators expressed in months will be based on an average of 30.5 natural days per month.

Oppositions

In order to align the timeliness indicators, as from the beginning of 2018, commitments and results for all the indicators expressed in months will be based on an average of 30.5 natural days per month.


Quality indicators have been changed in 2018 in order to reflect the percentage of cases compliant with the quality criteria. The cases are checked through the Internal Quality Checks (IQC). These changes aim to align the Service Charter methodology with the one used by the EUIPO users in SQAP (Stakeholder Quality Assurance Panels)

Cancellations

In order to align the timeliness indicators, as from the beginning of 2018, commitments and results for all the indicators expressed in months will be based on an average of 30.5 natural days per month.


Quality indicators have been changed in 2018 in order to reflect the percentage of cases compliant with the quality criteria. The cases are checked through the Internal Quality Checks (IQC). These changes aim to align the Service Charter methodology with the one used by the EUIPO users in SQAP (Stakeholder Quality Assurance Panels)

RCDs

Fast Track

As from the beginning of 2018,the start date for measuring the timeliness of this indicator is the date of payment validation instead of the filing date. Previous results have been recalculated using 2018 parameters, in order to illustrate the performance evolution.


Quality indicators have been changed in 2018 in order to reflect the percentage of cases compliant with the quality criteria. The cases are checked through the Internal Quality Checks (IQC). These changes aim to align the Service Charter methodology with the one used by the EUIPO users in SQAP (Stakeholder Quality Assurance Panels)

Standard Track

As from the beginning of 2018,the start date for measuring the timeliness of this indicator is the date of payment validation instead of the filing date. Previous results have been recalculated using 2018 parameters, in order to illustrate the performance evolution.


Quality indicators have been changed in 2018 in order to reflect the percentage of cases compliant with the quality criteria. The cases are checked through the Internal Quality Checks (IQC). These changes aim to align the Service Charter methodology with the one used by the EUIPO users in SQAP (Stakeholder Quality Assurance Panels)

Invalidities

In order to align the timeliness indicators, as from the beginning of 2018, commitments and results for all the indicators expressed in months will be based on an average of 30.5 natural days per month.


Quality indicators have been changed in 2018 in order to reflect the percentage of cases compliant with the quality criteria. The cases are checked through the Internal Quality Checks (IQC). These changes aim to align the Service Charter methodology with the one used by the EUIPO users in SQAP (Stakeholder Quality Assurance Panels)

Other

Recordals

The EUTM & RCD Recordals Timeliness indicator is measuring several types of recordals (i.e. Change of Name/Representative, Transfers (EUTM/RCD), Corrections (EUTM/RCD), Seniority (EUTM)). All these recordals represent approximately 85% of all recordals received. As this indicator has been included in the Service Charter as from 2020, the previous figures have been calculated using 2020 parameters to illustrate the evolution. More information about Recordals can be found at the related page in the EUIPO website.


Appeals

As per the commitment stated in the EUIPO Strategic Plan 2020, in 2018 the universe of cases for Appeal decisions indicators has been increased from 75% to 85%.

As per the commitment stated in the EUIPO Strategic Plan 2020, in 2018 the universe of cases for Appeal decisions indicators has been increased from 75% to 85%.

Accessibility

In order to align the timeliness indicators for trade marks and designs, as from the beginning of 2018, all indicators previously measured in days are measured in working days (wdays). Previous results have been recalculated using 2018 parameters, in order to illustrate the performance evolution.

In order to align the timeliness indicators for trade marks and designs, as from the beginning of 2018, all indicators previously measured in days are measured in working days (wdays). Previous results have been recalculated using 2018 parameters, in order to illustrate the performance evolution.



Последна актуализация на страницата 30-04-2020
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