Digital Services Act – Your Right to Complain 

From 17 February 2024, Coimisiún na Meán can receive complaints from users of online services who believe the provider of an online service has not complied with its obligations under the EU Digital Service Act (DSA).  

It should be noted that a significant number of the new obligations under the DSA relate to how providers of an online service deal with illegal content. There are certain things providers of an online service need to do about illegal content when it is notified to them.

While it is within Coimisiún na Meán’s remit to assess if providers of an online service are doing what they are obliged to do under the DSA in relation to illegal content, it is not part of Coimisiún na Meán’s remit to carry out a content moderation role, to act as an appeal body from decisions of providers of online services in relation to illegal content, or to act as a judge in disputes between different parties or different users about illegal content. 

It is only through Coimisiún na Meán’s role of regulating and supervising providers of an online service that Coimisiún na Meán gets involved in decisions about illegal content, and the role of Coimisiún na Meán is limited to making sure providers of an online service meet their obligations in relation to this.  

In some cases, the role of Coimisiún na Meán means that it needs to decide if the service provider was diligent in reaching its decision about notified illegal content and this may involve some consideration by Coimisiún na Meán of the notified illegal content. 

Below are some common questions and answers to guide you through what you can complain about, and the complaints process.  If your questions are not answered here, you can contact the Contact Centre: + 353 1 963 7755 | usersupport@cnam.ie.

Disclaimer: The information provided on this website does not constitute legal advice and is intended for general informational purposes only.  The information provided is not exhaustive, or a substitute for professional advice.   

The Right to Complain under the Digital Services Act

What is the right to lodge a complaint under the Digital Services Act?
Who can make a complaint?
Which online services can I complain about? 

Reporting illegal content

What makes content illegal?
I want to report illegal content
What can you expect from a hosting service after you have reported illegal content?
What should I do if I've seen content that I believe is a threat to the life or safety of a person or group of people?
I am having difficulty notifying a hosting service provider of illegal content
I reported illegal content and it was not taken down

Making a complaint about a platform’s decision on illegal content

I am not satisfied with a platform’s decision on illegal content and I want to complain
How will a platform process my complaint about its decision on illegal content?
I am not satisfied with a platform’s decision about my complaint
Out-of-Court Dispute Settlement (ODS) Bodies

Restrictions on content/user accounts

My content has been restricted or removed and I do not know why
My user account was suspended/terminated or payments to me have been suspended/terminated/restricted and I do not know why

Making a complaint about a platform restricting content/user accounts

I am not satisfied with a platform’s decision to restrict/remove my content or suspend/terminate my account or payments to me
How will a platform process my complaint about its decision to restrict my content/user account?
I am not satisfied with a platform’s decision about my complaint

Online trading

If you make a complaint to Coimisiún na Meán in relation to online trading, please be advised that your complaint may be transmitted to the Competition and Consumer Protection Commission (CCPC) as it is the competent authority.  Coimisiún na Meán will inform you if your complaint has been transmitted to the CCPC.   

I am concerned about the legitimacy of an online trader/I am not able to contact an online trader
I am an online trader and I do not know why I have been suspended from trading on a platform
I am an online trader and I want to complain about being suspended/not being allowed to trade on a platform
I believe an illegal product/service is being traded on a platform
How will a platform process my report of an illegal product/service being traded?

Advertising, online interfaces and recommender systems

I am concerned about why an advertisement is being shown to me
I am concerned about an advertisement being shown to my child
I am not able to access information about advertisements on a Very Large Online Platform/Very Large Online Search Engine
I am seeing/being recommended unwanted content on the platform
It was difficult to make the choice I wanted using the platform’s interface

Terms and Conditions and suspending users

How do I know if I have breached any of the online service’s rules/terms and conditions?
The terms and conditions of the online service are difficult to understand
I have been suspended from a platform for breaching its terms and conditions
I have been suspended from a platform for making complaints/reporting content
I have been suspended from a platform because of content I posted

Contacting an online service provider

How do I contact the service provider?

Making a complaint to Coimisiún na Meán

When can I make a complaint to Coimisiún na Meán?
How can I make a complaint to Coimisiún na Meán?
What information do I need to have to make a complaint to Coimisiún na Meán?
What will happen after my complaint has been lodged?
How does Coimisiún na Meán assess my complaint?
What decisions can Coimisiún na Meán make in relation to my complaint?
How do I contact Coimisiún na Meán if I need further information about my complaint?
What do I do if I am not satisfied with Coimisiún na Meán’s decision on my complaint?