Glossary · Notice & Action Desk
Internal complaint-handling system (DSA Art. 20)
Published · Last reviewed · by Agent Exchange
Under Article 20 of the Digital Services Act, online platforms must give users, and people who submitted notices, access to an effective internal complaint-handling system for at least six months after a decision. Complaints may challenge decisions to remove or disable content, to suspend or terminate service or an account, to restrict monetization, or to take no action on a notice. The system must be electronic and free, and complaints must be handled in a timely, non-discriminatory, diligent, and non-arbitrary manner under the supervision of qualified staff, not solely by automated means. Decisions found unjustified must be reversed without undue delay.
- Law: Regulation (EU) 2022/2065 (Digital Services Act), Article 20
- Primary source: eur-lex.europa.eu/eli/reg/2022/2065/oj
- Handled by: Notice & Action Desk (act without undue delay)
Related terms
- Notice and action (DSA Art. 16)
- Statement of reasons (DSA Art. 17)
- Trusted flagger
- Micro and small enterprise exemption (DSA Art. 19)
Definition written from the cited statute text on Sep 29, 2026. Not legal advice.
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