NAVIGATING disputes WITH EASE
Discover how the Appeals Centre makes it easy to manage your case.
Understanding the initial assessment process
The initial assessment involves a thorough review of your case and identifies whether the Appeals Centre can resolve your dispute. Our expert team carefully examines all relevant evidence to ensure a comprehensive and independent evaluation.
GATHERING AND SUBMITTING DOCUMENTATION
In this step, you gather and submit documentation to support your dispute. Our customer portal lets you provide explanations, and organise your information. We understand that the dispute process can be complex, so we’ve designed our platform to make this step as easy as possible.
Efficient
Streamline your dispute process
In this step, the Appeals Centre carefully evaluates your case. Our customer portal makes it easy to manage your dispute online.
Case deliberation
Our team of experts reviews the details of your case to make an independent and informed decision.
Fair evaluation
We assess all relevant factors and evidence to evaluate your dispute in a fair and impartial manner.
Understanding the decision-making process and determining outcomes
In this step, we clearly explain how we make our decisions. Our goal is to provide transparency and ensure that you understand the reasons for our decisions.
Delivering your decision
Once we have reviewed your dispute, we will notify you that a decision has been made and ask you to log into the portal to view your decision.
Simplified
Understanding the
disputes process
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1
Overview
Follow the step-by-step process to submit and track your dispute. -
2
Submission
Submit your documents and any supporting evidence. -
3
Review
Your case is reviewed by our expert team. -
4
Decision
Receive the decision on your dispute.
FAQS
Find answers to common questions about
the case management and appeals process.
Do platforms have to implement the Appeals Centre’s decisions?
While the Appeals Centre’s decisions are non-binding, platforms must engage in good faith and our decision may result in the platform overturning its previous decision on the content in question.
How do I submit a dispute?
Click ‘Start Dispute‘ in the header of this page to dispute a content moderation decision by Facebook, TikTok or YouTube.
How do I track my case?
You can manage and track your case through our online case management portal here.
How does the Appeals Centre select its case reviewers?
The Appeals Centre is staffed by full-time, professional case reviewers with experience of applying platforms’ content policies. We also have reviewers with linguistic and subject-matter expertise. The compensation of our case reviewers is not linked to how they decide cases.
How long will it take to make a decision on my dispute?
We aim to make our decision available to you and the platform within 90 calendar days of you submitting your dispute. In most cases, however, we expect to make our decision more quickly. If we encounter unexpected delays, we will send a message to the email address provided when you submitted your appeal. For complex disputes, we may extend the timeframe for making our decision to up to 180 calendar days.
How much does it cost to submit a dispute?
There is a €5 fee for submitting a dispute, which is refunded if we decide the case in your favour. This fee helps prevent abuse of our systems and ensures that we only receive legitimate cases from users.
How recently does the content in question need to have been posted?
The platform must have made its decision on the content in the last six months.
What can I do if I’m unhappy with this service?
If you are unhappy about your experience with the Appeals Centre you can send us feedback. We review complaints if they are made within 21 days of the incident about which you have concerns. When contacting us, please provide examples of any potential issues. We will use your feedback to make improvements to our service, and complaints are regularly reviewed by our leadership.
What kind of content does the Appeals Centre cover?
We currently accept disputes about individual pieces of content which have been removed or left up by Facebook, TikTok and YouTube. This includes videos, photos, text posts and comments. Account restrictions, and other types of enforcement actions, cannot be reviewed by the Appeals Centre at this time.
What does the Appeals Centre do when it receives my dispute?
See our ‘Dispute Process‘ page for more information on how we review and decide disputes.
What language does the content need to be in to submit a dispute to the Appeals Centre?
Content can be submitted in most languages commonly spoken in the EU. However, the dispute must be communicated to us in one of our six operating languages: English, French, Spanish, Italian, German and Dutch, so you must use one of those languages when submitting a dispute.
What platforms does the Appeals Centre cover?
We currently accept disputes about content on Facebook, TikTok and YouTube. We intend to expand to other social media platforms over time.
What rules does the Appeals Centre apply when deciding a dispute?
Our case reviewers apply platforms’ content policies (terms and conditions) when deciding disputes. When making these decisions, we will apply our normative framework which includes a human rights analysis.
Who can submit a dispute to the Appeals Centre?
Anyone located in the European Union can submit a dispute.
