In what cases can I lodge a complaint with the BIPT?

Did you encounter a problem with an online platform or a search engine (e.g. list of very large online platforms and search engines of the European Commission and Telegram)?

Here is what you can do – and in which cases you can contact the BIPT. 

๐Ÿ›ก๏ธ What the Digital Services Act (DSA) says

According to this European regulation, platforms must:

  • Act without undue delay when illegal content is reported to them;
  • Justify decisions to remove content or terminate an account;
  • Provide users with a system to lodge a complaint against:
    • Decisions taken following a notice of illegal content;
    • Decisions to remove content or terminate an account;
  • Implement measures to protect minors on their services. 

๐Ÿ‘‰ If these rules are not complied with, you can file a complaint with the BIPT.

โŒ What the BIPT cannot do as coordinator

The BIPT does not handle complaints about the content itself (e.g. insults, scams, shocking images, defamation, etc.).

In these cases, you need to:

  • Report the content to the relevant platform or search engine;
  • Contact the competent authorities (police, FAMPH, FPS Economy, etc.);
  • Or consult the following tools:

๐Ÿงพ Some concrete examples

โœ… You can file a complaint with the BIPT if… โŒ You have to refer to another authority if…
you are unable to contact a platform to report content; you are or know a victim of cyberbullying;
you have not received a response to your notice; you see child sexual abuse content;
your account has been deleted without explanation; you are or know a victim of defamation;
content was removed without justification; you are or know a person who is confronted with a scam or fraud;
a platform does not protect minors; you see a violation of the GDPR;
…  … 

๐Ÿ“ฉ How to file a complaint with the BIPT?

1.    Download the complaint form (from the BIPT website);
2.    Complete it as accurately as possible;
3.    Send it, with supporting documents, to complaintdsa@bipt.be.

โš ๏ธ Please note that your complaint must concern the behaviour or inaction of the platform (e.g.: no follow-up of your notice), and not the content itself.

๐Ÿง  Good to know

  • The complaint form offers you different categories of complaints: choose the one that best suits your situation.
  • No need to evaluate yourself whether the platform is subject to certain obligations: the BIPT will see to this.

๐Ÿ” What happens after I have submitted my complaint?

The BIPT analyses your complaint and, if necessary, forwards it to the competent authority.

That can be:

  • The BIPT itself;
  • A national authority responsible for the DSA (CSA, VRM, Medienrat);
  • A national authority responsible for the DSA of another EU Member State;
  • The European Commission (for very large platforms or search engines).

Next, your complaint may:

  • Be joined to other complaints to initiate a formal investigation;
  • Result in an individual investigation;
  • Be considered for statistical purposes.

๐Ÿ‘‰ These investigations may result in fines, periodic penalty payments, modification obligations, or even suspension of service.

โ“ Questions?

๐Ÿ“ง Contact us at complaintdsa@bipt.be.

Do not forget to mention your file number if you have one.

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