2. As part of their internal complaint-handling system, providers of online intermediation services shall:
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(a)
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duly consider complaints lodged and the follow-up which they may need to give to the complaint in order to adequately address the issue raised;
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(b)
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process complaints swiftly and effectively, taking into account the importance and complexity of the issue raised;
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(c)
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communicate to the complainant the outcome of the internal complaint-handling process, in an individualised manner and drafted in plain and intelligible language.
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