Question to the Department for Science, Innovation & Technology:

To ask the Secretary of State for Science, Innovation and Technology, what assessment he has made of the potential merits of requiring an independent alternative dispute resolution process for the resolution of disputes in relation to online safety between users and platforms.

The Online Safety Act 2023 requires platforms to put in place reporting and complaints processes to resolve disputes. In the first instance, service providers are best placed to respond to individual complaints on online safety. However, the Act 2023 requires Ofcom to review the efficacy of platforms’ complaint processes and publish a report within two years of the relevant duties taking effect. We expect this in early 2028.

Following this report, the Secretary of State has a power to require Category 1 services to put in place, or engage with, an ‘alternative dispute resolution’ process.