Increased grievances over digital platforms

Increased grievances over digital platforms

In the bustling city of Berlin, consumer centers are experiencing a surge in complaints about dubious internet services, particularly those offering services for official documents and mail forwarding orders. The first half of 2025 has seen a significant increase in complaints, almost tripling the number from the previous year.

Consumers often find themselves paying for services that could be cheaper or free at official institutions. The issues range from service disruptions, contractual challenges, and poor customer support, leading to escalated grievances to consumer advice centers.

The loss of the EU’s Online Dispute Resolution (ODR) platform, which once assisted consumers in resolving online conflicts, has removed a key avenue for addressing these disputes. As of July 20, 2025, the EU repealed the Regulation requiring online traders to provide access to the ODR platform due to its low usage and effectiveness.

To combat online fraud and dubious internet services, authorities and organizations are taking several actions. Apps and tools enable consumers to generate official evidence of service problems to escalate complaints to providers or national regulators such as the Bundesnetzagentur (Federal Network Agency), which oversees telecom and internet services in Germany.

Moreover, new laws and directives are being advanced to strengthen digital infrastructure security, improve transparency, and enforce stricter compliance for online services. For example, the draft legislation aligned with the NIS2 Directive includes mandatory cybersecurity risk management and incident notification requirements with significant fines for breaches.

The Broadcasting Commission of the Federal States in Germany is also updating digital media laws (Digital Media State Treaty - DMStV) to better align with European laws, which may improve consumer protection and reduce online fraud risks.

Ramona Pop, the head of the federal association, has warned consumers to be cautious when dealing with such offers. Online fraud can be expensive and lead to uncertainty and loss of trust among people. The federal association is taking action against such practices to protect consumers, as demonstrated by their legal action against a website charging 39.99 euros for online forms to contact the contribution service of public broadcasting, a service that can be done for free directly.

However, recognizing unserious or even fraudulent offers can be challenging. The association head emphasizes the importance of transparency in online services, and platforms that earn money from advertising for unserious offers must fulfill their responsibility. The example given of online fraud involving a website charging for services that can be obtained for free directly underscores the need for increased vigilance and transparency in the digital marketplace.

1. The surge in complaints about dubious internet services in consumer centers, such as those offering services for official documents and mail forwarding orders, has been increasingly noticed in the general-news sector, following the loss of the EU's Online Dispute Resolution (ODR) platform.
2. In an effort to combat online fraud and dubious internet services, several actions are being taken across the industry, including the enhancement of digital infrastructure security to improve transparency and enforce stricter compliance for online services, as demonstrated by the draft legislation aligned with the NIS2 Directive.

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