§ Digital Services Act · Article 20
DSA Article 20: Obligations, Deadlines & Penalties
At a glance
Article 20 of the DSA imposes 6 obligations on provider of online platforms. At least one obligation carries an explicit compliance deadline.
§ Obligations
All obligations under Article 20
Obligation 1
Provide recipients of the service with access to an effective internal complaint-handling system that enables them to lodge complaints electronically and free of charge against decisions taken upon receipt of a notice or regarding illegal content/terms incompatibility.
Regulation (EU) 2022/2065, Article 20, Article 20
- Obligated entity
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provider of online platforms
- Action required
-
provide
- Deadline
-
for a period of at least six months following the decision
- Penalty
-
—
Obligation 2
Ensure that internal complaint-handling systems are easy to access, user-friendly, and enable and facilitate the submission of sufficiently precise and adequately substantiated complaints.
Regulation (EU) 2022/2065, Article 20, Article 20
- Obligated entity
-
provider of online platforms
- Action required
-
ensure
- Deadline
-
—
- Penalty
-
—
Obligation 3
Handle complaints submitted through the internal complaint-handling system in a timely, non-discriminatory, diligent, and non-arbitrary manner.
Regulation (EU) 2022/2065, Article 20, Article 20
- Obligated entity
-
provider of online platforms
- Action required
-
handle
- Deadline
-
timely
- Penalty
-
—
Obligation 4
Reverse the decision referred to in paragraph 1 without undue delay if the complaint contains sufficient grounds that the decision not to act was unfounded, the information is not illegal/incompatible, or the complainant's conduct does not warrant the measure.
Regulation (EU) 2022/2065, Article 20, Article 20
- Obligated entity
-
provider of online platforms
- Action required
-
reverse
- Deadline
-
without undue delay
- Penalty
-
—
Obligation 5
Inform complainants without undue delay of their reasoned decision in respect of the information to which the complaint relates and of the possibility of out-of-court dispute settlement and other available possibilities for redress.
Regulation (EU) 2022/2065, Article 20, Article 20
- Obligated entity
-
provider of online platforms
- Action required
-
inform
- Deadline
-
without undue delay
- Penalty
-
—
Obligation 6
Ensure that decisions regarding complaints are taken under the supervision of appropriately qualified staff, and not solely on the basis of automated means.
Regulation (EU) 2022/2065, Article 20, Article 20
- Obligated entity
-
provider of online platforms
- Action required
-
ensure
- Deadline
-
—
- Penalty
-
—
§ Frequently asked
Questions about Article 20
Who must comply with Article 20 of the DSA?
+
provider of online platforms.
What does Article 20 of the DSA require?
+
provide ensure handle
What is the compliance deadline for DSA Article 20?
+
for a period of at least six months following the decision; timely; without undue delay