Out-of-Court Dispute Settlement
1. Your right under DSA Article 21
Article 21 DSA gives recipients of services (and those who submitted a notice and were dissatisfied with the outcome) the right to a certified, impartial, and non-binding out-of-court dispute settlement ("OODR"). The body's decision is binding on us if we agreed in advance; SocialGryd currently treats OODR decisions as persuasive rather than binding, and we will state our reasoning if we decline to follow a specific decision. You retain the right to go to court.
2. Prerequisites
- You must have received a Statement of Reasons from us (or our failure to act within statutory deadlines on a valid Article 16 notice).
- You must have used our internal complaints mechanism — the "Appeal" button on your Statement of Reasons — or 6 months must have passed since the original decision.
- You must refer the matter within 6 months of our internal-complaint decision (or 6 months of the original decision if you chose not to use the internal mechanism).
3. Certified bodies (indicative)
The list of certified OODR bodies is maintained by each Member State's Digital Services Coordinator and published on the Commission's DSA portal. The bodies below are illustrative of those operating as of April 2026. We update this table as certifications change — if a body is no longer certified, its reference is retained for historical transparency but is marked accordingly.
| Body | Certifying DSC | Coverage | Contact |
|---|---|---|---|
| Appeals Centre Europe (formerly Oversight Board) | Ireland (Coimisiún na Meán) | EU / EEA content-moderation disputes on major online platforms | appealscentre.eu |
| User Rights | Germany (Bundesnetzagentur) | Germany and EU content-moderation disputes | user-rights.org |
| ADROIT | Malta (Malta Communications Authority) | EU-wide online-platform disputes | Contact details published on the Malta DSC website |
| Digital Solidarity | Belgium (BIPT) | EU-wide online-platform disputes | Contact details published on the Belgian DSC website |
If a body relevant to your location or language is not listed above, check the Commission DSA portal or contact the DSC of your Member State of residence. An up-to-date DSC directory is maintained at Digital Services Coordinators directory.
4. Costs
Under Article 21(2) DSA, certified bodies may charge a reasonable fee but must not make the procedure excessively costly for recipients. Where we lose a dispute we reimburse your reasonable costs (including the body's fee) in line with Article 21(5). Where you lose we do not claim costs from you unless you have acted in bad faith.
5. What to include in your referral
- A copy of our Statement of Reasons and any appeal decision.
- A short narrative of the facts.
- Your preferred remedy (for example, restoration of content, account reinstatement, correction of the record).
- Contact details for correspondence.
6. How we participate
- We engage in good faith with every certified OODR referral.
- We provide the body with our full record of the decision, including any automated-decision evidence.
- We act on the outcome without undue delay, typically within 14 days of a final decision; where we choose not to follow the decision we publish our reasoning in the relevant Transparency Report.
7. Outside the EU/EEA
DSA Article 21 does not apply outside the EU/EEA. If you are outside the EU/EEA, we still operate an internal complaints mechanism (see Community Guidelines) and you retain any rights you have under your local consumer-protection or dispute-resolution framework (UK online safety complaints, California AB 587 moderation-transparency rights, Australian ACMA complaints on specific categories, etc.). Where available, we accept referrals from recognised national ombudsman or consumer bodies.
8. Contact
- Appeal and OODR correspondence: appeals@socialgryd.com
- DSA Article 11 Single Point of Contact (authorities): legal@socialgryd.com
- DSA Article 12 Single Point of Contact (recipients): support@socialgryd.com