Milieu to assess out-of-court dispute settlement under the Digital Services Act

Milieu has launched a new study for DG CNECT to support the implementation of Article 21 of the Digital Services Act (DSA) on out-of-court dispute settlement (ODS). The study aims to address the challenges currently encountered by emerging and certified ODS bodies as they work to support users and interact with online platforms.

The project will focus on admissibility checks as well as the identification, processing and exchange of relevant dispute information between ODS bodies and online platforms. It will also examine additional issues raised through stakeholder consultations and a targeted survey.

The study will generate practical and actionable recommendations to help strengthen cooperation between ODS bodies and online platforms. It will also provide insights to support the supervision and enforcement activities of the European Commission, the Digital Services Coordinators, and the European Board for Digital Services (DSA Board).

Milieu will carry out this study with the technical support of nisien.ai, contributing to the enhancement of user redress mechanisms and improved platform–ODS cooperation across the EU.