Children's online safety code of practice for search services

SUPERSEDED VERSION: This is the draft submitted to the Secretary of State on 24 April 2025, which has since been issued. For the current version of the Code of Practice, please see the Quick guide to Protection of Children Codes webpage on Ofcom's website.

Protection of Children Code of Practice for search services¶

Draft prepared under section 41 of the Online Safety Act 2023 and submitted to the Secretary of State in accordance with section 43(1) of that Act on 24 April 2025.¶

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Office of Communications¶

Draft Protection of Children Code of Practice for search services¶

Presented to Parliament pursuant to section 43(2) of the Online Safety Act¶

2023.

24 April 2025.¶

Any enquiries regarding this publication should be sent to protectingchildren@ofcom.org.uk.

[ISBN]

Printed on paper containing 40% recycled fibre content minimum. Printed in the UK by HH Associates Ltd. on behalf of the Controller of His Majesty’s Stationery Office

Contents¶

1. Introduction ........................................................................................................................ 4 The Protection of Children Code of Practice for search services .................................................... 4 The recommended measures ......................................................................................................... 4 Data protection ............................................................................................................................... 5 2. Application and scope ......................................................................................................... 6 3. Index of recommended measures ...................................................................................... 8 4. Recommended measures ................................................................................................. 13 A. Governance and accountability................................................................................................. 13 B. [Not used] ................................................................................................................................. 17 C. Search moderation .................................................................................................................... 18 D. Reporting and complaints ......................................................................................................... 26 E. [Not used] ................................................................................................................................. 35 F. Settings, functionalities and user support ................................................................................. 36 G. Publicly available statements.................................................................................................... 39 5. Definitions and interpretation .......................................................................................... 41 Risks of harm ................................................................................................................................. 53 User numbers ................................................................................................................................ 53

Section 1 Introduction¶

The Protection of Children Code of Practice for search services¶

1.1 Under the Online Safety Act 2023 (the ‘Act’), Ofcom is required to prepare and issue Codes of Practice (‘Codes’) for providers of Part 3 services, describing measures recommended for the purpose of compliance with specified duties imposed on those providers by the Act.

1.2 This document contains the Code applying to providers of regulated search services (and to providers of combined services, so far as the duties applicable to search services apply in relation to those services) for the purpose of compliance with the following duties: a) the safety duties protecting children set out in section 29(2) to (9) of the Act; b) the duty about content reporting set out in section 31 of the Act, so far as it relates to content that is harmful to children; and c) the duties about complaints procedures set out in section 32 of the Act, so far as relating to the complaints set out in section 32(4)(b)(ii)1 and (5).

1.3 Recommended measures for user-to-user services are set out separately in the Protection of Children Code of Practice for user-to-user services.

1.4 Over time Ofcom will update the Codes to take account of technological developments, new evidence, and any other relevant matters.

The recommended measures¶

1.5 Section 4 of this document sets out the recommended measures and is divided into subsections by thematic area. The meaning of terms in bold and terms in bold and italics is explained in Section 5.

1.6 The Act provides that service providers which implement measures recommended to them in the Codes will be treated as complying with the relevant duty or duties to which those measures relate. The duties to which each measure relates are set out in the index of recommended measures at Section 3 of this document.

1.7 Where a service provider implements measures recommended to it in these Codes which include safeguards for the protection of freedom of expression and/or for the protection of the privacy of United Kingdom users, the Act provides that they will also be treated as complying with the duties set out in section 33(2) (in respect of freedom of expression) and section 33(3) (in respect of privacy).

1.8 Service providers may seek to comply with a relevant duty in another way by adopting what the Act refers to as alternative measures. In doing so, service providers would also need to comply with the duty to have particular regard to the importance of protecting United Kingdom users' and interested persons’ right to freedom of expression and the privacy of United Kingdom users.

1 So far as relating to content that is harmful to children.

1.9 Where they take alternative measures, service providers must also maintain a record of what they have done and how they consider that it meets the relevant duties, including how they have complied with the duty to have particular regard to the importance of protecting freedom of expression and privacy.

Data protection¶

1.10 Implementing the recommended measures set out in this Code will inevitably involve the processing of personal data. The Information Commissioner’s Office (‘the ICO’) is the statutory regulator for data protection law and has made clear that it expects service providers to comply fully with data protection law when taking measures for the purpose of complying with their online safety duties under the Act.

1.11 The ICO has set out that it expects service providers to take a ‘data protection by design and by default’ approach when implementing online safety systems and processes. It advises service providers to familiarise themselves with the data protection legislation, the ICO’s Children’s code and relevant ICO guidance, including the updated opinion published by the ICO in January 2024 setting out the Commissioner’s expectations for age assurance under the Children’s code, to understand how to comply with the data protection regime.

