The Office of Competition and Consumer Protection (UOKiK) has accused Meta Platforms Ireland, which manages Facebook and Instagram, of obstructing customers’ ability to contact the platforms directly. If confirmed, these allegations could result in a fine of up to 10% of Meta’s annual turnover.
UOKiK claims that Meta is not providing effective communication channels for consumers, which violates applicable laws. Many people rely on Facebook and Instagram for communication, community building, and other activities. By creating an account, users enter into a contract with Meta and expect to reach out for support in the event of issues such as account takeovers or payment disputes.
Currently, Facebook and Instagram do not offer email addresses or phone numbers for direct contact; users are directed to help centres and reporting forms that cover only limited situations. This lack of efficient communication can obstruct users from asserting their consumer rights, as they often do not receive confirmation of their complaints.
UOKiK is investigating whether businesses in the e-commerce sector provide adequate contact information, especially for global services available to Polish consumers. If the charges against Meta are upheld, the company could face significant penalties.
