1. Providers of online intermediation services shall provide for an internal system for handling the complaints of business users.
That internal complaint-handling system shall be easily accessible and free of charge for business users and shall ensure handling within a reasonable time frame. It shall be based on the principles of transparency and equal treatment applied to equivalent situations, and treating complaints in a manner which is proportionate to their importance and complexity. It shall allow business users to lodge complaints directly with the provider concerned regarding any of the following issues:
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(a)
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alleged non-compliance by that provider with any obligations laid down in this Regulation which affects the business user lodging the complaint (‘the complainant’);
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(b)
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technological issues which relate directly to the provision of online intermediation services, and which affect the complainant;
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(c)
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measures taken by, or behaviour of, that provider which relate directly to the provision of the online intermediation services, and which affect the complainant.
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