Recommendation 12

In other areas of Ofcom’s regulation, such as broadcasting, Ofcom can take action over complaints about individual programmes. We asked Ofcom how it will manage public expectation, including the risk of disappointment that people cannot complain to Ofcom about individual pieces of online content and the risk of frustration people might feel if they cannot see action being taken. Ofcom told us that it will be transparent about its work, including, where appropriate, publishing updates on compliance and enforcement action.19 Ofcom has also developed a communications strategy for managing people’s expectations and addressing misunderstandings about its roles.20 However, Ofcom stated that it did not currently have a system for relating action it subsequently took back to individual complaints from the public and did not think this would be straightforward to implement. Ofcom recognised the importance of a feedback loop to the public and said it would think about explaining how its work relates to public concerns.21 Monitoring and enforcing compliance