New Regulations for Online Safety Complaints: What You Need to Know

As the digital world continues to expand, ensuring the safety of online environments has become a top priority. Enter the Online Safety Super-Complaints (Eligibility and Procedural Matters) Regulations 2025—a set of rules designed to streamline the process through which organizations can raise concerns about online safety issues to the UK's communications regulator, OFCOM.

What's New?

1. Eligibility Criteria for Complaints:

   • Only certain entities, known as "eligible entities," can submit these super-complaints. To qualify, an organization must represent the interests of users or the public, demonstrate independence from regulated services, contribute significantly to public discussions about online safety, and adhere to OFCOM's guidance.

2. Supporting Evidence:

   • When lodging a complaint, entities must supply detailed information to prove their eligibility. This includes demonstrating their independence and expertise in online safety matters, as well as outlining how they represent the interests of their users or the public.

3. Complaint Requirements:

   • Complaints must be written, providing contact details and a comprehensive explanation of the issue at hand. They need to be backed by evidence and should clearly state which aspect of the Online Safety Act 2023 the complaint pertains to.

4. Grounds for Rejection:

   • OFCOM can reject a complaint if the entity doesn’t meet the eligibility criteria, if the complaint doesn’t fit the specified types under the Act, or if it simply repeats previously considered issues without new evidence.

5. Response and Decision Timeline:

   • OFCOM is required to acknowledge receipt of complaints promptly and determine eligibility within 30 days (or 15 if the entity is already known to them). They must respond to the complaint within 90 days after eligibility determination, although this can be extended if more information is needed.

6. Submission Restrictions:

   • Entities must wait six months before submitting another complaint unless certain conditions are met, such as the withdrawal of a previous complaint before a response is given.

Why It Matters:

These regulations are set to ensure that only well-founded, relevant complaints are considered, allowing OFCOM to focus on significant issues impacting online safety. This system aims to streamline processes, reduce repetition, and enhance the quality of discourse around online safety challenges.

These measures reflect the evolving landscape of digital communications, emphasizing a balanced approach between regulatory oversight and fostering an open environment for addressing serious online safety concerns. For organizations looking to make a difference, understanding and adhering to these regulations will be crucial in shaping a safer digital future.