Many users are unfamiliar with their rights on online platforms, ACM launches awareness campaign

Familiarity with the European Digital Services Act (DSA) is noticeably low among users of online platforms. Many consumers and business users often do not know what their rights are when using these online services. This has been revealed by studies that the Netherlands Authority for Consumers and Markets (ACM) had carried out between 2023 and 2025. This week, ACM launches an awareness campaign informing users about their rights on online platforms and what they can do if those rights are violated.

Commissioned by ACM, an overview has been compiled of the experiences of users of online platforms using interviews and questionnaires. In total, 600 business users and more than 1,800 consumers took part. Their responses reveal that both consumers and business users frequently run into problems when using online platforms. The most often cited complaints are: deception by algorithms that determine what users get to see, the blocking of accounts or content without explanation, and limited options for contacting platforms. For example, users very often experience that they can only reach platforms using automated points of contact, such as chatbots. This is not allowed under the DSA. ACM’s studies reveal that two-thirds of consumers experience DSA-related problems. At the same time, many users do not know that European rules have been in effect since early 2024, which are precisely meant to tackle these types of problems, and they do not know what the rules for online platforms are under this law.

Manon Leijten, Member of the Board of ACM, adds: “It’s understandable that not yet everyone is sufficiently familiar with relatively new European laws. However, it is important though that users do know what their rights are, so that they’re able to take action when things go wrong. Many people and businesses experience problems on platforms, but do not know that they can notify someone of such problems. With this campaign we are launching this week, we want to raise that awareness, so that users are able to take action themselves against the platform or contact us as the regulator. Together, we can help create trustworthy online platforms.”

Awareness campaign

ACM is launching an awareness campaign this week, which includes short explainer videos on social media. In those videos, ACM discusses three frequently occurring problems: illegal content, the blocking of accounts, and the lack of transparency surrounding paid ads. Illegal content is everything that is against the law, such as child pornography, discriminatory language, or the sale of prohibited items. It must be easy to report such situations to the online platform. Platforms must respond in a timely manner, and they must clearly explain what happens with such reports. A standard response does not suffice.

In addition, platforms cannot block accounts or posts, or delete posts just like that. If they do, they must clearly substantiate as to why, and they must offer a complaints procedure. Complaints must be handled in a timely manner. In the campaign, attention will also be given to the rules about ads and endorsements. For example, paid ads, which are at the top of search results, must always be recognizable as such.

What can users do?

ACM is calling on users of platforms to file reports if they believe that their rights are being violated. Reports can be filed on the website of ACM’s consumer information portal ACM ConsuWijzer. These reports help ACM in its oversight efforts and, if necessary, take enforcement action against platforms that do not comply with the rules. Since the DSA came into effect, ACM has already received nearly 700 reports. The majority of these reports concerned account or content restrictions, reports about illegal content (and the handling thereof), and problems with contacting and reaching platforms. Approximately two-thirds of the reports concerned service providers established in other EU Member States. ACM has forwarded those reports to the authorities in their respective member states.

Since February 2025, ACM has been officially authorized to enforce compliance with the DSA. ACM had these studies carried out among users in order to prepare itself for the new regulatory duties and to sharpen its educational activities.

• Download campaign materials (external website) (in Dutch) (use password: BetrouwbarePlatforms)

More information:

• 26-08-2025 Studies into DSA-related experiences among consumers and business users (in Dutch)