Section 2 Application and scope¶

2.1 This Code of Practice applies to a provider in respect of: a) the regulated search service that is likely to be accessed by children it provides; or b) the combined service that is likely to be accessed by children it provides, to the extent that the duties in section 29, section 31 (so far as it relates to content that is harmful to children) and section 32 (so far as relating to the complaints set out in section 32(4)(b)(ii)2 and (5)) of the Act) apply in relation to the service by virtue of section 7(6) of the Act.

2.2 If a person is the provider of more than one regulated search service (or combined service) this Code has effect in relation to each such service (so far as applicable).

2.3 This Code applies regardless of whether or not the provider of the service is inside the United Kingdom.

2.4 The services in respect of which each recommended measure in this Code applies are specified in the “application” section of each measure. An overview can be found in the index of recommended measures at Section 3 of this document.

2.5 Section 5 of this document includes provision about a service’s risk and size. The subsection headed ‘Risks of harm’ (which begins at paragraph 5.3) sets out when a service is at low, medium or high risk of harm arising from a specific kind of content that is harmful to children, and includes a definition of ‘multi-risk (children)’.

2.6 The subsection headed ‘User numbers’ (which begins at paragraph 5.6) explains when a service is to be treated as having more than a particular number of monthly active United Kingdom users for those measures which apply in relation to services of a certain size, and how to calculate the number of monthly active United Kingdom users. Definitions of ‘large service’ and ‘large general search service’ are included in the definitions section in Section 5 of this document.

2.7 The measures in this Code of Practice are recommended for the purpose of compliance with the safety duties protecting children and the reporting and complaints duties and their scope and application should be construed accordingly. In particular, the recommended measures should be construed in light of sections 25(1) and 30 of the Act.

2.8 Section 25(1) provides that the duties set out in Chapter 3 of Part 3 of the Act extend only to: a) the search content of the service, b) the design, operation and use of the search engine in the United Kingdom, and c) in the case of a duty that is expressed to apply in relation to users of a service, the design, operation and use of the search engine as it affects United Kingdom users of the service.

2.9 Section 30 provides that: a) the safety duties protecting children extend only to such parts of a service as it is possible for children to access (and a provider is only entitled to conclude that it is not

2 So far as relating to content that is harmful to children.

possible for children in the United Kingdom to access a service, or a part of it, if age verification or age estimation is used on the service with the result that children in the United Kingdom are not normally able to access the service or that part of it);

b) so far as a safety duty protecting children relates to non-designated content that is harmful to children, the duty is to be taken to extend only to addressing risks of harm from the kinds of such content that have been identified in the children’s risk assessment (if any have been identified); and c) the duties set out in section 29(3) of the Act are to be taken to extend only to content that is harmful to children where the risk of harm is presented by the nature of the content (rather than the fact of its dissemination).

Section 3 Index of recommended measures¶

Recommended measure

Application

Relevant duties

Governance and accountability

PCS A1

Annual review of risk management activities

Services likely to be accessed by children that are a large general search service.

Section 29(2), (3), and (5) to (9) Section 31(2)* Section 32(2)† and (3)†

Individual accountable

Section 29(2), (3), and

for the safety duties

(5) to (9)

All services likely to be

PCS A2

protecting children and

Section 31(2)*

accessed by children.

reporting and

Section 32(2)† and (3)†

complaints duties

PCS A3

Written statements of responsibilities

Services likely to be accessed by children that are either a large general search service or multi-risk (children).

Section 29(2), (3), and (5) to (9) Section 31(2)* Section 32(2)† and (3)†

Services likely to be accessed

Section 29(2), (3), and

(5) to (9)

Internal monitoring and

by children that are both a

PCS A4

Section 31(2)*

assurance

large service and multi-risk

(children).

Section 32(2)† and (3)†

PCS A5

Tracking evidence of new and increasing harm to children

Services likely to be accessed by children that are either a large general search service or multi-risk (children).

Section 29(2) and (3)

Code of conduct

Services likely to be accessed

Section 29(2), (3), and

(5) to (9)

regarding protection of

by children that are either a

PCS A6

Section 31(2)*

children from harmful

large general search service or

content

multi-risk (children).

Section 32(2)† and (3)†

PCS A7

Compliance training

Services likely to be accessed by children that are either a large general search service or multi-risk (children).

Section 29(2), (3), and (5) to (9) Section 31(2)* Section 32(2)† and (3)†

Recommended measure

Application

Relevant duties

Search moderation

PCS C1

Having a search moderation function designed to action content that is harmful to children

All services likely to be accessed by children.

Section 29(2) and (3) Section 32(2)(b)†

Filtering out primary

Services likely to be accessed

Section 29(2) and (3)

PCS C2

priority content for child

by children that are a large

Section 32(2)(b)†

users

general search service.

PCS C3

Setting internal content policies

Services likely to be accessed by children that are either a large general search service or multi-risk (children).

