Schedule 3: Timing of providers’ assessments Duties about content reporting and complaints procedures Section 32: Duties about complaints procedures
This section sets out the duties regarding complaint mechanisms which apply in relation to all providers of regulated search services (see section 21 for the equivalent provisions relating to user-to-user services).
	Subsection (2) sets out the requirements for services’ complaints procedures. Subsection (3) provides that the policies and procedures that govern handling of complaints must be set out in a service provider’s terms of service, and that these must be accessible for all users, including children. This is to ensure that users and affected persons can easily find and use the complaints policies and procedures.
	Subsection (4) sets out the types of complaints that must be enabled on all search services.
	Subsection (5) sets out the types of complaints that must be enabled on search services likely to be accessed by children.