Persistent Grievances Surface Regarding Digital Services - Increased Grievances Surrounding Digital Platforms
In the digital age, the rise of online services has brought both convenience and potential risks to consumers. Germany, in particular, has seen a surge in complaints about dubious online services, prompting consumer protection agencies to take action.
According to reports by the German Press Agency, more than 2,900 complaints about such services were recorded in the first half of 2025, nearly triple the number from the previous year. These complaints primarily revolve around service providers who advertise online, offering services such as mail forwarding orders, criminal record certificates, or other official documents.
Ramona Pop, the head of the federal association, has expressed concern over these practices. She stated that consumers should be able to expect serious services when offers are advertised on search engines. In some cases, no service is provided at all after payment, leading to costly and uncertain situations for consumers.
In response, consumer advice centers in Germany have intensified their efforts. They are not only registering and addressing these complaints but also providing advisories on online scams to protect consumers.
At the regulatory level, there are ongoing efforts to enhance digital compliance and cybersecurity. For instance, the Broadcasting Commission of the Federal States in Germany published a draft for updates to the Digital Media State Treaty (DMStV), aiming to modernize media regulations and increase oversight of digital services. The draft includes provisions for better cybersecurity risk management and incident response plans.
Moreover, the implementation of EU-wide regulations such as the NIS2 Directive is expected to impose more stringent obligations on essential digital service providers in Germany. This is intended to ensure security and transparency, which helps curb fraudulent and unscrupulous online activities.
In addition, consumer protection agencies cooperate with reporting centers and "trusted flaggers" designated under the EU Digital Services Act to identify and take down illegal or scam online content. However, this approach has met criticism over concerns about freedom of expression.
Ramona Pop, the head of the federal association, is taking legal action against certain practices, such as a website that offers online forms for contacting the contribution service of public broadcasting for around 39.99 euros, although it is also possible directly and free of charge. She has stated that such practices can lead to uncertainty and loss of trust among consumers.
In summary, German consumer protection entities are adopting a multi-layered approach to combat scams and protect users of online services. This includes intensifying complaint registration and advisories by consumer advice centers, tightening digital media oversight, cybersecurity, and incident notification frameworks through new legislation and regulatory drafts, and cooperating with EU mandated reporting structures to remove illegal or fraudulent digital content, all while balancing the need to safeguard free speech.
- The German federal association is advocating for a change in the community policy, aiming to ensure that consumers can trust the services advertised on search engines, particularly those offering vocational training, mail forwarding orders, criminal record certificates, or other official documents.
- In an effort to increase transparency and security in the digital age, European Union-wide regulations such as the NIS2 Directive are expected to impose stricter obligations on essential digital service providers in Germany, including those offering vocational training services.
