Alternative Dispute Resolution of Information Technologies - Out-of-Court Settlement Body acc. to Art. 21 DSA

When can I file a Complaint?

You can file Complaints against moderation decisions of online-platforms. This includes: i. Decisions whether or not to remove or disable access to or; restrict visibility of the informationii. Decisions whether or not to suspend or terminate the provision of the service, in whole or in part, to the recipients;iii. Decisions whether or not to suspend or terminate the recipients’ account;iv. Decisions whether or not to suspend, terminate or otherwise restrict the ability to monetise information provided by the recipients. If you come across any form of content that is illegal or is violating co

Can I submit a Complaint regardless of my Country of Residence?

ADROITs certification to provide dispute resolution services is not restricted to any EU Member-State. ADROIT is entitled to resolve disputes across the whole European Market, regardless of the registered office of the Provider of the Online-Platform or the place of residence of the User. Irrespective of your Country of Residence, you can complain to ADROIT, regardless of where you life, inside or outside the European Union. Residence of the Compainant is not an admissibility criteria. However, your claim needs to have a substantial connection to the EU, which is an admissibility criteria. Wha

Who pays for the Settlement-Procedure?

According to Art. 21 DSA, the provider of the Online-Platform has to bear the cost of the Proceedings. The User will not be charged for ADROITs Dispute Settlement.

How long does it take for ADROIT to process my Complaint?

ADROIT is legally obliged to process your Complaint in 90 days or less. However, we are a lot faster. After sending your Complaint you will usually receive the final decision three weeks after submission.

What are ADROITs Areas of Expertise?

ADROIT will settle disputes, free of charge for the user, based on proven expertise in the fields: Online shopping and online booking platforms Content sharing and content driven marketing-platforms Crowdfunding and P2P lending Web3, Defi, NFT and fintech platforms and protocols Gaming, gambling and betting platforms B2B, B2C and P2P trading platforms and marketplaces

What happens after a Decision is made?

Decisions made by ADROIT are not legally binding. However, platforms are expected to cooperate in good faith and take our recommendations seriously. Under the DSA, they are required to engage in the dispute process and respond transparently. Here’s what typically happens: The platform receives our recommendation with reasoning. They are expected to take it into account when finalising their response to the user. If they choose not to follow the recommendation, they should be able to justify why. Although the outcome isn’t enforceable like a court order, repeated non-compliance by platforms may

Do I need to file an internal complaint before I can request an ODS Body to resolve the dispute?

Yes. Under Article 20 of the DSA, platforms must offer an internal complaint-handling system, and you are generally required to try that first before turning to an ODS body like ADROIT. Here’s how it works: First, submit your complaint directly to the platform. If you are unsatisfied with the outcome or receive no response within a reasonable time, you may bring the case to ADROIT. We will usually ask for documentation showing that you’ve already tried to resolve the issue through the platform.

Can I use an ODS Body if I live Outside the EU?

Yes, you can, your country of residence does not prevent you from submitting a claim. What matters is whether your complaint has a substantial connection to the European Union. Here’s what that means in practice: If you are based in the EU, your claim is automatically considered to have a substantial connection. If you are based outside the EU, you must show how your content or activity affects the EU digital space. For example: You publish content aimed at an EU audience. You run an app or service used by people in the EU. Your online presence has a clear footprint in the European market. ADR