Section 29(2) and (3)

PCS C4

Performance targets

Section 29(2) and (3)

PCS C5

Prioritisation

Section 29(2) and (3)

PCS C6

Resourcing

Section 29(2) and (3)

PCS C7

Provision of training and materials to individuals working in search moderation (non-volunteers)

Section 29(2) and (3)

Reporting and complaints

PCS D1

Enabling complaints

All services likely to be accessed by children.

Section 31(2)* Section 32(2)(a)†

Having easy to find, easy

All services likely to be

to access and easy to

PCS D2

Section 31(2)*

accessed by children.

use complaints systems

Section 32(2)(c)†

and processes

PCS D3

[Not used]

Services likely to be accessed

by children that are either a

Appropriate action -

PCS D4

large general search service or

Section 32(2)(c)†

sending indicative

at medium or high risk of any

timeframes

specific kind of content that is

harmful to children.

Recommended measure

Application

Relevant duties

PCS D5

Appropriate action – sending further information about how the complaint will be handled

Services likely to be accessed by children that are either a large general search service or at medium or high risk of any specific kind of content that is harmful to children.

Section 32(2)(b)† and (c)†

Services likely to be accessed

by children that are either a

Opt-out from

PCS D6

large general search service or

Section 32(2)(b)†

communications

at medium or high risk of any

following a complaint

specific kind of content that is

harmful to children.

PCS D7

Appropriate action for relevant complaints about content considered harmful to children

All services likely to be accessed by children.

Section 29(3) Section 32(2)(b)†

Appropriate action for

Services likely to be accessed

content appeals –

by children that are either a

PCS D8

determination (services

that are large general

large general search service or

Section 32(2)(b)†

multi-risk (children).

search services or multi-

risk)

PCS D9

Appropriate action for content appeals – determination (services that are neither large general search services nor multi-risk)

Services likely to be accessed by children that are neither a large general search service nor multi-risk (children).

Section 32(2)(b)†

PCS

Appropriate action for

All services likely to be

content appeals – action

D10

accessed by children.

Section 32(2)(b)†

following determination

PCS D11

Appropriate action for age assessment appeals (services that are large general search services or multi-risk)

Services likely to be accessed by children that are either a large general search service or multi-risk (children).

Section 32(2)(b)†

Recommended measure

Application

Relevant duties

Appropriate action for

Services likely to be accessed

age assessment appeals

PCS

by children that are neither a

(services that are

D12

neither large general

large general search service

Section 32(2)(b)†

search services nor

nor multi-risk (children).

multi-risk)

PCS D13

Appropriate action for complaints about non-compliance with certain duties

All services likely to be accessed by children.

Section 32(2)(b)†

PCS

Exception: manifestly

All services likely to be

Section 32(2)(b)†

D14

unfounded complaints

accessed by children.

Settings, functionalities and user support

Services likely to be accessed

by children that (a) are a large

Reporting and removal

general search service and (b)

PCS F1

Section 29(2) and (3)

of predictive search

where a child-accessible part

suggestions

of the service uses a

predictive search

functionality.

PCS F2

[Not used]

Providing suicide, self-

Services likely to be accessed

harm and eating

PCS F3

Section 29(2) and (3)

by children that are a large

disorder crisis

general search service.

prevention information

PCS F4

Providing age-appropriate user support materials for children

Services likely to be accessed by children that are multi-risk (children).

Section 29(2) and (3)

Publicly available statements

PCS G1

Publicly available statements: substance (all services)

All services likely to be accessed by children.

Section 29(5) and (7) Section 32(3)†

Publicly available

Category 2A services that are

PCS G2

Section 29(9)

statements: substance

likely to be accessed by

(Category 2A services)

children.

PCS G3

Publicly available statements: clarity and accessibility

All services likely to be accessed by children.

Section 29(8) Section 32(3)†

* So far as it relates to content that is harmful to children. † So far as relating to the complaints set out in section 32(4)(b)(ii) (so far as relating to content that is harmful to children) and (5).

Section 4 Recommended measures¶

A Governance and accountability¶

PCS A1 Annual review of risk management activities¶

Application¶

PCS A1.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is a large general search service.

Recommendation¶

PCS A1.2 The provider’s most senior governance body in relation to the service should carry out and record an annual review of risk management activities having to do with harm to children, including in relation to risk remaining after the implementation of appropriate Code of Practice measures. The review should include how developing risks are being monitored and managed.

PCS A2 Individual accountable for the safety duties protecting children and reporting and complaints duties¶

Application¶

PCS A2.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides.

Recommendation¶

PCS A2.2 The provider should name an individual accountable to the most senior governance body for compliance with the safety duties protecting children and the reporting and complaints duties.

PCS A2.3 Being accountable means being required to explain and justify actions or decisions regarding:

a harm to children risk management and mitigation (including as to risk remaining after the implementation of appropriate Code of Practice measures); and

b compliance with the relevant duties,

to the most senior governance body.

