Online Safety Act 2023 · CHAPTER 3 Terms of service: transparency, accountability...

72 Further duties about terms of service

s. 72 · in force: yes

Captured statutory text (L5)

72 Further duties about terms of service

All services

(1)A provider of a regulated user-to-user service must include clear and accessible provisions in the terms of service informing users about their right to bring a claim for breach of contract if—

(a)regulated user-generated content which they generate, upload or share is taken down, or access to it is restricted, in breach of the terms of service, or

(b)they are suspended or banned from using the service in breach of the terms of service.

Category 1 services

(2)The duties set out in subsections (3) to (7) apply in relation to a Category 1 service, and references in subsections (3) to (9) to “provider” and “service” are to be read accordingly.

(3)A provider must operate a service using proportionate systems and processes designed to ensure that—

(a)if the terms of service indicate (in whatever words) that the presence of a particular kind of regulated user-generated content is prohibited on the service, the provider takes down such content;

(b)if the terms of service state that the provider will restrict users’ access to a particular kind of regulated user-generated content in a specified way, the provider does restrict users’ access to such content in that way;

(c)if the terms of service state cases in which the provider will suspend or ban a user from using the service, the provider does suspend or ban the user in those cases.

(4)A provider must ensure that—

(a)terms of service which make provision about the provider taking down regulated user-generated content from the service or restricting users’ access to such content, or suspending or banning a user from using the service, are—

(i)clear and accessible, and

(ii)written in sufficient detail to enable users to be reasonably certain whether the provider would be justified in taking the specified action in a particular case, and

(b)those terms of service are applied consistently.

(5)A provider must operate a service using systems and processes that allow users and affected persons to easily report—

(a)content which they consider to be relevant content (see section 74);

(b)a user who they consider should be suspended or banned from using the service in accordance with the terms of service.

(6)A provider must operate a complaints procedure in relation to a service that—

(a)allows for complaints of a kind mentioned in subsection (8) to be made,

(b)provides for appropriate action to be taken by the provider of the service in response to complaints of those kinds, and

(c)is easy to access, easy to use (including by children) and transparent.

(7)A provider must include in the terms of service provisions which are easily accessible (including to children) specifying the policies and processes that govern the handling and resolution of complaints of a kind mentioned in subsection (8).

(8)The kinds of complaints referred to in subsections (6) and (7) are—

(a)complaints by users and affected persons about content present on a service which they consider to be relevant content;

(b)complaints by users and affected persons if they consider that the provider is not complying with a duty set out in any of subsections (1) or (3) to (5);

(c)complaints by a user who has generated, uploaded or shared content on a service if that content is taken down, or access to it is restricted, on the basis that it is relevant content;

(d)complaints by users who have been suspended or banned from using a service.

(9)The duties set out in subsections (3) and (4) do not apply in relation to terms of service which—

(a)make provision of the kind mentioned in section 10(5) (protecting individuals from illegal content) or 12(9) (protecting children from content that is harmful to children), or

(b)deal with the treatment of consumer content.

Further provision

(10)If a person is the provider of more than one regulated user-to-user service or Category 1 service, the duties set out in this section apply in relation to each such service.

(11)The duties set out in this section extend only to the design, operation and use of a service in the United Kingdom, and references to users are to United Kingdom users of a service.

(12)See also section 18 (duties to protect news publisher content).

Full captured verbatim text

All services(1) A provider of a regulated user-to-user service must include clear and accessible provisions in the terms of service informing users about their right to bring a claim for breach of contract if—

(a) regulated user-generated content which they generate, upload or share is taken down, or access to it is restricted, in breach of the terms of service, or

(b) they are suspended or banned from using the service in breach of the terms of service.

Category 1 services(2) The duties set out in subsections (3) to (7) apply in relation to a Category 1 service, and references in subsections (3) to (9) to “provider” and “service” are to be read accordingly.

(3) A provider must operate a service using proportionate systems and processes designed to ensure that—

(a) if the terms of service indicate (in whatever words) that the presence of a particular kind of regulated user-generated content is prohibited on the service, the provider takes down such content;

(b) if the terms of service state that the provider will restrict users’ access to a particular kind of regulated user-generated content in a specified way, the provider does restrict users’ access to such content in that way;

(c) if the terms of service state cases in which the provider will suspend or ban a user from using the service, the provider does suspend or ban the user in those cases.

