Social media users have a new way in which to turn
A new initiative affords a new opportunity to stakeholders in the European Union who come across disputes with various social media giants like Facebook, Tiktok & Youtube. Soon, the company is to open a new call center that will be certified by Irish regulators to take complaints regarding content moderation decisions.
Based on the work and decisions of Meta’s Oversight Board
This is similar to Meta’s Supervisory Board wherein it interferes with the moderation of contents through Facebook, Instagram and Threads. While Meta has been asking other social media firms to adopt its Oversight Board, none has felt compelled to actually do so. However, the situation has recently changed with the introduction of Europe’s Digital Services Act (DSA) that permits formation of Out-of-Court Dispute Resolution (ODS) bodies.
An affiliate of Meta to support users on the products as well as services of the organization.
However, the new call center has a strong affiliation with Meta’s Supervisory Board even though it is an independent center. The new call center will be headed by Thomas Hughes, a former CEO of the Supervisory Board Administration. Also, the first non-executive directors of the call center are directors of the Supervisory Board as well.
In service at the end of 2024
The call center is set to go “online by the end of year 2024” when people and companies can place their orders via the internet. Those users who will want to appeal the moderation decision will be required to pay a small fee which will be reimbursed in case the rules of the group are on their side. Nonetheless, the boundaries of this process and an amount of cases the group will be capable to investigate are still rather vague.
In other words this new call center may be more visible regarding content moderation problems and hold new possibilities to attract peoples attention and help them regain a more favorable view.