PCS A3 Written statements of responsibilities¶

Application¶

PCS A3.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is either (or both) of the following:

a a large general search service; or

b multi-risk (children).

Recommendation¶

PCS A3.2 The provider should have written statements of responsibilities for senior managers who make decisions about the management of risks having to do with harm to children.

PCS A3.3 A statement of responsibilities is a document which clearly shows the responsibilities that the senior manager performs in relation to the management of risks having to do with harm to children and how they fit in with the provider’s overall governance and management arrangements in relation to the service.

PCS A4 Internal monitoring and assurance¶

Application¶

PCS A4.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is both a large service and multi-risk (children).

Recommendation¶

PCS A4.2 The provider should have an internal monitoring and assurance function to provide independent assurance that measures taken to mitigate and manage the risks of harm to children identified in the children’s risk assessment are effective on an ongoing basis. This function should report to, and its findings should be considered by, either:

a the body that is responsible for overall governance and strategic direction of a service; or

b an audit committee.

PCS A4.3 This independent assurance may be provided by an existing internal audit function.

PCS A5 Tracking evidence of new and increasing harm to children¶

Application¶

PCS A5.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is either (or both) of the following:

a a large general search service; or

b multi-risk (children).

Recommendation¶

PCS A5.2 The provider should track evidence of new kinds of primary priority content or priority content, and unusual increases in particular kinds of content that is harmful to children or content that is harmful to children proxy, in search content that can be accessed by children. Relevant evidence may include, but is not limited to, that derived from:

a complaints processes;

b search moderation processes;

c information that may come to light following an investigation or inquiry by a coroner or procurator fiscal into the death of a child; and

d information from trusted flaggers and any other expert group or body the provider considers appropriate.

PCS A5.3 The provider should ensure that any new kinds of primary priority content or priority content or unusual increases in particular kinds of content that is harmful to children or content that is harmful to children proxy are regularly reported through relevant governance channels to the most senior governance body.

PCS A5.4 To understand this, the provider should establish a baseline understanding of how frequently particular kinds of content that is harmful to children or content that is harmful to children proxy occur in search content that can be accessed by children to the extent possible based on its internal data and evidence. The provider should use this baseline to identify unusual increases in the relevant data.

PCS A6 Code of conduct regarding protection of children from harmful content¶

Application¶

PCS A6.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is either (or both) of the following:

a a large general search service; or

b multi-risk (children).

Recommendation¶

PCS A6.2 The provider should have a code of conduct that sets standards and expectations for individuals working for the provider around protecting children in the United Kingdom from risks of harm to children.

PCS A7 Compliance training¶

Application¶

PCS A7.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is either (or both) of the following:

a a large general search service; or

b multi-risk (children).

Recommendation¶

PCS A7.2 The provider should secure that individuals working for the provider who are involved in the design and operational management of the service are trained in the service’s approach to compliance with the safety duties protecting children and the reporting and complaints duties, sufficiently to give effect to them. This measure does not apply in relation to volunteers.

PCS A7.3 This does not affect Recommendation PCS C7 (provision of training and materials to individuals working in search moderation (non-volunteers)).

B [Not used]¶

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C Search moderation¶

PCS C1 Having a search moderation function designed to action content that is harmful to children¶

Application¶

PCS C1.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides.

Recommendation¶

PCS C1.2 The provider should, as part of its search moderation function, have systems and processes designed to review, assess and (where relevant) take appropriate moderation action in relation to search content that can be accessed by children the provider has reason to suspect may be relevant content that is harmful to children.

PCS C1.3 For the purpose of PCS C1.2, when the provider has reason to suspect that search content that can be accessed by children may be relevant primary priority content, the provider should either:

a determine, on the basis of all relevant information that is reasonably available to the provider, whether the search content is relevant primary priority content and, if it determines that it is, take appropriate moderation action for primary priority content in relation to the search content; or

b where the provider has identified kinds of content as being subject to appropriate moderation action for primary priority content in its publicly available statement, and the provider is satisfied that the type of relevant primary priority content which it has reason to suspect exists is included within those kinds of content, take appropriate moderation action for primary priority content in relation to the search content.

PCS C1.4 For the purpose of PCS C1.2, when the provider has reason to suspect that search content that can be accessed by children may be relevant priority content or relevant non-designated content, the provider should either:

a determine, on the basis of all relevant information that is reasonably available to the provider, whether the search content is relevant priority content or relevant non-designated content and, if it is, decide whether to take (and, where relevant, take) appropriate moderation action for priority content and non-designated content in relation to the search content; or

b where the provider has, in its publicly available statement, identified kinds of content in respect of which it will, or may, take appropriate

moderation action for priority content and non-designated content, and the provider is satisfied that the type of relevant priority content or relevant non-designated content which it has reason to suspect exists is included within those kinds of content, decide whether to take (and, where relevant, take) appropriate moderation action for priority content and non-designated content in relation to the search content.

