31.—(1) A collective management organisation must make available to—
(a)its members,
(b)right holders who are not its members but who have a direct legal relationship with it by law or by way of assignment, licence or other contractual arrangement,
(c)collective management organisations on whose behalf it manages rights under representation agreement, and
(d)users,
effective and timely procedures for dealing with complaints.
(2) The matters covered by the procedures for dealing with complaints referred to in paragraph (1) relate in particular to—
(a)authorisation to manage rights;
(b)termination or withdrawal of rights;
(c)membership terms;
(d)the collection of amounts due to right holders;
(e)deductions and distributions; and
(f)the service provided.
(3) A collective management organisation must—
(a)respond in writing to complaints; and
(b)give reasons where it rejects a complaint.
(4) Paragraph (1)(d) does not apply where the collective management organisation is a business with fewer than ten employees and which has a turnover or balance sheet of less than 2 million euros per annum.