Checks / Obligations / Let people complain and challenge
Obligation · 12 controls · 9 laws
Let people complain and challenge
There must be a clear way to complain, appeal or contest an outcome, answered in good time.
What to put in place
Publish a complaints and appeal route, set response times and keep a record of every case.
Policy wording you can use
[your organisation] gives everyone affected by its services a clear route to complain, appeal or contest an outcome, answers within published timescales, and keeps a record of every case.
Prove it once
Describe or link the evidence that this is in place: the policy, the page, the document reference. It is sealed once and applied to all 12 controls here that take a yes or a document (the rest need their own number or date and are listed after).
Every control that asks for this
EU Digital Services Act
- DSA Art.16 - notice-and-action mechanism
- DSA Art.20 - internal complaint system
- DSA Art.21 - out-of-court dispute route