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Article 11 › 2

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REGULATION (EU) 2019/1150 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 20 June 2019 on promoting fairness and transparency for business users of online intermediation services (Text with EEA relevance) · European Union

As part of their internal complaint-handling system, providers of online intermediation services shall: (a) 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; (b) process complaints swiftly and effectively, taking into account the importance and complexity of the issue raised; (c) 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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Source: EUR-Lex CELLAR · retrieved 2026-08-27