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ADR Center is an out-of-court dispute settlement body certified by AGCOM under Article 21 of the Digital Services Act (DSA), by resolution 501/24/CONS. It offers users an independent, impartial and fully online review of decisions taken by online platforms.
It is a way of resolving a dispute without going to court. With ADR Center’s ODS service, an independent and impartial expert reviews the online platform’s decision and issues a non-binding decision.
Any user or recipient of a service who disagrees with a decision taken by an online platform on content moderation or on an alleged breach of its terms of service can choose ADR Center for an independent review, after using the platform’s internal complaint-handling system. This also applies to individuals, organisations or entities that have notified the platform of illegal or inappropriate content and disagree with its decision.
No, ADR Center’s decisions are not binding on the parties. The procedure is impartial and transparent: an independent expert reviews the platform’s decision and issues a non-binding decision. The platform must engage in the procedure in good faith, and the procedure is free for the user.
The procedure is free of charge for the user. Under Article 15 of the ODS Rules of Procedure, all costs of the procedure are borne by the online platform. Only if the user has acted in bad faith may they have to reimburse the platform’s costs.
ADR Center handles disputes about moderation decisions taken by online platforms because content is considered illegal or contrary to their terms of use: for example, the removal of a post, the suspension of an account, restrictions on visibility or monetisation, or a refusal to act on content you flagged to the platform.
After filing an internal complaint with the platform, fill in the online form on our website and upload the necessary documents. An independent expert reviews the platform’s decision and issues a non-binding decision. The parties remain free to reach an agreement between themselves in the meantime.
The DSA provides for a decision within 90 days of receipt of the case. For more complex cases, the DSA allows this period to be extended.
ADR Center handles cases about any online platform operating in the European Union that is subject to the Digital Services Act (DSA): both smaller platforms and very large online platforms (VLOPs).
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