Digital transformation poses new challenges to social risk management. Whether the ap plication of digital technology and the proliferation of digital platforms can drive the development of horizontal collaborative governance, or further strengthen traditional vertical hierarchical collaboration, re mains inconclusive both theoretically and empirically. Digital platform risk management encompasses several collaborative modes, including horizontal, vertical, and combined horizontal vertical collaboration. In addressing complaints and requests, horizontal and combined horizontal vertical collaborations are the predominant governance models. Vertical and horizontal collaborative models significantly enhance the resolution of public complaints and requests but also increase response time. The combined horizontal vertical collaboration model demonstrates superior efficiency and outcomes in risk management, enhancing problem resolution while reducing response times. The results highlighting that social risk management in digital transformation is not moving in a singular dimension or direction.