Comment Moderation
Comment moderation means reviewing, approving, hiding or deleting user contributions on a company's own social media channels, and blocking individual accounts. Its purpose is to remove unlawful content and disruption while leaving permissible criticism in place.
In practice
If you know that a manifestly unlawful comment sits beneath your own post and fail to act, you risk being held responsible yourself under the principles governing the liability of service providers; whether and from what point this applies in an individual case is a legal question for your solicitor. Document reports and your response with timestamps. The Digital Services Act, fully applicable since 17 February 2024, obliges hosting providers to run notice and action mechanisms and online platforms additionally to run an internal complaint-handling system; micro and small enterprises are largely exempt from the platform duties. For you this mainly opens an additional route when your own tools against insults and false claims fall short. Use word filters for unambiguous abuse, but do not rely on them, as they are easily circumvented. The most common mistake is silently deleting factual complaints: that routinely attracts more attention than the original comment did.