Media regulator Coimisiún na Meán has opened a formal investigation into social media platform X amid concerns that it is not giving users the opportunity to appeal content moderation decisions.
The inquiry will also focus on concerns that X’s internal complaint-handling systems are not easy to access and user-friendly, as required by law.
The investigation is the first to be carried out by Coimisiún na Meán under the EU Digital Services Act (DSA).
The regulator said the inquiry arises from concerns held by its own Platform Supervision Team, supplemented by information provided by an NGO, HateAid and a user complaint.
The investigation will look into whether people are able to appeal X’s decisions not to remove content when they report something that they think breaches the platform’s terms of service.
It will examine whether people are properly informed of the outcome of a report they make and whether they are informed about their right to appeal the decision.
The probe will also assess if X has an internal complaints-handling mechanism that is easy to access and user friendly.
Article 20 of the DSA states that users must be provided with access to an effective internal complaint-handling system that allows them to lodge complaints against certain decisions taken by the platforms.
“Today, we are taking an important step in ensuring a safer online experience for users across the European Union,” said Coimisiún na Meán’s Digital Services Commissioner John Evans.
“We expect online platforms to meet their obligations under the DSA, and to operate with transparency in informing users of their rights to report and to appeal decisions,” he said.
“If we suspect that any platform is failing in these obligations, we will not hesitate to intervene and where appropriate take enforcement action to protect the safety of users in Ireland, and across the European Union,” he stated.
“For the largest platforms, we collaborate closely with the European Commission to ensure the Digital Services Act produces good outcomes for European citizens,” Mr Evans said.
If a provider is found in violation of the DSA, Coimisiún na Meán can apply an administrative financial sanction, including a fine of up to 6% of turnover.
X has been contacted for comment.