PROIEX Content Notices, Moderation Appeals and Complaints
Document key: content_complaints Document version: 1.0 Effective date: [PUBLICATION DATE]
This page explains how to report unlawful property listings or other content, challenge a PROIEX moderation decision, and make a service complaint. Consumer-contract complaints and Digital Services Act (“DSA”) content notices are different procedures; using one does not remove a legal right under the other.
1. Contact points
- General service complaint: complaints@proiex.com
- Notice of allegedly illegal content: [STRUCTURED NOTICE FORM URL] or content-notice@proiex.com
- DSA contact for users: dsa@proiex.com
- DSA contact for authorities: [DEDICATED AUTHORITY CHANNEL / EMAIL]
- Security vulnerability or credential exposure: security@proiex.com
- Privacy request or complaint: privacy@proiex.com
- Postal notices: [LEGAL NOTICE ADDRESS]
Accepted DSA-contact languages: [LANGUAGES, INCLUDING AT LEAST ONE OFFICIAL EU LANGUAGE AGREED WITH THE DIGITAL SERVICES COORDINATOR]. Emergency or legally prescribed authority channels remain unaffected.
2. Reporting allegedly illegal content
Use the structured form wherever possible. A sufficiently precise notice should include:
- a clear explanation of why the specific information is alleged to be illegal, including the relevant law where known;
- the exact URL, property/listing ID or other information that lets us locate it;
- your name and email address, except where the law permits an anonymous notice for the alleged offence concerned;
- a good-faith statement that the information and allegations are accurate and complete; and
- supporting evidence that is necessary and proportionate, with sensitive data redacted where possible.
Reports may concern, for example, a listing offered without authority, fraud, unlawful discrimination, unsafe or prohibited property content, intellectual-property infringement or unlawful disclosure of personal data. A disagreement about price or property quality is not automatically illegal content, but may be submitted as a service complaint.
We acknowledge an electronic notice without undue delay. We assess it diligently, objectively and without arbitrary discrimination, considering the alleged illegality, context, rights of affected people and any reliable evidence. We may request clarification. Do not knowingly submit a false or abusive notice.
3. Our decisions
Depending on the assessment and legal duties, PROIEX may leave content available, reduce visibility, add a warning, request correction or evidence, disable access, suspend a listing, restrict monetisation, apply or release a Platform Lock, or suspend/terminate an account. Urgent interim action may be taken to prevent serious harm, preserve evidence or follow a binding order.
Where required, we notify the affected user of the decision, the facts and contractual or legal ground, any use of automated means, the territorial scope and duration, and available redress. We also notify the reporter of the outcome where legally required and permitted. We protect confidential information, security measures, investigations and the rights of other people.
Nothing on this page obliges PROIEX to carry out general monitoring. Repeated misuse by a reporter or repeated manifestly illegal content by a user may lead to proportionate restrictions after warning, taking account of frequency, gravity, intent and impact.
4. Moderation appeal
If your listing, content or account is restricted, submit an appeal at [INTERNAL APPEAL URL] within [AT LEAST SIX MONTHS WHERE DSA ARTICLE 20 APPLIES] of the decision. Identify the decision and explain why it should change. An appropriately qualified person who was not solely responsible for an automated result will review the appeal in a timely, non-discriminatory manner. There is no fee for the internal appeal.
The outcome explains whether the original decision is confirmed, reversed or modified. An appeal does not suspend a lawful urgent measure unless PROIEX says otherwise.
Where the DSA provides the right, a user may also choose a certified out-of-court dispute-settlement body or seek judicial redress. [INSERT CURRENT DIGITAL SERVICES COORDINATOR / COMMISSION LIST LINK AND COST INFORMATION]. PROIEX engages in good faith as required, but the body's decision does not remove the right to go to court.
5. Service and contract complaints
For an account, support, document, workflow or contract complaint, email complaints@proiex.com with:
- your name and account email;
- the transaction, property or support reference, if applicable;
- a concise description, relevant dates and the outcome requested; and
- only the documents necessary to assess it.
We acknowledge a complaint within [NUMBER] business days and aim to provide a final response within [NUMBER] business days. If more time is reasonably needed, we explain why and give a progress date. Transaction-specific deadlines continue unless the applicable signed document or authorised participant confirms otherwise.
Consumer ADR: [NAME, ADDRESS, WEBSITE AND STATUS OF RELEVANT ADR ENTITY AFTER EU ESTABLISHMENT IS CHOSEN]. PROIEX is [OBLIGED / COMMITTED / NOT COMMITTED] to participate in that procedure. After an unresolved consumer complaint, we provide the applicable information on a durable medium. The former EU Online Dispute Resolution platform has been discontinued and is not offered as a complaint route.
6. Professional, transaction and regulatory complaints
A complaint about an independent notary, bank, trust-service provider or licensed Albanian real-estate intermediary may need to be handled by that professional or its supervisory body. We identify the relevant participant and contact route where known and preserve your ability to complain directly.
Regulators and law-enforcement authorities should use the authority channel above and identify their legal basis, issuing authority, scope, territorial basis and authentication details. PROIEX scrutinises requests and discloses only what is lawfully required.
7. Records, privacy and abuse prevention
We keep notice, decision, appeal and complaint records for compliance, consistency, security and legal claims under the Privacy Notice. Access is limited. Do not publish another person's identity or sensitive evidence in a public field.
We may combine related reports and prioritise credible imminent-harm or authority notices. We do not penalise a person merely for making a good-faith complaint or exercising a right.
8. Transparency
PROIEX publishes transparency information required for its DSA classification and size, including [AVERAGE MONTHLY RECIPIENT INFORMATION / MODERATION REPORT URL WHERE APPLICABLE]. The launch assessment must confirm applicable micro/small-enterprise exemptions; an exemption from one duty does not remove the core notice-and-action or statement-of-reasons duties that apply.
Last updated: [LAST UPDATED DATE]
