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:

(a) alleged non-compliance by that provider with any obligations laid down in this Regulation which affects the business user lodging the complaint (‘the complainant’);

(b) technological issues which relate directly to the provision of online intermediation services, and which affect the complainant;

(c) measures taken by, or behaviour of, that provider which relate directly to the provision of the online intermediation services, and which affect the complainant.

2. As part of their internal complaint-handling system, providers of online intermediation services shall: