Two-thirds of Dutch consumers say they run into problems when using online platforms, ranging from blocked accounts to misleading algorithms, according to research by the consumer authority ACM.

Many users complained that their accounts or content were restricted without explanation, or that they could only reach automated helpdesks such as chatbots instead of a human contact point.

Others said algorithms promoted content without transparency, or that paid adverts were not clearly labelled.

The research is based on interviews and surveys with 600 business users and more than 1,800 consumers.

ACM board member Manon Leijten said too many people were unaware they could challenge unfair practices. “It is important that users know their rights, so they can act when things go wrong,” she said.

To increase awareness, the ACM is launching an information campaign this week about the European Digital Services Act (DSA), which has been in force since early 2024. The campaign highlights three common problems: illegal content, blocked accounts and a lack of transparency around paid advertising.

Since the DSA came into effect, the watchdog has already received nearly 700 complaints, most concerning blocked accounts, the handling of illegal content and poor customer support.

Around two-thirds of the cases involved platforms based in other EU countries, which were passed on to local regulators.

The ACM formally took on responsibility for monitoring compliance with the DSA in the Netherlands in February 2025.

Have you been struggling to get through to a human being or found your account blocked without reason? Feel free to share your experiences via editor@dutchnews.nl.