Online platforms within the meaning of the DSA are required to provide for internal complaint-handling systems, which meet certain conditions that aim to ensure that the systems are easily accessible and lead to swift, non-discriminatory, non-arbitrary and fair outcomes.
If it is not possible to resolve a complaint made by a user with these internal complaint-handling systems, the user is entitled to select any out-of-court dispute settlement body in order to resolve the complaint.
Providers of video-sharing platforms must ensure that there is a user rating system for content and that there is an easy-to-find, permanently available and easy-to-use reporting system for content. Providers also have to set up a review system for illegal and harmful content.
To increase the effectiveness of the technical and organisational measures set up for these purposes, the platform provider must create and publish comprehensible and easy-to-find Terms and Conditions, which also describe the services offered, and include easy-to-understand explanations of provisions that apply to content provided by users.
Video-sharing platform providers must also set up a system to protect minors from harmful content, and provide a complaints system that allows users to complain about inadequate implementation of the protection of minors or the rating and reporting system.
In the case of commercial communication contained in or attached to broadcasts or user-generated videos, the platform provider must ensure that a function is available for users uploading content that allows them to declare whether the content contains commercial communication to the best of their knowledge.
Non-regional media service providers with a turnover of more than €500,000 the previous year must gradually increase their accessible services.
Media service providers must make their services accessible to persons with visual and hearing impairments, as well as to persons with intellectual impairments who need communication to be in simple language.
If such a service is not provided, you can contact the RTR complaint board. The complaint board will obtain a statement from the media service provider, mediate between the opposing parties, and share its view on the case brought before it.
More information on accessibility, how to achieve it, and the obligations of media service providers is available on our accessibility portal.