The President of the Polish Office of Competition and Consumer Protection (UOKiK) has brought formal charges against Meta Platforms Ireland Ltd., alleging violations of Polish consumer protection law related to the company’s customer contact practices for Facebook and Instagram users.
According to UOKiK, Meta may be failing to provide consumers with effective and legally required channels of communication, particularly in situations involving account takeovers, payment disputes, or loss of access to services. The authority argues that users attempting to seek assistance are often directed to complex systems of online forms that do not allow for efficient or direct contact with the company.
Under Polish law, entrepreneurs entering into distance contracts with consumers are required to clearly and comprehensibly inform them, at the latest at the time the consumer agrees to the contract, of effective means of communication, including an email address and telephone number. This obligation arises from Article 12(1)(3) of the Act on Consumer Rights. UOKiK has expressed serious doubts as to whether Meta complies with this requirement.
UOKiK President Tomasz Chróstny emphasized that Facebook and Instagram play a central role in everyday communication, commerce, and content sharing for many users. He noted that when problems arise—such as account hijacking or security incidents—consumers have a legitimate expectation of rapid and direct contact with the service provider. According to the authority, the absence of clearly indicated contact details may significantly hinder consumers’ ability to protect their rights and personal security.
The authority also pointed to practical difficulties reported by users, including limited scope of available complaint forms, lack of confirmation emails for submitted reports, insufficient feedback, and restrictions on attachments. UOKiK stated that even where dedicated forms exist for certain issues, such as account takeovers, they do not remedy the broader lack of transparent and effective communication channels.
The proceedings were initiated following consumer complaints submitted to UOKiK, some of which describe prolonged lack of response from Meta in situations involving unauthorized access to private messages and personal data. UOKiK indicated that it is examining similar practices across the wider e-commerce sector, particularly with respect to global service providers offering services to Polish consumers.
If the allegations are confirmed, Meta Platforms Ireland Ltd. may face a financial penalty of up to 10 percent of its annual turnover.