Handle a complaint about a decision

You set the window when you decide a notice: 180, 365 or 730 days, or any number of days in between, counted from the day of the decision. The drawer's checklist shows the last day under Internal complaint window open, and the decision email gives the reporter the same date.

• Article 20(1) says at least six months. Six calendar months always run to more than 180 days, so the 180-day option ends one to four days short of six months. Choose a longer window if you want the full six months covered.
• Article 20(2) counts the six months from the day the person is told of the decision. The reporter is emailed the day you decide. If you send a statement of reasons later, the person whose content you restricted has six months from then.

Complaints reach you outside the platform, by email or however your terms say. The decision email gives the reporter the deadline but not an address, so say where to complain in your reply.

1. Open the decided notice in Compliance › Content Safety › Reports.
2. Under Appeals, select Log an appeal.
3. Enter the complainant's Name and Email, how it was Received via, the Date received and their Grounds, in at least 30 characters.
4. Select Log appeal.

The platform refuses a complaint whose date received is after the window closed. Logging one sends nothing to the complainant.

1. Select Decide this appeal on the complaint.
2. Choose the Outcome: Original decision upheld or Original decision reversed.
3. Write the Reasons, in at least 10 characters, and select Record outcome.

The person who decided the notice can't decide a complaint against it, and the button isn't shown to them. Article 20(6) asks that complaint decisions are taken under the supervision of appropriately qualified staff, not solely by automated means. Once recorded, an outcome can't be changed.

Complaints feed the Appeals figures of your transparency reports: how many were lodged in the period, how many decisions were upheld or reversed, and how many were still pending at its close. See Publish a transparency report.