Complaint against the decision of an online platform provider

In accordance with Article 20 of the Digital Services Act, online platform providers, with the exception of providers that are micro or small providers, must make it possible for users of their services to lodge electronic complaints free-of-charge against decisions on restrictions (restrictions on the visibility of specific information of recipients, restrictions on the provision of services or parts thereof, restrictions on user accounts of service recipients, restrictions on the monetisation of information of recipients) taken by the online platform provider on the grounds that the information provided by users is illegal content. The possibility to lodge a complaint must be ensured for at least six months after the provider's decision. Providers' complaint-handling systems must be easily accessible, user-friendly and allow and facilitate the submission of accurate and duly substantiated complaints.

Article 21 of the Digital Services Act provides for the right to users who received decisions on restrictions to choose any certified out-of-court dispute resolution body to resolve disputes relating to those decisions. Both parties must cooperate in good faith with the chosen certified out-of-court dispute resolution body, whose decisions are not binding.