(1) Service providers must make available to users and rightholders an effective, free and expeditious complaints procedure in respect of the blocking and the communication to the public of protected works.
(2) Complaints must be substantiated.
(3) Service providers are obliged to immediately
1. notify the complaint to all the parties involved,
2. give all the parties involved the opportunity to comment, and
3. decide on the complaint, at the latest within one week after its submission.
(4) If, following an assessment by a natural person, a trustworthy rightholder declares that the presumption under section 9 (2) is to be rebutted and that the continued communication to the public substantially impairs the economic exploitation of the work, the service provider is, in derogation of section 9 (1), obliged to immediately block the work up until the conclusion of the complaints procedure.
(5) Decisions on complaints must be made by impartial natural persons.