2. What are the requirements for a complaint system?

July 26, 2023 user
Improving Your Counter-Terrorism Response: A Six-Step Guide to Adhering to the EU’s TCO Regulation Lesson 5: Setting Up a User Notification and Complaint System for Removed Content 2. What are the requirements for a complaint system?

According to the TCO Regulation (33 & Art. 10), complaint systems should:

  • Be user-friendly,
  • Be effective and (easily) accessible,
  • Provide a secure framework in which complaints are dealt with promptly and transparently, so that the complainant is informed of the outcome of the review within two weeks.

The complaint systems must be set up for the purpose of the TCO Regulation to restore erroneously removed content. However, complaints can also be heard against measures taken to enforce the platform’s ToS beyond the scope of the TCO Regulation.

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