# Internal complaint-handling system 20(1) — DSA — provision context

> Focused context for a single provision (20(1)), curated from overview.legal on 2026-10-06. Canonical: https://overview.legal/laws/dsa/art-20#par-1
> Verify against the official text (EUR-Lex / wetten.overheid.nl) before relying on it.

Part of **Internal complaint-handling system** (DSA, full article: https://overview.legal/laws/dsa/art-20).

## Provision text

### 20(1)

Providers of online platforms shall provide recipients of the service, including individuals or entities that have submitted a notice, for a period of at least six months following the decision referred to in this paragraph, with access to an effective internal complaint-handling system that enables them to lodge complaints, electronically and free of charge, against the decision taken by the provider of the online platform upon the receipt of a notice or against the following decisions taken by the provider of the online platform on the grounds that the information provided by the recipients constitutes illegal content or is incompatible with its terms and conditions:

a) decisions whether or not to remove or disable access to or restrict visibility of the information;
b) decisions whether or not to suspend or terminate the provision of the service, in whole or in part, to the recipients;
c) decisions whether or not to suspend or terminate the recipients’ account;
d) decisions whether or not to suspend, terminate or otherwise restrict the ability to monetise information provided by the recipients.

## Topics on this provision

- **Out-of-Court Dispute Settlement under DSA** — https://overview.legal/topics/out-of-court-dispute-settlement-dsa
  This is a distinct DSA topic that warrants its own entry, as it covers specific procedures, requirements, and mechanisms for resolving disputes outside of court
- **DSA Terms and Conditions Requirements** — https://overview.legal/topics/dsa-terms-conditions-requirements
  This new topic is needed to specifically address the requirements for terms and conditions documents under the DSA, including transparency, accessibility, and m

## Cited by (exact-provision citations)

- **Guidelines 3/2025 on the interplay between the DSA and the GDPR** (guidance) — https://overview.legal/posts/51175
- **Guidelines 3/2025 on the interplay between the DSA and the GDPR** §48 (guidance, EDPB) — https://overview.legal/posts/51175

---
Generated by overview.legal · https://overview.legal/laws/dsa/art-20#par-1 · 2026-10-06