EU Launches Network for Resolving Complaints Against Social Media Platforms

The European Union has established a network of non-judicial dispute resolution bodies in accordance with the Digital Services Act (DSA), enabling users to challenge decisions made by major social media platforms like Facebook, TikTok, and YouTube.

This initiative, initiated by seven organizations, aims to provide a mechanism for users to seek mediation regarding platform decisions that affect their rights, such as content removal or restrictions on access. The DSA empowers users across EU member states to have their grievances independently assessed by mediation bodies, thus enhancing accountability among platform operators.

Among the participants in this new network is User Rights, a German organization certified by the Federal Network Agency. The Appeals Centre Europe (ACE), based in Ireland, has been operational since November, handling user complaints related to content moderation practices. The ACE primarily funds its operations through fees charged to social media companies--currently set at EUR95 per case--while users are not billed for their initial complaints. However, should a ruling favor the platform, users may be required to contribute EUR5 towards the costs.

The network includes various organizations like Adroit from Malta, the Central European Appeals Hub from Slovakia, Impress Dispute Resolutions from Ireland, MFSD from Italy, and the Hungarian platform Vitarendezo Tanács. These entities have either received certification for dispute resolution under the DSA or have applied for such approval.

Through this collaborative initiative, the network aims to share insights and best practices in mediation and to streamline interactions with platforms and regulatory authorities. The members are also committed to educating the public about this new mechanism available to users.

Given the vast number of decisions made by social media platforms annually, the network acknowledges the potential for errors in those decisions. Previously, users had limited recourse, relying solely on requests for review from the platform or pursuing legal action. The introduction of this non-judicial dispute resolution option is expected to enhance transparency and hold platforms accountable for their decision-making processes.

In the first quarter of 2025, the four certified bodies within this network received over 4,500 user complaints. ACE alone processed around 1,500 of these submissions, concluding judgments on nearly 150 cases, with a significant number resulting in decisions against the platforms, particularly Facebook and its parent company, Meta. Under the DSA, major social networks are required to maintain dedicated websites for dispute resolution and to provide links to these resources and the EU Commission's portal for mediation centers in their decision notifications.