Online Safety Super-Complaints (Eligibility and Procedural Matters) Regulations 2025

Lord Wrottesley Excerpts

Tuesday 15th July 2025 Grand Committee

The super-complaints regime, which will come into force, as I understand it, on 31 December, has the potential to be a powerful tool for online safety. That requires not just good regulations but good implementation, ongoing review and a genuine partnership between the Government, the regulator and civil society. We support these regulations, but I call on the Government to commit to their continuous review and improvement.

[Lord Wrottesley (Con)]

My Lords, I want to add a few comments to the discussions on these regulations. I am sorry; I was a little slow off the mark.

I want to say from the outset that I believe we are going to need much more oversight to protect everyone —in particular our children and other vulnerable groups —from tech, particularly relating to online risks. I will say more on this during the passage of the Children’s Wellbeing and Schools Bill, which is currently before the House. The situation is always evolving and, unfortunately, predators always seem to be one step ahead.

I have always felt that internet and tech companies could do, but choose not to do, more to make their products safer. I know this from personal experience; as I said, I will say more about this in our proceedings on the other Bill before the House. I strongly feel that such companies are complicit in this. It is regrettable that we have to regulate this area in the way we do, but here we are. Having this draft online safety super-complaints regulation is a welcome piece of the jigsaw. If implemented robustly, it has the potential to contribute meaningfully to a safer and more accountable online environment. I worry, though, and want this to work. I have a few questions for the Minister.

Following on from a concern that other noble Lords have raised, I would appreciate hearing from the Minister whether there is going to be a new ombudsman and how this might be funded. I know that there is funding ring-fenced, but we really need to involve appropriate leadership and expertise. How much is enforcement likely to cost?

As currently worded, the regulations do not seem to allow smaller groups, such as victim support groups or small NGOs, to feed information and complaints into the regulator. I feel that allowing for smaller groups would be beneficial to the online safety of the vulnerable.

Appeals were again raised by the noble Lord, Lord Stevenson, and others. We know that, in these regulations, a group needs to apply to have their case approved to be heard. If it is rejected, is there a mechanism for appealing? Is it correct that summary decisions are the only material published after investigations? If so, I believe that we should offer more transparency than this for the public and for case law.

Finally, what powers would a regulator have against the largest companies with their related resources and well-funded legal departments? I am thinking of Instagram, Facebook, various other social media and internet companies, gaming companies and other tech organisations. Will the regulator really have the powers to enforce punishments and change? I sincerely hope it will. A lot is at stake here; we need to get this right not only for today’s users but for future ones.

[Viscount Camrose (Con)]

My Lords, as we have heard, the purpose of the super-complaints mechanism is to allow eligible entities with expertise in online safety matters, such as civil society groups, to raise systemic issues with Ofcom. Such issues may include instances where the features or conduct of regulated services may be causing significant harm, adversely affecting freedom of expression or otherwise adversely impacting users, members of the public or particular groups.

We welcome the Government’s decision to bring forward these regulations, which will help Ofcom to understand the kinds of risks, issues and threats to users identified by the specified groups. We continue to believe that the regulations strike an effective balance between the need to learn from the experience of users and the need to prioritise the testimony of those with experience, expertise and knowledge when considering complaints. It is important that we construct a feedback mechanism, but it is also important that this mechanism can be wielded by Ofcom in a way that is genuinely helpful and can lead to targeted and effective action. The point about concrete outcomes from the process was well made by the noble Lord, Lord Stevenson; I look forward to hearing the Minister’s remarks on that.

The regulations make it clear that eligible groups must meet a required standard before their complaints will be considered. To be eligible to submit complaints under the regulations, an entity must: represent the interests of users, the public or specific user groups; be independent of regulated services; show expertise in online safety, such as regular expert contributions to public or media discussions; and be expected to consider Ofcom’s guidance in its work. In other words, this feed- back mechanism is designed to facilitate communication between Ofcom and independent expert groups. This is right and we very much hope that it will ensure that the case load for Ofcom—I take on board the points and concerns about this—will be such that genuine and proper consideration is given to each complaint raised.

That being said, I hope the Minister can give us some information on how this will be reported back to Parliament. Will we have sight of the volume of cases taken on by Ofcom and will we be able to see how many complaints have been upheld and how many rejected? I appreciate that, as part of the process, while any super-complaint is live, it must be subject to protection from outside interference, but having this information after the fact would make an important metric that noble Lords and Members in the other place will be able to use to assess how well the machinery and Ofcom overall are working. As has been discussed, the regulations are in the public interest and our collective ability to monitor their effectiveness would be greatly aided by this information—particularly in the context of the Minister’s welcome remark about the need for agility in this fast-moving space.

Further to this point, as I said at the beginning of my remarks, the regulations relate to complaints about systemic issues that could negatively affect freedom of expression, pose a risk of harm to the public or cause other adverse effects for users. Can the Minister, when she rises, please share some more information about how users and members of the wider public will be informed about such harms? It seems to me that it is possible to foresee circumstances where, if a complaint is made by an authoritative body to Ofcom under the regulations, it would be wise to warn users and members of the public of this even before Ofcom concludes its investigations, which, as the regulations make clear, could be completed after a period of as many as 105 days. I think that that is the total day count; I may disagree with the noble Baroness, Lady McIntosh, but the point stands in any case.

Does the Minister agree that, if there is a chance of a serious risk being posed to users, the public should know about it as soon as possible? Can she tell us whether there are circumstances in which the Government will issue warnings once complaints are raised, or will they rely on the relevant complainant group to do so? Once Ofcom has concluded its investigations, if it finds that there are risks posed to users, will the Government or Ofcom undertake to inform users at that stage?

Finally—this is, I am afraid, a slightly more trivial question about the mechanics of the eligibility criteria—the fourth criterion for a complainant group

“is that the entity can be relied upon to have due regard to any guidance published by Ofcom”.

Clearly, this is testable in the negative, but can the Minister comment on how entities that have not actively demonstrated unsuitability will be assessed and monitored against this important criterion? Clarity on these points would be much appreciated and would provide us with valuable further information on how the Government envisage using these regulations to keep people safe.

In conclusion, we support the intent behind these regulations and the way in which they have been constructed; I look forward to the Minister’s remarks. We feel that, on the whole, these regulations offer a clear framework for expert, independent entities—