(4) A provider must ensure that—

(a) terms of service which make provision about the provider taking down regulated user-generated content from the service or restricting users’ access to such content, or suspending or banning a user from using the service, are—

(i) clear and accessible, and

(ii) written in sufficient detail to enable users to be reasonably certain whether the provider would be justified in taking the specified action in a particular case, and

(b) those terms of service are applied consistently.

(5) A provider must operate a service using systems and processes that allow users and affected persons to easily report—

(a) content which they consider to be relevant content (see section 74);

(b) a user who they consider should be suspended or banned from using the service in accordance with the terms of service.

(6) A provider must operate a complaints procedure in relation to a service that—

(a) allows for complaints of a kind mentioned in subsection (8) to be made,

(b) provides for appropriate action to be taken by the provider of the service in response to complaints of those kinds, and

(c) is easy to access, easy to use (including by children) and transparent.

(7) A provider must include in the terms of service provisions which are easily accessible (including to children) specifying the policies and processes that govern the handling and resolution of complaints of a kind mentioned in subsection (8).

(8) The kinds of complaints referred to in subsections (6) and (7) are—

(a) complaints by users and affected persons about content present on a service which they consider to be relevant content;

(b) complaints by users and affected persons if they consider that the provider is not complying with a duty set out in any of subsections (1) or (3) to (5);

(c) complaints by a user who has generated, uploaded or shared content on a service if that content is taken down, or access to it is restricted, on the basis that it is relevant content;

(d) complaints by users who have been suspended or banned from using a service.

(9) The duties set out in subsections (3) and (4) do not apply in relation to terms of service which—

(a) make provision of the kind mentioned in section 10(5) (protecting individuals from illegal content) or 12(9) (protecting children from content that is harmful to children), or

(b) deal with the treatment of consumer content.

Further provision(10) If a person is the provider of more than one regulated user-to-user service or Category 1 service, the duties set out in this section apply in relation to each such service.

(11) The duties set out in this section extend only to the design, operation and use of a service in the United Kingdom, and references to users are to United Kingdom users of a service.

(12) See also section 18 (duties to protect news publisher content).

What this provision means

Model summary, checked against the text on the left.

Relevance to Signicat: 1/3 · detailed summary (L4) Status: not needed for a short provision · Stored artifact; current recipe verification unavailable

Providers must inform users of breach of contract rights and Category 1 providers must enforce terms consistently, providing reporting and complaints mechanisms.

Only the one-line summary above is stored for this provision; the text itself is the evidence.

Refers to

No captured references.

Referred to by

cross-reference internal_cite · Sch. 17 para. 3

cross-reference internal_cite · Sch. 8 para. 13

cross-reference internal_cite · s. 100

cross-reference internal_cite · s. 104

cross-reference internal_cite · s. 131

cross-reference internal_cite · s. 20

cross-reference internal_cite · s. 21

Part summaries

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synthesis coverage: missing evaluation uk:ukpga/2023/50#section-236

synthesis coverage: missing evaluation uk:ukpga/2023/50#section-237

synthesis coverage: missing evaluation uk:ukpga/2023/50#section-238

synthesis coverage: missing evaluation uk:ukpga/2023/50#section-239

synthesis coverage: missing evaluation uk:ukpga/2023/50#section-240

synthesis coverage: missing evaluation uk:ukpga/2023/50#section-241

synthesis coverage: missing/unverified L2 schedule-1-part-1

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synthesis coverage: missing/unverified L2 schedule-5