PCS C1.5 For the purpose of PCS C1.3, "appropriate moderation action for primary priority content" includes any action applied to the search content concerned that results, on child-accessible parts of the service, in:

a where the content is image-based search content,

i in all cases, the view of that search content being blurred, distorted or obscured for all relevant users; and

ii where the provider considers it appropriate, the search content also being given a lower priority in the overall ranking of search results for all relevant users; and

b where the content is not image-based search content, the search content being given a lower priority in the overall ranking of search results for all relevant users,

unless the feasibility and relevance condition set out in PCS C1.8 is satisfied in which case "appropriate moderation action for primary priority content" includes any action that results in the search content concerned no longer appearing in search results presented to relevant users.

PCS C1.6 For the purpose of PCS C1.4,"appropriate moderation action for priority content and non-designated content” includes any action applied to the search content concerned that results, on child-accessible parts of the service, in:

a where the content is image-based search content, either:

i the view of that search content being blurred, distorted or obscured for relevant users; and/or

ii the search content being given a lower priority in the overall ranking of search results for relevant users; or

b where the content is not image-based search content, the search content being given a lower priority in the overall ranking of search results for all relevant users,

unless the feasibility and relevance condition set out in PCS C1.8 is satisfied in which case "appropriate moderation action for priority content and non-designated content” includes any action that results in the search content concerned no longer appearing in search results presented to relevant users.

PCS C1.7 For the avoidance of doubt, PCS C1.5(a)(ii), PCS C1.5(b), PCS C1.6(a)(ii) and PCS C1.6(b) do not require relevant content that is harmful to children or content that is harmful to children proxy to appear lower than other search content in search results where this is not possible in response to a given search request because:

a only search content that is relevant content that is harmful to children or content that is harmful to children proxy is relevant to a search request; or

b given the specificity of the search request, search content that is relevant content that is harmful to children or content that is harmful to children proxy is reasonably considered to be most relevant.

PCS C1.8 The feasibility and relevance condition is satisfied where:

a the outcome(s) set out in PCS C1.5(a), PCS C1.5(b) or PCS C1.6(a) and PCS C1.6(b), as applicable, is not feasible because of the way in which search results are presented to users; or

b the type of search content concerned falls outside the scope of content for which the service is designed to enable users to search.

PCS C1.9 For the purpose of PCS C1.5 and PCS C1.6, “relevant users” are United Kingdom users other than those United Kingdom users the provider has, on reasonable grounds, determined to be adults. For the purposes of this paragraph PCS C1.9, the fact that a user has self-declared their age (without more) is not be to regarded as giving a provider reasonable grounds to determine that a user is an adult.

PCS C1.10 In designing the systems and processes referred to in PCS C1.2 and in particular the aspects of those systems and processes relating to what appropriate moderation action (if any, as relevant) to take (including the extent to which search content is given a lower priority in the overall ranking of search results presented to United Kingdom users), the provider should have regard to the following:

a the findings of the service’s children’s risk assessment as to risk of harm to children in different age groups from particular kinds of priority content and non-designated content that is harmful to children;

b the prevalence of relevant content that is harmful to children hosted at the URL or in the database at which the search content concerned is present;

c the interests of users, and in particular users who are not children, in receiving any material that is not relevant content that is harmful to children that would be affected; and

d the severity of potential harm to child users that may arise if they encounter the search content concerned.

PCS C1.11 If the service has an existing functionality which allows moderation actions to be applied by default for users of the service, the provider may use this functionality to implement the appropriate moderation actions in accordance with PCS C1.3 and PCS C1.4, including where that default setting may be changed by users.

Safeguards for freedom of expression¶

PCS C1.12 The following measures are safeguards to protect United Kingdom users’ and interested persons’ rights to freedom of expression and the privacy of United Kingdom users:

a where they are applicable, Recommendations PCS C3, PCS C4, PCS C6 and PCS C7 (in relation to search moderation);

b Recommendations PCS D1 and PCS D2, so far as they relate to content appeals, PCS D8 or PCS D9 (whichever is applicable) and PCS D10; and

c Recommendations ICS D1 and ICS D2, so far as they relate to complaints by United Kingdom users and interested persons if they consider that the provider is not complying with its duties in relation to freedom of expression or privacy, and ICS D11, in the Illegal content Codes of Practice for search services.

PCS C2 Filtering out primary priority content for child users¶

Application¶

PCS C2.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is a large general search service.

Recommendation¶

PCS C2.2 The provider should ensure that, on child-accessible parts of the service, search content that is relevant primary priority content or primary priority content proxy of which the provider is aware, by reason of following the processes set out in Recommendation PCS C1, does not appear in the search results of any users the provider has determined are child users using any existing means to determine the age or age range of a particular user.

