Coimisiún na Meán’s Investigations Team has today (12.11.2025) commenced a formal investigation into the provider of the X online platform (X), under the EU Digital Services Act (DSA). The investigation will assess whether X has contravened Article 20 of the DSA.
The investigation arises from concerns held by Coimisiún na Meán’s Platform Supervision Team, regarding X’s compliance with Article 20 of the DSA. These concerns are supplemented by information provided by an NGO, HateAid and a user complaint.
The investigation will look into:
- Whether people are able to appeal X’s decisions not to remove content when they report something that they think breaches X’s terms of service
- Whether people are properly informed of the outcome of a report they make and whether they are informed about their right to appeal the decision
- Whether X has an internal complaints-handling mechanism that is easy to access and user friendly.
Article 20 of the DSA states that users must be provided with access to an effective internal complaint-handling system that allows them to lodge complaints (effectively an appeal) against certain decisions taken by the platforms, e.g. whether or not to remove or disable access to content or to suspend or terminate accounts.
John Evans, Digital Services Commissioner at Coimisiún na Meán said: “The Digital Services Act has played a crucial role in rebalancing the relationship between online platforms and their users. The right of a user to report content that is illegal or against a platform’s terms and conditions, and the right to appeal a platform’s decision, is a cornerstone of the DSA. The DSA gives people rights online, and our role is to ensure that platforms let people exercise these rights.
“Following our supervision of X and analysis of information gathered from a variety of sources, there is reason to suspect that X may not be in compliance with their obligations under Article 20, in particular Article 20(1) and Article 20(3) of the DSA. This investigation will assess if X has properly informed users of their rights to contest decisions it makes after users report content that they believe violates X’s terms of service. Users must be made aware of the platform’s decision and the right to appeal. The right to appeal a decision is an essential right and a cornerstone of the DSA.
“Today, we are taking an important step in ensuring a safer online experience for users across the European Union. We expect online platforms to meet their obligations under the DSA, and to operate with transparency in informing users of their rights to report and to appeal decisions. If we suspect that any platform is failing in these obligations, we will not hesitate to intervene and where appropriate take enforcement action to protect the safety of users in Ireland, and across the European Union. For the largest platforms, we collaborate closely with the European Commission to ensure the Digital Services Act produces good outcomes for European citizens.
“If people see illegal content online, or content that breaks a platform’s own rules, our message is clear: report it to the platform where you see it. If you can’t find an easy way to do this, or if you’re not happy with a platform’s response, our Contact Centre can provide advice and support, and escalate issues to our Complaints Team when necessary.”
An Coimisiún, as Ireland’s Digital Services Coordinator, is responsible for the application of the DSA, and for supervising platforms established in Ireland for their compliance with the DSA. Coimisiún na Meán also supervises compliance with the Online Safety Code and the EU Terrorist Content Online Regulation under its Online Safety Framework.
The investigation will be conducted pursuant to Part 8B of the Broadcasting Act 2009, as amended. If a provider is found in violation of the DSA, Coimisiún na Meán can apply an administrative financial sanction, including a fine of up to 6% of turnover. Any fine imposed would be confirmed by either the Circuit Court or High Court. During an investigation concerning a possible breach of the DSA, Coimisiún na Meán and the provider can enter into a binding Commitment Agreement, in which the provider agrees to take measures that appear to An Coimisiún to address any issue relating to compliance by the provider.