Awareness of the European Digital Services Act (DSA) is remarkably low among users of online platforms. Many consumers and business users often do not know what their rights are when using these online services. This is evident from surveys commissioned by the Authority Consumer & Market (ACM) in the period 2023-2025. This week, the ACM is launching an information campaign that will alert users to their rights on online platforms and what they can do if these are violated.
On behalf of the ACM, the experiences of users of online platforms were mapped through interviews and surveys. A total of 600 business users and over 1,800 consumers participated. It shows that both consumers and business users regularly encounter problems when using online platforms. The most frequently mentioned complaints are: deception by algorithms that determine what they see, the blocking of accounts or content without explanation, and inadequate contact options. For example, users very often experience that they can only contact an automated point of contact, such as a chatbot. This is not allowed under DSA legislation. ACM surveys show that two-thirds of consumers experience DSA-related problems. At the same time, many users do not know that there are European rules in place since the beginning of 2024 to address precisely these types of problems, and what the rules are for online platforms under this legislation.
ACM Board member Manon Leijten: "It is understandable that not everyone is yet well informed about relatively new European legislation. But it is important that users know their rights, so that they can take action if things go wrong. Many people and companies experience problems on platforms, but do not know that they can raise the alarm. With the campaign we are starting this week, we want to increase that awareness, so that users themselves can take action towards the platform or towards us as regulator. Together we will ensure reliable online platforms."
This week, the ACM is launching an information campaign that includes short explainer videos on social media. In it, the ACM explains three common problems: illegal content, account blocking and no transparency about paid advertisements. Illegal content is anything that violates laws, such as child pornography, discriminatory statements or the sale of banned products. It should be easy to report this to the online platform. Platforms must respond in a timely manner and clearly explain what happens to a report - a standard response is not enough.
Platforms are also not allowed to simply block accounts or messages or delete messages. If they do, they must clearly justify why and offer a complaints procedure. Complaints must be dealt with in a timely manner. In addition, the campaign focuses on the rules regarding advertising and recommendations. Paid advertisements, for example, that appear at the top of search results must always be recognizable as such.
The ACM is calling on platform users to file a report if they believe their rights are being violated. This can be done through the website of the ACM Consuwijzer. These reports help the ACM to monitor and, where necessary, take action against platforms that violate the rules.
Since the DSA went into effect, the ACM has already received nearly 700 reports. Most of these related to account and content restrictions, reporting and handling of illegal content, and contact and accessibility issues. About two-thirds of the notifications concerned services based in other member states. The ACM forwarded these to the regulators in the relevant member states.
Since February 2025, the ACM is officially authorized to supervise compliance with the DSA. The ACM commissioned the user surveys to prepare for the new supervisory duties and tightening of information.