PCS C2.3 The provider should take steps to ensure that any functionality which allows moderation actions to be applied by default for users of the service, to achieve the outcome set out in PCS C2.2, cannot be switched off by users the provider has determined are child users using any existing means to determine the age or age range of a particular user.

Safeguards for freedom of expression¶

PCS C2.4 The following measures are safeguards to protect United Kingdom users’ and interested persons’ rights to freedom of expression and the privacy of United Kingdom users:

a where they are applicable, Recommendations PCS C3, PCS C4, PCS C6 and PCS C7 (in relation to search moderation);

b Recommendations PCS D1 and PCS D2, so far as they relate to content appeals, PCS D8 or PCS D9 (whichever is applicable) and PCS D10;

c Recommendations PCS D1 and PCS D2, so far as they relate to age assessment appeals, and PCS D11 or D12 (whichever is applicable);

d Recommendations ICS D1 and ICS D2, so far as they relate to complaints by United Kingdom users and interested persons if they consider that the provider is not complying with its duties in relation to freedom of expression or privacy, and ICS D11, in the Illegal content Codes of practice for search services.

PCS C3 Setting internal content policies¶

Application¶

PCS C3.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is either (or both) of the following:

a a large general search service; or

b multi-risk (children).

Recommendation¶

PCS C3.2 The provider should set and record (but need not publish) internal content policies setting out rules, standards and guidelines around:

a what search content should be actioned in accordance with Recommendations PCS C1 and PCS C2; and

b how policies should be operationalised and enforced.

PCS C3.3 The policies should be drafted in such a way that appropriate moderation action is taken in accordance with Recommendation PCS C1 (having a search moderation function designed to action content that is harmful to children) and where applicable, that the outcome set out in Recommendation PCS C2 (filtering out primary priority content for child users) is ensured.

PCS C3.4 The provider should:

a have regard to the service’s children’s risk assessment (including, in so far as relevant, its findings as to harm to children in different age groups) in setting these policies; and

b have processes in place for updating these policies in response to evidence of new and increasing harm to children on the service (as tracked in accordance with PCS A5.2).

PCS C4 Performance targets¶

Application¶

PCS C4.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is either (or both) of the following:

a a large general search service; or

b multi-risk (children).

Recommendation¶

PCS C4.2 For the purposes of PCS C4.3 and PCS C4.4, search content is “actioned” when:

a in the case of relevant primary priority content or primary priority content proxy the provider takes appropriate moderation action for primary priority content;

b in the case of relevant priority content, priority content proxy, relevant non-designated content or non-designated content proxy, the provider has either taken appropriate moderation action for priority content and non-designated content or decided not to take appropriate moderation action for priority content and non-designated content;

c a provider that is a large general search service ensures the outcome set out in PCS C2.2,

(as applicable) in respect of the search content.

PCS C4.3 The provider should set and record performance targets for its search moderation function, covering at least:

a the time between the provider first having reason to suspect that search content may be relevant content that is harmful to children and the content being actioned; and

b the accuracy of decision making.

PCS C4.4 In setting its targets, the provider should balance the need to ensure search content that is relevant content that is harmful to children is actioned swiftly against the importance of making accurate moderation decisions.

PCS C4.5 The provider should effectively measure and monitor its performance against its performance targets.

PCS C5 Prioritisation¶

Application¶

PCS C5.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is either (or both) of the following:

a a large general search service; or

b multi-risk (children).

Recommendation¶

PCS C5.2 The provider should prepare and apply a policy in respect of the prioritisation of search content for review. In setting the policy, the provider should have regard to at least the following:

a how frequently search content is returned in response to search requests;

b the severity of potential harm to child users if they encounter the search content, including whether the content is suspected to be relevant primary priority content or relevant priority content or relevant non-designated content, and taking into account the children’s risk assessment of the service; and

c the likelihood that the search content is relevant content that is harmful to children, including whether it has been reported by a trusted flagger.

PCS C6 Resourcing¶

Application¶

PCS C6.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is either (or both) of the following:

a a large general search service; or

b multi-risk (children).

Recommendation¶

PCS C6.2 The provider should resource its search moderation function so as to give effect to its internal content policies and performance targets having regard to at least:

a the propensity for external events to lead to a significant increase in demand for search moderation on the service; and

b the particular needs of its United Kingdom user base as identified in the children’s risk assessment of the service, in relation to languages.

PCS C7 Provision of training and materials to individuals working in search moderation (non-volunteers)¶

Application¶

PCS C7.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is either (or both) of the following:

a a large general search service; or

b multi-risk (children).

Recommendation¶

PCS C7.2 The provider should ensure individuals working in search moderation receive training and materials that enable them to fulfil their role in moderating search content that can be accessed by children including in relation to Recommendations PCS C1 and PCS C12 (where relevant), and the internal content policies set in accordance with Recommendation PCS C3. This measure does not apply in relation to volunteers.

