The President of the Polish competition authority, Tomasz Chróstny, has accused Meta Platforms Ireland Ltd. of not complying with legal requirements to provide consumers with effective contact channels. This issue arises particularly when users face problems such as account takeovers or payment disputes.

Consumers currently can only reach out to Meta through electronic forms, which complicates effective communication. According to the law, businesses must inform consumers clearly about how to contact them, including providing an email address and phone number at the time of contract formation.

Chróstny emphasized that if a company profits from its users, it has a duty to ensure they can easily resolve issues, file complaints, or report urgent matters. However, Meta's terms of service do not provide direct contact information, directing users instead to help centers and forms that do not facilitate real dialogue.

Complaints from consumers to the authority highlight the lack of accessible contact information, with many users unable to find a phone number or email address for quick communication. The authority is currently examining the entire e-commerce sector to ensure that providers offer adequate contact details for Polish consumers.

If the allegations are confirmed, Meta could face a fine of up to 10% of its annual revenue.