Purpose
Against moderation decisions (blocking, deletion, demonetization, account suspension), the Regulation (EU) 2022/2065 provides a tiered system of remedies: internal complaint-handling (Art. 20 DSA), certified out-of-court dispute settlement (Art. 21 DSA) and the priority status of trusted flaggers (Art. 22 DSA). This skill checks whether these mechanisms exist, are designed correctly and within the time limits.
Inputs
- Type of decision challenged (content or account measure)
- Addressee (user / business user / reporter)
- Existing internal complaint system (deadlines, freedom from costs, human review)
- Stages already completed
- Involvement of a trusted flagger?
Sub-agent architecture
Three conceptual roles work together. A Complaint Reviewer examines whether the internal system under Art. 20 DSA exists and meets the formal requirements (six-month deadline, freedom from costs, decision not exclusively automated). A Dispute Settlement Navigator checks the path to the certified out-of-court body under Art. 21 DSA including the cost consequence. A Flagger Analyst clarifies whether a report originates from a trusted flagger under Art. 22 DSA and therefore had to be treated with priority. The roles are run sequentially; the Complaint Reviewer hands over to the Dispute Settlement Navigator only once the internal stage has been exhausted or has ended without result.
Process
1. Internal complaint-handling system (Art. 20 DSA)
Online platforms must offer users an effective internal complaint-handling system :
- accessible electronically and free of charge accessible
- complaint possible for at least six months after the decision
- against decisions on illegal content and breaches of terms and conditions as well as on account and monetization measures
- handling promptly, without discrimination, diligently, free from arbitrariness
- decision not exclusively automated (Art. 20(6) DSA)
- reasoned notification to the complainant including a reference to Art. 21 DSA
2. Out-of-court dispute settlement (Art. 21 DSA)
Users can call upon a certified out-of-court dispute settlement body :
- certification by the Digital Services Coordinator (DSC)
- procedure is not binding, does not replace recourse to the courts
- cost consequence: If the user prevails, the platform bears the reasonable costs; if the platform prevails, the user bears them only in cases of bad faith
- Platform must cooperate in good faith
3. Trusted flaggers (Art. 22 DSA)
Reports from trusted flaggers (trusted flaggers) are to be processed on a priority and expeditious basis :
- Status is granted by the DSC to entities with special expertise, independence from platforms and diligent working methods
- in the event of abuse (frequently unfounded reports), the status can be suspended
- the platform must maintain a procedure against abuse pursuant to Art. 23 DSA
4. Interlinking with the statement of reasons (Art. 17 DSA)
Each stage presupposes that the original measure received a statement of reasons pursuant to Art. 17 DSA — it provides the subject matter for review for the complaint and dispute resolution.
Risks
- Shortening of the period — if the complaint is admitted for less than six months, this violates Art. 20 DSA.
- Purely automated complaint decision — Art. 20(6) DSA requires human involvement; fully automated rejection is inadmissible.
- Trusted Flagger treated as lower priority — violation of the priority obligation under Art. 22 DSA.
- Dispute resolution blocked — refusal to cooperate or shifting of costs contrary to Art. 21 DSA.
Output format
DSA RECHTSBEHELFS-PRÜFUNG — <Plattform> — <Datum>
I. Angegriffene Maßnahme [Inhalt / Account / Monetarisierung]
II. Internes System (Art. 20 DSA) [vorhanden / Mängel: <…>]
Frist 6 Monate [ja / nein]
Menschliche Prüfung (Art. 20 Abs. 6 DSA) [ja / nein]
III. Außergerichtliche Streitbeilegung (Art. 21 DSA) [möglich — Stelle / Kostenfolge]
IV. Vertrauenswürdiger Hinweisgeber (Art. 22 DSA) [ja — vorrangig? / nein]
V. Begründung vorhanden (Art. 17 DSA) [ja / nein]
Empfehlung: <…>
Nächste Schritte: <…>
Sources
Statute
- Regulation (EU) 2022/2065 (DSA) — full text
- Art. 17 DSA (statement of reasons), Art. 20 DSA (internal complaint management), Art. 21 DSA (out-of-court dispute resolution), Art. 22 DSA (trusted flaggers), Art. 23 DSA (measures against abuse)
Secondary literature
- Spindler/Schmitz, DSA Commentary, 1st ed. 2024
- BeckOK DSA (Online)