PCS C7.3 The provider should ensure that in doing so:

a it has regard to at least the service’s children’s risk assessment and evidence of new and increasing harm to children (as tracked in accordance with PCS A5.2); and

b where the provider identifies a gap in the understanding of individuals working in search moderation in relation to a specific kind of content that is harmful to children, it gives training and materials to remedy this.

D Reporting and complaints¶

PCS D1 Enabling complaints¶

Application¶

PCS D1.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides.

Recommendation¶

PCS D1.2 The provider should have systems and processes which enable prospective complainants to make each type of relevant complaint in a way which will secure that the provider will take appropriate action in relation to them.

PCS D2 Having easy to find, easy to access and easy to use complaints systems and processes¶

Application¶

PCS D2.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides.

Recommendation¶

PCS D2.2 The systems and processes referred to in PCS D1.2 should be operated to ensure that:

a for relevant complaints regarding a specific piece of search content, a reporting function or tool is clearly accessible in relation to that search content;

b processes for making other kinds of relevant complaints are easy to find and easily accessible;

c they are designed so that they only include reasonably necessary steps; and

d it is possible when making relevant complaints to give the provider supporting information.

PCS D2.3 In designing the systems and processes referred to in PCS D1.2, including its reporting tool or function, the provider should consider the accessibility needs of its United Kingdom user base having regard to:

a the service’s children’s risk assessment, including the groups of children in the United Kingdom identified as using the service;

b other relevant information the provider holds on its United Kingdom user base;

c industry standards and good practice as to the design of the service, to ensure the reporting and complaints process is accessible to disabled people; and

d comprehensibility, based on the likely reading age of the youngest individual permitted to use the service without the consent of a parent or guardian.

PCS D2.4 For the purposes of PCS D2.3(c), the systems and processes referred to in PCS D1.2 should be designed for the purpose of ensuring usability for those dependent on assistive technologies, including:

a keyboard navigation; and

b screen reading technology.

PCS D3 [Not used]¶

PCS D4 Appropriate action – sending indicative timeframes¶

Application¶

PCS D4.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is either (or both) of the following:

a a large general search service; or

b at medium or high risk of any specific kind of content that is harmful to children.

Recommendation¶

PCS D4.2 The provider should acknowledge receipt of each relevant complaint and provide the complainant with an indicative timeframe for deciding the complaint.

PCS D4.3 PCS D4.2 does not apply if:

a the provider’s acknowledgement is non-ephemeral; and

b the complainant has opted out from receiving non-ephemeral communications in relation to their relevant complaint.

PCS D5 Appropriate action – sending further information about how the complaint will be handled¶

Application¶

PCS D5.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is either (or both) of the following:

a a large general search service; or

b at medium or high risk of any specific kind of content that is harmful to children.

Recommendation¶

PCS D5.2 In the acknowledgment of receipt of each relevant complaint, referred to in Recommendation PCS D4, the provider should set out:

a the possible outcomes; and

b confirmation of whether the provider will inform the complainant of its decision whether to uphold the complaint and details of any action taken as a result.

PCS D6 Opt-out from communications following a complaint¶

Application¶

PCS D6.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is either (or both) of the following:

a a large general search service; or

b at medium or high risk of any specific kind of content that is harmful to children.

Recommendation¶

PCS D6.2 The provider should enable the complainant to opt out of receiving any non-ephemeral communications in relation to a relevant complaint.

PCS D7 Appropriate action for relevant complaints about content considered harmful to children¶

Application¶

PCS D7.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides.

Recommendation¶

PCS D7.2 When the provider receives a relevant complaint about search content that can be accessed by children which may be content that is harmful to children:

a it should treat the complaint as reason to suspect that the search content may be relevant primary priority content or relevant priority content and/or relevant non-designated content (as applicable) and review the search content in accordance with PCS C1.3 or PCS C1.4 (as the case may be); and

b if Recommendations PCS C4 and PCS C5 are not applicable to the provider, it should consider the complaint promptly.

PCS D7.3 PCS D7.2 does not apply to a complaint identified as manifestly unfounded in accordance with PCS D14.2.

PCS D8 Appropriate action for content appeals – determination (services that are large general search services or multi-risk)¶

Application¶

PCS D8.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is either (or both) of the following:

a a large general search service; or

b multi-risk (children).

Recommendation¶

PCS D8.2 The provider should determine relevant complaints which are content appeals.

PCS D8.3 The provider should, as a minimum, monitor its performance against performance targets relating to the following:

a the time it takes to determine the content appeal; and

b the accuracy of decision making,

and should resource itself so as to give effect to those targets.

PCS D8.4 The provider should have regard to the following matters in determining what priority to give to review of a relevant complaint which is a content appeal:

a the seriousness of the action taken against the search content as a result of the decision that the search content was content that is harmful to children;

b whether the decision that the search content was content that is harmful to children was made by content identification technology

and, if so, any information available about the accuracy of the content identification technology at identifying similar types of content that is harmful to children; and

c the past error rate on the service in relation to judgements about similar kinds of content that is harmful to children.

