Complaint

Complaint form under Article 53 of the Digital Services Act

This form is also available in Croatian. Otvori hrvatsku verziju.

1. COMPLAINANT INFORMATION

a) The complainant is

Legal entity

Natural person

b) Name of complainant

c) Country of residence/registered office of the complainant

d) Complainant's address

e) Complainant's email address

f) I am submitting this complaint

On my own behalf

On behalf of someone else

If submitted on behalf of someone else, please upload the authorisation document

I am aware that, pursuant to Article 53 of the Digital Services Act, this complaint may, where appropriate, be forwarded to the Digital Services Coordinator in the country of establishment of the service provider.

2. SERVICE PROVIDER INFORMATION (against whom the complaint is submitted)

Name of service provider

Member State of establishment of the service provider or its legal representative (if known)

Service link (URL)

Your account on this service (username, profile ID, or email within the service)

3. REASON FOR THE COMPLAINT

NOTE: It is mandatory to select at least one of the main reasons (1–6), while selecting sub-reasons is optional.

1. Any restriction of the visibility of specific information you have provided as a user, including removal of content, disabling access to content or downranking of content

Removal of content

Disabling access to content

Downranking of content

2. Suspension, termination, or other restriction of monetary payments

Suspension of payments

Termination of payments

Restriction of payments

3. Suspension or termination of the provision of the service in whole or in part

Full suspension

Partial suspension

Complete termination of the service

Partial termination of the service

4. Suspension or closure of the account

Account suspension

Account termination

5. The provider has not provided any decision or information about the outcome after I reported illegal content (no response to my notice).

6. Another issue related to the conduct of the service provider that you consider not to be in compliance with the Digital Services Act (e.g. Absence of a clear mechanism for reporting illegal content, unclear or inaccessible terms and conditions, advertisements that are not clearly identified as such, absence of a contact point for users)

COMPLAINT DESCRIPTION (Please describe what happened.)

0/4000

4. DOCUMENTATION AND ADDITIONAL INFORMATION

Attach any relevant evidence and documentation (e.g., Screenshots, links to content (URL), correspondence with the service provider etc.)

Upload field (You may select multiple files)

5. PRIOR ACTIONS TAKEN BY THE COMPLAINANT

Have you contacted the service provider?

Yes No

Have you received a response/statement of reasons from the provider?

Yes Partial No

Please upload the provider’s response (if applicable)

If the provider is an online platform, did you receive information on further avenues of legal redress, such as the possibility to lodge an appeal (use the internal complaint-handling system), to contact an out-of-court dispute settlement body, etc.?

Yes No

Have you used the platform’s internal complaint-handling system?

Yes No

If yes, please upload the platform’s decision (if applicable).

Have you used any other avenues of legal redress (e.g. an out-of-court dispute settlement body, court proceedings)?

Yes, an out-of-court dispute settlement body Yes, court proceedings Yes, other No

If yes, please upload the decision of the competent body (if applicable).

Are you familiar with the service provider’s Terms and Conditions?

Yes No

Personal data protection notice

The controller of personal data collected within this form is the Croatian Regulatory Authority for Network Industries (HAKOM). The personal data you provide in this form are processed for the purpose of receiving and handling complaints in accordance with Regulation (EU) 2022/2065 (the Digital Services Act) and applicable national legislation, on the basis of compliance with legal obligations and the performance of tasks carried out in the public interest which have been entrusted to HAKOM. Your data may be disclosed to other competent authorities in the Republic of Croatia and to competent authorities of other Member States of the European Union where this is necessary for the handling of the complaint. The data will be retained only for as long as is necessary to achieve the above purpose and in accordance with the rules on the retention of archival material. More detailed information on the processing of personal data, including the contact details of the Data Protection Officer, is available at the following link.