21 Duties about complaints procedures
Online Safety Act 2023 (2023 c 50) | Legislation

21  Duties about complaints procedures

(1)     This section sets out the duties about complaints procedures which apply in relation to all regulated user-to-user services.

(2)     A duty to operate a complaints procedure in relation to a service that—

(a)     allows for relevant kinds of complaint to be made (as set out under the headings below),

(b)     provides for appropriate action to be taken by the provider of the service in response to complaints of a relevant kind, and

(c)     is easy to access, easy to use (including by children) and transparent.

(3)     A duty to include in the terms of service provisions which are easily accessible (including to children) specifying the policies and processes that govern the handling and resolution of complaints of a relevant kind.

All services

(4)     The following kinds of complaint are relevant for all services—

(a)     complaints by users and affected persons about content present on a service which they consider to be illegal content;

(b)     complaints by users and affected persons if they consider that the provider is not complying with a duty set out in—

(i)     section

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