Digital Services Act Articles 17, 20 and 21: reasons, appeals and dispute settlement
The DSA gives users three safeguards against platform decisions: a statement of reasons (17), an internal complaint system (20) and an independent dispute settlement body (21).
Article 17
When a platform removes or demotes content, suspends an account or stops monetisation, it must give the affected user clear and specific reasons.
Article 20
Online platforms must offer a free electronic internal complaint system for at least six months after a decision, open both to users whose content was removed and to notifiers whose reports were rejected.
Article 21
Users may turn to certified out-of-court dispute settlement bodies; platforms must engage in good faith.
In practice
For a wrongly disabled account or a rejected removal report, EU users can use these steps in order. See the account appeal template.
General information, not legal advice. In real cases we work alongside lawyers who specialise in digital rights.
Frequently asked questions
Is the dispute body's decision binding?
Not on the platform, but it carries weight; courts remain open.