keyboard_tab REGIS - Reg. Intermediation Services 2019/1150 EN
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- shall 19
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- business 14
- mediation 12
- complaints 10
- they 9
- which 9
- internal 8
- users 8
- system 7
- complaint-handling 7
- information 7
- concerned 6
- user 6
- provider 6
- article 6
- providers 6
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- process 4
- mediators 4
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- within 3
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- conditions 3
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Article 11
Internal complaint-handling system
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:
| (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. |
3. Providers of online_intermediation_services shall provide in their terms_and_conditions all relevant information relating to the access to and functioning of their internal complaint-handling system.
4. Providers of online_intermediation_services shall establish and make easily available to the public information on the functioning and effectiveness of their internal complaint-handling system. They shall verify the information at least annually and where significant changes are needed, they shall update that information.
That information shall include the total number of complaints lodged, the main types of complaints, the average time period needed to process the complaints and aggregated information regarding the outcome of the complaints.
5. The provisions of this Article shall not apply to providers of online_intermediation_services that are small enterprises within the meaning of the Annex to Recommendation 2003/361/EC.
Article 12
Mediation
1. Providers of online_intermediation_services shall identify in their terms_and_conditions two or more mediators with which they are willing to engage to attempt to reach an agreement with business_users on the settlement, out of court, of any disputes between the provider and the business_user arising in relation to the provision of the online_intermediation_services concerned, including complaints that could not be resolved by means of the internal complaint-handling system referred to in Article 11.
Providers of online_intermediation_services may only identify mediators providing their mediation services from a location outside the Union where it is ensured that the business_users concerned are not effectively deprived of the benefit of any legal safeguards laid down in Union law or the law of the Member States as a consequence of the mediators providing those services from outside the Union.
2. The mediators referred to in paragraph 1 shall meet the following requirements:
| (a) | they are impartial and independent; |
| (b) | their mediation services are affordable for business_users of the online_intermediation_services concerned; |
| (c) | they are capable of providing their mediation services in the language of the terms_and_conditions which govern the contractual relationship between the provider of online_intermediation_services and the business_user concerned; |
| (d) | they are easily accessible either physically in the place of establishment or residence of the business_user, or remotely using communication technologies; |
| (e) | they are capable of providing their mediation services without undue delay; |
| (f) | they have a sufficient understanding of general business-to-business commercial relations, allowing them to contribute effectively to the attempt to settle the disputes. |
3. Notwithstanding the voluntary nature of mediation, providers of online_intermediation_services and business_users shall engage in good faith throughout any mediation attempts conducted pursuant to this Article.
4. Providers of online_intermediation_services shall bear a reasonable proportion of the total costs of mediation in each individual case. A reasonable proportion of those total costs shall be determined, on the basis of a suggestion by the mediator, by taking into account all relevant elements of the case at hand, in particular the relative merits of the claims of the parties to the dispute, the conduct of the parties, as well as the size and financial strength of the parties relative to one another.
5. Any attempt to reach an agreement through mediation on the settlement of a dispute in accordance with this Article shall not affect the rights of the providers of online_intermediation_services and of the business_users concerned to initiate judicial proceedings at any time before, during or after the mediation process.
6. If requested by a business_user, before entering into or during mediation, the provider of online_intermediation_services shall make available, to the business_user, information on the functioning and effectiveness of mediation related to its activities.
7. The obligation set out in paragraph 1 shall not apply to providers of online_intermediation_services that are small enterprises within the meaning of the Annex to Recommendation 2003/361/EC.
whereas