On 5 April 2013, the European Insurance and Occupational Pensions Authority (EIOPA) published a consultation paper concerning guidelines on complaints-handling by insurance intermediaries and a draft report on best practices in this regard. The proposed guidelines address issues relating to (a) internal control systems and follow-up procedures, (b) the provision of information and complaints handling procedures to customers and (c) procedures for responding to complaints. Comments are invited by 28 June 2013, and must be submitted on a responses template also published by EIOPA. EIOPA expects to publish finalised guidelines during the third quarter of 2013, following which Member State supervisory authorities will be expected to adhere to them on a 'comply or explain' basis.