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synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-15-paragraph-9

synthesis coverage: missing/unverified L2 schedule-16

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-16-paragraph-1

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-16-paragraph-2

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-16-paragraph-3

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-16-paragraph-4

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-16-paragraph-5

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-16-paragraph-6

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-16-paragraph-7

synthesis coverage: missing/unverified L2 schedule-17-part-1

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-1

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-2

synthesis coverage: missing/unverified L2 schedule-17-part-2

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-3

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-4

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-5

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-6

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-7

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-8

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-9

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-10

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-11

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-12

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-13

synthesis coverage: missing/unverified L2 schedule-17-part-3

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-14

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-15

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-16

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-17

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-18

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-19

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-20

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-21

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-22

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-23

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-24

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-25

synthesis coverage: missing/unverified L2 schedule-17-part-4

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-26

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-27

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-28

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-29

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-30

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-31

synthesis coverage: missing evaluation uk:ukpga/2023/50#schedule-17-paragraph-32

Instrument tier unavailable

Change history as published

S. 209 omitted (25.7.2025) by virtue of Online Safety Act 2023 (c. 50), ss. 210(3)(a), 240(1); S.I. 2025/888, reg. 2

Sch. 7 para. 30 omitted (10.12.2024) by virtue of The Online Safety Act 2023 (Priority Offences) (Amendment) Regulations 2024 (S.I. 2024/1188), regs. 1(2), 2(3)

Sch. 16 omitted (25.7.2025) by virtue of Online Safety Act 2023 (c. 50), ss. 210(3)(b), 240(1); S.I. 2025/888, reg. 2 · repeated 7×

Pending effects amendments not yet applied to this text

s. 160(5)(d) words substituted by The Data (Use and Access) Act 2025 (Consequential Amendments and Transitional Provision) Regulations 2026 Sch. 2 para. 26(1)para. 26(2)(k) · Effective date unknown · s. 160

s. 226 applied by Crime and Policing Act 2026 s. 27(3)(a) · Effective date unknown · s. 226

s. 236(5)(6) applied by Crime and Policing Act 2026 s. 27(3)(b) · Effective date unknown · s. 236

Sch. 7 para. 29 words substituted by Crime and Policing Act 2026 s. 104(5)(a) · Effective date unknown · Sch. 7 para. 29

Sch. 7 para. 29(a)(b) substituted for words by Crime and Policing Act 2026 s. 104(5)(b) · Effective date unknown · Sch. 7 para. 29

Show all 24

Sch. 7 para. 29(c) inserted by Crime and Policing Act 2026 s. 106(7) · Effective date unknown · Sch. 7 para. 29

Sch. 7 para. 29(d) inserted by Crime and Policing Act 2026 s. 107(5) · Effective date unknown · Sch. 7 para. 29

s. 184 and cross-heading repealed by Crime and Policing Act 2026 s. 136(5) · Effective date unknown

s. 101(A1)(a) words inserted by Crime and Policing Act 2026 s. 247(3)(a) · Effective date unknown · s. 101

s. 102(5A)(c)(i)(ii) substituted for words by Crime and Policing Act 2026 s. 247(4) · Effective date unknown · s. 102

s. 66(1)(2) coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(a) · Effective date unknown · s. 66

s. 66(7)-(10) coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(b)(2) · Effective date unknown · s. 66

s. 69 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(c)(2) · Effective date unknown · s. 69

s. 100(6)(a)(iii) coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(d)(2) · Effective date unknown · s. 100

s. 104(13)(a)(xii) coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(e)(2) · Effective date unknown · s. 104

s. 120(2)(a) coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(f)(2) · Effective date unknown · s. 120

s. 199 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(g)(2) · Effective date unknown · s. 199

s. 200 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(g)(2) · Effective date unknown · s. 200

s. 201 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(g)(2) · Effective date unknown · s. 201

s. 202 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(g)(2) · Effective date unknown · s. 202

s. 203 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(g)(2) · Effective date unknown · s. 203

s. 204(2)-(4) coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(g)(2) · Effective date unknown · s. 204

s. 205 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(g)(2) · Effective date unknown · s. 205

Sch. 8 para. 12 coming into force by The Online Safety Act 2023 (Commencement No. 5) Regulations 2025 reg. 2(1)(h)(2) · Effective date unknown · Sch. 8 para. 12

Provenance

Every claim the system makes about this text is traceable to these identifiers.

Instrument: uk:ukpga/2023/50
Part: CHAPTER 3 Terms of service: transparency, accountability and freedom of expression
Version: f801ecb26b0a4b5cb23fd0fb…
Content hash: sha256 6a7b39b95aded01f38c826f0…
Source: legislation.gov.uk/ukpga/2023/50