Article 20 — Internal complaint-handling system

Digital Services Act, Regulation (EU) 2022/2065

What does DSA Article 20 say?

Short answer, straight from the official text

1. Providers of online platforms shall provide recipients of the service, including individuals or entities that have submitted a notice, for a period of at least six months following the decision referred to in this paragraph, with access to an effective internal complaint-handling system that enables them to lodge complaints …

Source: Digital Services Act, Regulation (EU) 2022/2065, read 2026-08-14.

Official text

Read from the EU Publications Office for this CELEX number. The wording stands as published; nothing here is rewritten or summarised.

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1. Providers of online platforms shall provide recipients of the service, including individuals or entities that have submitted a notice, for a period of at least six months following the decision referred to in this paragraph, with access to an effective internal complaint-handling system that enables them to lodge complaints, electronically and free of charge, against the decision taken by the provider of the online platform upon the receipt of a notice or against the following decisions taken by the provider of the online platform on the grounds that the information provided by the recipients constitutes illegal content or is incompatible with its terms and conditions:

(a) decisions whether or not to remove or disable access to or restrict visibility of the information;

(b) decisions whether or not to suspend or terminate the provision of the service, in whole or in part, to the recipients;

(c) decisions whether or not to suspend or terminate the recipients’ account;

(d) decisions whether or not to suspend, terminate or otherwise restrict the ability to monetise information provided by the recipients.

2. The period of at least six months referred to in paragraph 1 of this Article shall start on the day on which the recipient of the service is informed about the decision in accordance with Article 16(5) or Article 17.

3. Providers of online platforms shall ensure that their internal complaint-handling systems are easy to access, user-friendly and enable and facilitate the submission of sufficiently precise and adequately substantiated complaints.

The article continues in the official text.

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Other articles in this chapter

• Article 11
• Article 12
• Article 13
• Article 14
• Article 15
• Article 16
• Article 17
• Article 18
• Article 19
• Article 21
• Article 22
• Article 23

The same rule in other acts

These articles carry the same official heading. The wording is not identical; read each text at its own source.

• P2B Article 11 — Internal complaint-handling system

Who does this apply to

The register names five roles. Open a role to see the duties this act places on it, each row with its article and its source.

• Online marketplace
• Cloud service provider

Does this apply to us?

• Do ai governance rules apply to an online marketplace?
• Do personal data rules apply to an online marketplace?
• Do cross-border data rules apply to an online marketplace?
• Do cybersecurity rules apply to an online marketplace?
• Do health data rules apply to an online marketplace?
• Do online platforms rules apply to an online marketplace?

All roles in the register · All questions by role

The text is quoted from the official source and is not legal advice. A national court reads the language version that binds in its jurisdiction.

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