Quote

"Internet service providers should put in place appropriate, clear, open and efficient procedures to respond within reasonable time limits to complaints from Internet users alleging breaches of the principles included in the foregoing provisions. Internet users should have the possibility to refer the matter directly to competent authorities within each member State and be entitled to timely redress."

Document

CoE (Committee of Ministers): Recommendation Rec(2016)1 of the Committee of Ministers to Member States on Protecting and Promoting the Right to Freedom of Expression and the Right to Private Life with Regard to Network Neutrality, para. 6.1

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Recommendation Rec(2016)1 of the Committee of Ministers to Member States on Protecting and Promoting the Right to Freedom of Expression and the Right to Private Life with Regard to Network Neutrality

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Summaries

Everyone has the right to an effective remedy by a competent national tribunal for acts that violate his or her rights or freedoms.
Internet intermediaries should recognize and protect human rights online, including through accessible and effective complaint and redress mechanisms.