de fournir gratuitement une adresse chargée de recevoir les plaintes qui leur sont destinées et, s'ils mettent à disposition un service d'assistance téléphonique à l'occasion d'une promotion des ventes, de veiller à ce que les communications soient gratuites et à ce que des ressources suffisantes soient affectées à son fonctionnement;
provide, free of charge, an address to which complaints can be directed to them and, where a promoter provided a telephone advice service in connection with a sales promotion, the promoter would have to ensure that this was provided free of charge and that appropriate resources were dedicated to its operation.