ANACOM received 65 complaints about digital services in 2024 against intermediary service providers

Published on 5 March 2025

ANACOM recorded 65 complaints from users of digital services against intermediary service providers (ISPs) in 2024.

The most common issues raised regarding digital services are content deemed illegal by service users (45%); dissatisfaction with the suspension or deactivation of accounts deemed illegal or contrary to the terms and conditions by ISPs (31%); difficulties in making a complaint, in particular due to the inability to contact the ISP to appeal a decision taken by them, including the lack of available contact points, were also mentioned by service users in around 19% of the complaints received. Dissatisfaction with ISPs’ decisions to remove or not remove content reported as illegal is another of the most frequently complained-about issues (11% of the total).

There are also complaints regarding the use of online interfaces and websites for attempted fraud, the inadequacy of customer support provided, amongst other reasons.

Meta’s online platforms – the social media sites Facebook and Instagram – were the most frequently complained about in 2024, accounting for around 48% of complaints received. Also noteworthy are Google, with 12% of complaints received, and WhatsApp, also owned by Meta, with 8%. Complaints were also recorded against Temu, X, Microsoft OneDrive, Snapchat, Reddit and Starlink.

Among the PSIs established in Portugal or which have appointed a legal representative in the country, Cloudflare recorded the highest number of complaints (17%), followed by Almouroltec (12%). Complaints were also received against Portal da Queixa, NOS, Worten, DMNS – Dominios, and ONITELECOM.

Among the complaints received, ANACOM forwarded seven complaints containing evidence of infringements to the Irish Digital Services Coordinator, targeting Meta, Temu and Google, platforms established in that country, in accordance with the provisions of Article 53 of the Digital Services Regulation. The failure to provide reasons following a decision by ISPs regarding content deemed illegal and the failure to respond to complaints from service recipients were the most common grounds for forwarding complaints.

It should be noted that ANACOM has been designated as the competent authority and Digital Services Coordinator in Portugal, responsible for the supervision and enforcement of the Digital Services Regulation.

Regulation (EU) 2022/2065 of the European Parliament and of the Council, which entered into force on 17 February 2024, aims to contribute to the proper functioning of the internal market for intermediary services by establishing harmonised rules for a safe, predictable and reliable online environment.

Original article at https://shorturl.at/lJXAI