Schedule 3: Timing of providers’ assessments Duties about content reporting and complaints procedure Section 21: Duties about complaints procedures
This section sets out the duties regarding complaints mechanisms which apply in relation to providers of regulated user-to-user services (Section 32 contains similar provisions relating to search services).
	Subsection (2) sets out that services must have a complaints procedure that:
allows for complaints to be made relevant to the type of content and the duties on the service.
provides for appropriate action to be taken when a complaint is upheld. Examples of appropriate action might include removal of illegal content if flagged, or reinstating content unfairly removed.
is easy to access and use, including by children, and that the process is transparent.
	Subsection (3) sets out that the policies and procedures that govern handling of complaints must be set out in a service provider’s terms of service, and these must be easily accessible, including for children. This is to ensure that users and affected persons can easily find and use the complaints policies and procedures.
	Subsections (4) to (6) set out the types of complaints for which the different categories of service provider must have a complaints procedure. The types of complaint correspond to the types of content that the regulatory framework requires them to address under relevant duties.