Internal complaint-handling system
Providers of online platforms shall provide recipients of the service, including individuals or entities that have submitted a notice, for a period of at least six months following the decision referred to in this paragraph, with access to an effective internal complaint-handling system that enables them to lodge complaints, electronically and free of charge, against the decision taken by the provider of the online platform upon the receipt of a notice or against the following decisions taken by the provider of the online platform on the grounds that the information provided by the recipients constitutes illegal content or is incompatible with its terms and conditions:
See evidence guidance
Upload the terms-of-service section covering complaints and appeals, plus a screenshot of the in-product complaints entry point (form, chat, or email address). The copy should mention (i) how to file, (ii) that EU users can challenge moderation or account decisions up to six months after the decision, and (iii) a link to out-of-court dispute-resolution bodies.
The period of at least six months referred to in paragraph 1 of this Article shall start on the day on which the recipient of the service is informed about the decision in accordance with Article 16(5) or Article 17.
Providers of online platforms shall ensure that their internal complaint-handling systems are easy to access, user-friendly and enable and facilitate the submission of sufficiently precise and adequately substantiated complaints.
Providers of online platforms shall handle complaints submitted through their internal complaint-handling system in a timely, non-discriminatory, diligent and non-arbitrary manner. Where a complaint contains sufficient grounds for the provider of the online platform to consider that its decision not to act upon the notice is unfounded or that the information to which the complaint relates is not illegal and is not incompatible with its terms and conditions, or contains information indicating that the complainant’s conduct does not warrant the measure taken, it shall reverse its decision referred to in paragraph 1 without undue delay.
See evidence guidance
Upload the complaints-handling policy showing that complaints are handled in a diligent, objective, non-discriminatory, and timely manner. Optionally, attach a terms-of-service section making the same commitments, and a log or redacted sample showing a past decision reversed after a well-grounded complaint — with the time between complaint intake and reversal.
Providers of online platforms shall inform complainants without undue delay of their reasoned decision in respect of the information to which the complaint relates and of the possibility of out-of-court dispute settlement provided for in Article 21 and other available possibilities for redress.
See evidence guidance
Upload one or more of: (a) the complaints-handling policy; (b) a real or template decision-communication message to a complainant; (c) a log extract showing time-to-communicate after a decision. The material should show that complainants receive a reasoned decision and information about out-of-court dispute settlement and other redress options, without undue delay.
Providers of online platforms shall ensure that the decisions, referred to in paragraph 5, are taken under the supervision of appropriately qualified staff, and not solely on the basis of automated means.