Platform-to-Business Regulation · Regulation (EU) 2019/1150
Article 11
Compare the available Commission, Council and Parliament texts and amendments affecting this article.
Article total: 1 part · 4 Council drafts · 1 Parliament amendment
Removed wording is struck through; added or replacement wording is highlighted.
Institutional text
European Commission proposal
All Commission’s changes to Platform-to-Business RegulationThe wording proposed by the Commission at the start of this legislative file.
Full article with Commission changes
Article with proposed changes
Official consolidated text dated 20 June 2019, with the Commission proposal change affecting this article applied.
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.
- (a)
- 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.
- (a)
- 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.
No standalone Commission wording is mapped to this tracked part. A newly proposed provision may have no earlier text of its own.
Commission source wording and instructions
Article 11
Commission proposal
2. By way of derogation from paragraph 1, the following provisions shall continue to apply until 31 December 2032: (a) Article 2, point (1); (b) Article 2, point (2); (c) Article 2, point (5); (d) Article 4; (e) Article 11; (f) Article 15.
Institutional text
Council Presidency texts
Successive Presidency compromise texts. Their inclusion does not imply agreement or adoption.
No Council wording is mapped to this tracked part.
Article in May Presidency compromise Council text
Comparison basis: Existing law (20 June 2019) compared with May Presidency compromise (21 May 2026)
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.
- (a)
- 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.
- (a)
- 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 11
May Presidency compromise
Proposed change withdrawn
This Council draft strikes the proposed change. This withdraws proposal wording; it does not delete wording from existing law.
Article in June Presidency compromise · 10 June Council text
Comparison basis: Existing law (20 June 2019) compared with June Presidency compromise · 10 June (10 June 2026)
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.
- (a)
- 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.
- (a)
- 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 11
June Presidency compromise · 10 June
Proposed change withdrawn
This Council draft strikes the proposed change. This withdraws proposal wording; it does not delete wording from existing law.
Article in June Presidency compromise · 18 June Council text
Comparison basis: Existing law (20 June 2019) compared with June Presidency compromise · 18 June (18 June 2026)
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.
- (a)
- 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.
- (a)
- 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 11
June Presidency compromise · 18 June
Proposed change withdrawn
This Council draft strikes the proposed change. This withdraws proposal wording; it does not delete wording from existing law.
Article in September Presidency compromise Council text
Comparison basis: Existing law (20 June 2019) compared with September Presidency compromise (3 September 2026)
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.
- (a)
- 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.
- (a)
- 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.
repeal of Regulation (EU) 2022/868 Chapters III-VII and Regulation (EU) 2018/1807
September Presidency compromise
Exact provision wording unavailable within a wider Council operation
This provision forms part of a wider Council operation. Its wording is not available separately here; open the official source for the full passage.
Official source passage and amending instruction
– 2. The following acts are repealed : a) Chapters III, IV, V, VI, VII of Regulation (EU) 2022/868; b) Regulation (EU) 2018/1807;
Article 11 4 Council drafts
Article 11
21 May 2026 · May Presidency compromise
Proposed change withdrawn
This Council draft strikes the proposed change. This withdraws proposal wording; it does not delete wording from existing law.
Article 11
10 June 2026 · June Presidency compromise · 10 June
Proposed change withdrawn
This Council draft strikes the proposed change. This withdraws proposal wording; it does not delete wording from existing law.
Article 11
18 June 2026 · June Presidency compromise · 18 June
Proposed change withdrawn
This Council draft strikes the proposed change. This withdraws proposal wording; it does not delete wording from existing law.
repeal of Regulation (EU) 2022/868 Chapters III-VII and Regulation (EU) 2018/1807
3 September 2026 · September Presidency compromise
Exact provision wording unavailable within a wider Council operation
This provision forms part of a wider Council operation. Its wording is not available separately here; open the official source for the full passage.
Official source passage and amending instruction
– 2. The following acts are repealed : a) Chapters III, IV, V, VI, VII of Regulation (EU) 2022/868; b) Regulation (EU) 2018/1807;
Competing proposals
European Parliament amendments
These are alternative tabled amendments. An amendment affecting several tracked parts appears once here, with each target identified.
More filters
Remove proposed wording Amendment 531 · Virginie Joron IMCO
against:
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.
- (a)
- 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.
- (a)
- 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.
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Article 11
Wording reproduced in the amendment → Amendment 531 · IMCO amendments 329–532 to the draft opinion: removal
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Amendment 531 · IMCO amendments 329–532 to the draft opinion: removal
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