Consumer and end-user complaints received
Measurement answer
What this metric measures
Source-reported number of complaint records received from or on behalf of consumers or end-users through the declared channels during the reporting period.
Specification
Metric specification
- Result format
- Structured table
- Unit
- Distinct consumer or end-user complaint records received
- Reporting basis
- Reporting period
- Aggregation
- Add only non-overlapping records after applying the stated identity and deduplication controls
- Pillar
- Social
- Topic
- Consumers and product responsibility
- Controlled domain
- Consumers and end users
- Entity type
- Metric
Reporting boundary
Count complaint records received within one channel population and period. Add only disjoint channel or subject rows after duplicate, merged and reopened-case treatment.
Verified source occurrences
Framework coverage
This is one canonical metric. The bindings below show every verified framework occurrence without creating duplicate metric pages. Edition, disclosure, role, and relationship remain source-specific.
- Adopting DisclosureSource evidence
European Sustainability Reporting Standards
- Publisher
- European Union
- Edition
- Consolidated 1 January 2025
- Requirement
- Not Specified
- Relationship
- Defines Disclosure
- Mapping outcome
- Direct Evidence
- Source locator
- ESRS S4 paragraphs 23-27, PDF page 282; Application Requirements 21-24, PDF page 289
Value structure
Dimensions and units
- Unit
- Distinct consumer or end-user complaint records received
- Reporting basis
- Reporting period
Unit meaning: A non-negative count of complaint records accepted during the period under the stated channel and deduplication rules; it is not a count of unique people.
Table fields and units
- Channel
- Consumer or end-user population
- Complaint subject
- Records received
- Received date or period
- Case state
- Duplicate treatment
Published dimensions
- consumer or end-user population
- channel
- subject taxonomy
- product or service
- market and jurisdiction
- received date
- case state
- duplicate treatment
- privacy and assurance state
Disclosure method
Formula information
- Status
- Not applicable
- Formula type
- Structured Disclosure
Disclosure form
No single formulaPopulate the structured fields from qualifying source observations and retain each field-level unit, boundary, status, and method; do not collapse the disclosure into one calculated value.
Verified sources
Evidence and status sources
Sustopedia checked each record-specific claim directly against primary publisher material. Labels distinguish current measurement authority from future compatibility and corroborative, legal, edition, or method status context. Corroborative evidence can support a stated limitation but cannot establish the core measurement by itself.
Measurement evidence
- Measurement evidenceChecked 15 August 2026
Commission Delegated Regulation (EU) 2023/2772, consolidated display
- Publisher
- European Union
- Edition
- Consolidated 1 January 2025
- Locator
- ESRS S4 paragraphs 23-27, PDF page 282; Application Requirements 21-24, PDF page 289
Supports: Supports a channel-qualified consumer and end-user complaint profile and optional complaint count.
Open official source
Use with context
Interpretation boundaries
Method disclosures required
Source-edition basis: Commission Delegated Regulation (EU) 2023/2772 consolidated 1 January 2025, with current phase-in context.
- Define the eligible consumer or end-user channel population.
- State the subject taxonomy, reporting period and deduplication rules.
- Keep receipt, substantiation, finding, resolution and remedy states separate.
Record-specific limitations
- The count depends on channel awareness, accessibility, trust, intake policy and classification.
- It does not measure unique people, severity, substantiation, fault, resolution quality or remedy.
Interpret this metric with the stated reporting boundary, period convention, value shape, and unit. Results prepared with different boundaries or conventions may not be directly comparable.
Measurement evidence supports the core record-specific claims described above. Corroborative evidence can support limitations, while compatibility and status sources provide their separately labelled context. None of these cards by itself determines an organisation's legal applicability, filing readiness, assurance status, or compliance conclusion.