Users in the European Union can now challenge “unfair” account suspensions on major social media platforms, the Appeals Centre Europe has announced.
This week the Dublin-based organisation said that individuals whose accounts have been suspended by Facebook, Instagram, TikTok or YouTube can submit a free appeal. The Centre described the move as a “new way to challenge unfair account suspensions.”
“Being banned from social media affects people’s lives,” the Centre said.
“From losing touch with friends, to losing precious memories and – in some cases – cutting off a crucial source of income.”
The Appeals Centre said it would offer users the chance to have suspensions reviewed independently, without needing to rely solely on appeals made to the platforms themselves or resorting to costly court proceedings.
“For too long – those with suspended accounts have been stuck between a rock and a hard place,” the Centre stated.
“What choices did you have before? Either appeal the decision to the platform – which often sticks with its original decision – or go to court at great expense.”
The new system has been made possible by the European Union’s Digital Services Act, which introduced the right to refer account suspension cases to certified independent bodies.
Outlining the steps to make an appeal, the Appeals Centre said users would need to create an account on its website, provide basic information about the suspended account, and submit a dispute through an online portal.
“Following user feedback, we no longer require users to provide a Facebook or Instagram reference number to submit a dispute,” the Centre noted.
Explaining the next stage of the process, the Centre said its team would request the last piece of content posted by the user and then make a decision based on that.
“Our expert team make a decision and send it to you and the platform,” it said.
“While our decisions are non-binding, platforms are required – under EU law – to engage in good faith with the Appeals Centre.”
The organisation also confirmed that it is expanding beyond account suspensions.
“In addition to account suspensions, you can also challenge a social media platform’s decision to remove your content, or their decision to leave harmful content online that you think should be taken down,” it said.
The Centre said it has been developing rapidly in recent months, having issued its first decisions, appointed new directors from across the EU, co-founded a network of dispute settlement bodies, and expanded its coverage to include Instagram.
“This summer, we will publish our first transparency report – with new insights into the cases we have received and the decisions we have made,” it announced.
“We will also expand to other social media platforms later this year.”
Encouraging people who feel unfairly treated to use the new system, the Appeals Centre said: “If your account has been unfairly suspended, do something about it! Submit a dispute to the Appeals Centre and make your voice heard.”
The Appeals Centre describes its mission as empowering people and organisations to protect their rights on social media, providing “expert and impartial review” of decisions made by platforms.
It currently accepts disputes regarding account suspensions and content decisions on Facebook, Instagram, TikTok and YouTube, with plans to expand to other platforms in the future.
According to the organisation, its goal is to secure high implementation rates of its decisions by the social media companies.
“Through our user-friendly portal, you can easily submit a dispute online and manage your case,” it said.
One of the measures under the controversial Digital Services Act (DSA) is the establishment of independent out-of-court dispute settlement bodies, such as the Appeals Centre Europe, to provide users with additional avenues for contesting platform decisions.