ANACOM - Portuguese Communications Authority

03/17/2026 | Press release | Distributed by Public on 03/17/2026 05:56

Complaints about digital services increased by 259% in 2025

ANACOM recorded 237 complaints related to digital services in 2025, 171 more complaints than in 2024 (+259%).

The platform generating the most complaints is Instagram, owned by Meta. Instagram accounts for 36% of all complaints about digital services registered during the period, with 85 complaints, 71 more than in 2024, followed by Facebook, also owned by Meta, with 24% of complaints: a total of 56 complaints (37 more than in 2024).

Also appearing, though less frequently, are Google with 6%, and WhatsApp and X, both with 5% of complaints.

Overall, Very Large Online Platforms (VLOPs), subject to supervision by the European Commission, account for 72% of registered complaints. Meta's platforms (Instagram and Facebook) both based in Ireland, account for 60% of total complaints.

The main reason for complaints about digital services was the suspension, restriction, or removal of accounts or content belonging to service recipients by intermediary service providers, based on alleged violations of the law or contractual terms and conditions, which the service recipients considered unjustified. This reason accounted for 43% of complaints received in 2025, corresponding to 103 complaints (80 more than in 2024).

The second most frequent reason relates to the reporting of unlawful content. These complaints are forwarded to the appropriate authorities whenever necessary. This issue was indicated in 91 complaints (38%) and was the issue that saw the biggest increase compared to 2024, with 78 more complaints.

Complaints related to the handling of complaints (6%), issues of identity and security of service recipients (5%), and the conditions of services provided (4%) also appear, albeit with significantly less weight.

Of the 237 complaints received in 2025, 54 complaints (23%) were forwarded to the competent Digital Services Coordinator (DSC): 53 complaints were forwarded to the DSC of Ireland and one complaint to the DSC of Belgium, due to indications of breaches of the Digital Service Act by intermediary service providers established in these countries.

During this period, as the Portuguese DSC, ANACOM received two complaints forwarded by DSC of other Member States.

Consult:

ANACOM - Portuguese Communications Authority published this content on March 17, 2026, and is solely responsible for the information contained herein. Distributed via Public Technologies (PUBT), unedited and unaltered, on March 17, 2026 at 11:56 UTC. If you believe the information included in the content is inaccurate or outdated and requires editing or removal, please contact us at [email protected]