Source · Select Committees · Public Accounts Committee
Recommendation 9
9
Rejected
Online Safety Act mandates service providers establish procedures for handling user complaints.
Conclusion
The Act requires all regulated service providers to put procedures in place for handling complaints from users and affected people about potentially harmful content.14 Ofcom will set out, through its codes of practice, how it expects service providers to handle such individual complaints. Its expectations include that it is easy for people to complain about particular pieces of content, and that service providers communicate effectively with the complainant and take action when the complaint is justified.15
Government Response Summary
The government disagrees, stating that the Act does not empower Ofcom to adjudicate individual complaints, which should be directed to service providers. Ofcom will analyze complaint trends, and eligible entities can bring super-complaints. The Secretary of State may also impose a duty for alternative dispute resolution on Category 1 services.
Government Response
Rejected
HM Government
Rejected
2.1 The government disagrees with the Committee’s recommendation. 2.2 Ofcom agrees it is important for users to see improvements to their online experiences. Regulated services will be required to operate easy-to-use, accessible and transparent complaints procedures; Ofcom holds enforcement powers to bring them into compliance. The Act does not empower Ofcom to adjudicate on individual complaints; these should be directed to the provider itself, which is best placed to resolve issues. 2.3 Ofcom recognises the importance of gathering information about users’ experiences. Ofcom’s online form allows users to report where they feel a service provider has failed to properly address their concerns. Ofcom will analyse complaints for trends that may require further action such as additional research, engagement with services, or consumer campaigns. Ofcom’s enforcement decisions will usually note where they have been informed by user complaints. User complaints to Ofcom will be acknowledged and they will be directed to sources of support. 2.4 Eligible entities representing the interests of users and members of the public will be able to bring super-complaints to Ofcom about concerns that services’ features or conduct present a risk of harm to users. The government will specify, in regulations, criteria for eligible entities, and Ofcom will issue guidance on how it will handle super-complaints. 2.5 The Act requires Ofcom to undertake a report on services’ reporting and complaints procedures. Following this, the Secretary of State may impose, through regulations, a duty on Category 1 services to arrange and engage in an impartial, out-of-court, alternative dispute resolution procedure.