Poland implements Digital Services Act to handle user complaints
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On November 6th, Poland began enforcing a law that implements the Digital Services Act (DSA), allowing citizens to file complaints against online platforms like Meta, TikTok, Google, and Allegro.
The Office of Electronic Communication (UKE) has been preparing for this role since March 2025, establishing a Digital Services Department. Now, the President of UKE can receive and investigate user complaints about platforms violating DSA regulations.
The new law provides Polish users with a national authority to address issues with online platforms, a function previously unavailable in the country despite the DSA being in effect across the European Union for over two years. While the DSA requires platforms to explain decisions like account blocks, user feedback often consists of automated, unhelpful responses.
UKE will assess complaints and forward those outside its jurisdiction, such as issues with Meta, which falls under Irish jurisdiction, to the appropriate coordinating body along with preliminary opinions. UKE is developing a form to help users submit valid complaints, clarifying the specific DSA provisions allegedly violated. Over 630 reports were received during a trial period starting in May 2025, many related to account blocks or lack of communication from platforms.
However, simply having an account blocked does not automatically mean a platform violated DSA, as platforms operate under their own terms of service. A second law currently in the Polish parliament will give UKE the power to order platforms to unblock accounts in specific circumstances, providing a more direct remedy for users.
