What are out-of-court dispute settlement bodies?

Out-of-court dispute settlement bodies (Article 21 of the DSA) are independent entities that resolve disputes between users and online platform providers outside the judicial system. They are established to assist individuals and organisations in the EU in challenging platforms’ content‑moderation decisions.

When can you turn to them?

You may contact an out‑of‑court dispute settlement body if:

• you have reported illegal content to an online platform provider and the issue has not been addressed, or you disagree with the provider’s decision;
• you disagree with restrictions imposed by the provider on your content or your account.

Why use an out‑of‑court dispute settlement body?

• Expertise: These bodies possess the necessary knowledge to ensure fair dispute resolution.
• Impartiality: They are independent from both platforms and users.
• Certification: In Bulgaria, certification is granted by the Communications Regulation Commission (CRC).
• Alternative to courts: Using the service does not limit your right to bring the matter before a court.
• Accessibility: The bodies ensure human oversight and are either free of charge or require only a symbolic fee.
• Good‑faith cooperation: Although their decisions are not binding, platforms must consider them and act in good faith.

How to choose a body?

• You may choose a body from any EU Member State, regardless of the country in which you reside or where the platform is established.
• Your right to bring the matter before a court is not restricted.

List of all certified bodies in the EU – for selecting a body from another Member State.