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

                
                                  






  







  



  
    
              
        
        
      
      
                        
          

Summary

Familiarity with the European Digital Services Act (DSA) is low among users of online platforms.
Many of them do not know what their rights are when using online platforms.
This week, ACM launches an 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 (in Dutch) (use password: BetrouwbarePlatforms)



More information:

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


      

    
          
                                          
                                  
                                      See also
                      
    

This is how we make sure online platforms are trustworthy (in Dutch)
            
                                  
                                
                  

                
          
          
          Publication characteristics
          
                                    
                Publication date
                26-08-2025
              
                      
                                    
                Publication type
                  News

              
                      

                      
              Spokesperson
              
                                    Jeannette Duin

                              
            
          
                                

          
                      

                                    
                Keywords
                  Online consumers,
  Internet security,
  Internet

              
                      
                                    
                Subjects
                  Digital economy

ACM Launches Campaign to Educate Users on Online Platform Rights

The Dutch competition authority, ACM, has identified a significant lack of awareness among users regarding their rights on online platforms, particularly in relation to the European Digital Services Act (DSA). To address this issue, ACM is launching an awareness campaign aimed at educating both consumers and business users about their rights and the actions they can take if those rights are violated.

Studies conducted by ACM between 2023 and 2025 revealed that many users encounter problems on online platforms, such as deceptive algorithms, account blocking without explanation, and limited contact options. Notably, two-thirds of consumers reported experiencing issues related to the DSA, yet many remain unaware of the European regulations that have been in effect since early 2024 to address these concerns.

Manon Leijten, a member of ACM's board, emphasized the importance of users understanding their rights to take appropriate action when issues arise. The campaign will include short explainer videos on social media, focusing on common problems like illegal content, account blocking, and transparency in paid advertisements. ACM aims to empower users to report violations through its consumer information portal, ACM ConsuWijzer, which has already received nearly 700 reports since the DSA's implementation.

As of February 2025, ACM has been authorized to enforce compliance with the DSA, and the awareness campaign is part of its efforts to prepare for these new regulatory responsibilities and enhance educational initiatives.



ACM Launches Campaign to Educate Users on Online Platform Rights

The Dutch competition authority, ACM, has initiated an awareness campaign to inform users about their rights on online platforms, highlighting low familiarity with the European Digital Services Act.