Complaints made about social platforms are highlighted in notifications made in Finland under the EU’s digital services regulation.
Tiktok, Instagram and Facebook are emphasized in the notifications received by Traficom. Dongyu Xu
The Finnish Transport and Communications Agency Traficom says that by the end of November, it had received 61 complaints about the operation of large online platforms. In them, Instagram, Facebook and Tiktok stand out in particular.
The digital services regulation has been applied since mid-February 2024. If the online service platform does not comply with its obligations, its operation can be complained to Traficom.
In addition to Facebook, the regulation also applies to other online platforms, such as online marketplaces and search engines. Online platforms and search engine services of at least 45 million EU users were regulated with special obligations regarding their services, for example to prevent illegal content from the service.
In November alone, Traficom received 30 complaints about the operation of online platforms, i.e. almost half of all complaints received during the year.
– It seems that citizens are beginning to know better the rights brought by the digital services regulation. This is a great thing. Complaints can have a tangible effect on the operation of the online platform. In addition, they give us important information about what kind of problems there are in complying with the digital service regulation, Traficom’s project manager Jarmo Riikonen evaluates in the announcement.
The goal of the digital service regulation is to make the use of online platforms fairer and safer.
Online services have an obligation to receive reports of illegal content and to provide information to the user who made the report about what actions the report has led to.
At the same time, there is an obligation to provide the user with information and justification if the content he has produced is deleted. the same applies to other restrictions on the use of the service. In addition, there must be information on how the user can apply for an amendment to the decision.
Multinational platform giants, such as large social media platforms, are supervised by the EU Commission and the authority of the country where the company in question has its headquarters. In these cases, Traficom receives the complaints and forwards them to the competent authority.
Most of the complaints received by Traficom have concerned the operation of platforms when they have limited user accounts in their services.
Did you encounter problems with the online platform? Instructions for making a report:
1. Document the problem and your own actions.
For example, take screenshots or save links related to the problem. In the future, also record all the exchange of messages and dates with the platform. Documentation makes it easier to investigate the matter.
2. Report to the platform.
Make a report according to the platform’s own instructions. Instructions can usually be found on the platform’s support and help pages.
3. Wait for the platform’s response.
Platforms must process complaints within a reasonable time. The answer should include a solution to your notification, clear reasons and information on how to request a change to the decision.
4. If you do not get an answer from the platform or it is incomplete, file a complaint with Traficom.
Describe the problem and its handling with the platform as accurately as possible and attach all files related to the problem to the contact.