Once the complaint system is implemented and users have submitted a complaint, the HSP will review the complaint and communicate the decision to the complainant within no more than two weeks for cases engaging the TCO Regulation.
There are two possible outcomes of the review process, listed in the following table.
| Outcome A 1. User complaint against content removal upheld | Outcome B 2. User complaint against content removal dismissed |
|---|---|
| Result: The complaint against the content removal is justified and it is therefore allowed. | Result: The complaint against the content removal is not justified and is therefore dismissed. |
| Meaning: The content has been improperly removed, deleted or otherwise moderated. | Meaning: The content has been properly removed, deleted or otherwise moderated. |
| Further procedure: The HSP (1) informs the complainant of the result of the review and (2) restores the content. If the content is restored or unblocked, further legal claims against the decision of the HSP or the competent authority can still be pursued. | Further procedure: The HSP (1) informs the complainant of the result of the review and (2) gives the user the reasons for this decision. |