PCS D9 Appropriate action for content appeals – determination (services that are neither large general search services nor multi-risk)¶

Application¶

PCS D9.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is neither a large general search service nor multi-risk (children).

Recommendation¶

PCS D9.2 The provider should determine relevant complaints which are content appeals promptly.

PCS D10 Appropriate action for content appeals – action following determination¶

Application¶

PCS D10.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides.

Recommendation¶

PCS D10.2 If, in relation to a relevant complaint that is a content appeal, the provider reverses a decision that search content was content that is harmful to children, the provider should:

a so far as appropriate and possible for the purpose of restoring the position of the search content to what it would have been had the decision not been made, reverse the action taken in relation to the search content as a result of that decision;

b where there is a pattern or significant evidence of search content being given a lower priority in the overall ranking of search results or not appearing in search results in error, adjust any relevant search moderation guidance if appropriate to ensure it is accurate; and

c where possible and appropriate, take steps to secure that the use of automated moderation technology does not cause the same search

content to be given a lower priority in the overall ranking of search results or not appear in search results again.

PCS D11 Appropriate action for age assessment appeals (services that are large general search services or multi-risk)¶

Application¶

PCS D11.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is either (or both) of the following:

a a large general search service; or

b multi-risk (children).

Recommendation¶

PCS D11.2 The provider should have regard to the following matters in determining what priority to give to consideration of an age assessment appeal:

a the seriousness of the restriction applied to the user’s ability to access content in or via the search results of the service as a result of the assessment of their age;

b whether the decision to restrict access to content in or via the search results of the service on the basis of the user’s age was made without human oversight and, if so, information available about the accuracy of the specific technology used in making age assessments of the type concerned;

c the past error rate on the service in relation to age assessments of the type concerned; and

d any representations made by the user as part of the complaint as to the effect of the decision on their livelihood.

PCS D11.3 The provider should, as a minimum, monitor its performance against performance targets relating to the following:

a the time it takes to determine the age assessment appeal; and

b the accuracy of decision making,

and should resource itself so as to give effect to those targets.

PCS D11.4 If the provider determines that the user’s age was incorrectly assessed, the provider should take any necessary steps to enable the user to access content to which access was restricted as a result of that incorrect assessment (so far as appropriate and possible for the purpose of restoring the position to what it would have been had the assessment been correct).

PCS D11.5 The provider should monitor trends in age assessment appeals to help improve any age assurance process used on the service.

PCS D12 Appropriate action for age assessment appeals (services that are neither large general search services nor multi-risk)¶

Application¶

PCS D12.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is neither a large general search service nor multi-risk (children).

Recommendation¶

PCS D12.2 The provider should determine age assessment appeals promptly.

PCS D12.3 If the provider determines that the user’s age was incorrectly assessed, the provider should take any necessary steps to enable the user to access content to which access was restricted as a result of that incorrect assessment (so far as appropriate and possible for the purpose of restoring the position to what it would have been had the assessment been correct)..

PCS D12.4 The provider should monitor trends in age assessment appeals to help improve any age assurance process used on the service.

PCS D13 Appropriate action for complaints about non-compliance with certain duties¶

Application¶

PCS D13.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides.

Recommendation¶

PCS D13.2 This Recommendation PCS D13 applies to relevant complaints that the provider is not complying with:

a the safety duties protecting children; or

b the duty about content reporting set out in section 31 of the Act, so far as it relates to content that is harmful to children.

PCS D13.3 The provider should nominate a responsible individual or a team to ensure that such complaints are directed to an appropriate individual or team to be processed.

PCS D13.4 Relevant complaints should be handled:

a in a way that protects United Kingdom users, including children; and

b within timeframes the provider has determined are appropriate.

PCS D13.5 PCS D13.3 and PCS D13.4 do not apply in relation to complaints identified as manifestly unfounded in accordance with PCS D14.2.

PCS D14 Exception: manifestly unfounded complaints¶

Application¶

PCS D14.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides.

Recommendation¶

PCS D14.2 When the provider receives a relevant complaint that is not a content appeal or an age assessment appeal, it may disregard the complaint only if:

a the provider has prepared and implemented a policy in accordance with PCS D14.3 to PCS D14.6, setting out the information and attributes that indicate a relevant complaint is manifestly unfounded;

b the provider identifies the complaint as manifestly unfounded in accordance with that policy; and

c the provider has in place a process to monitor the degree to which the application of the policy incorrectly identifies complaints which are not manifestly unfounded, and to review the policy in accordance with PCS D14.4 to PCS D14.6.

PCS D14.3 In designing a policy for the purposes of PCS D14.2(a), the provider should have regard to:

a the need to identify manifestly unfounded complaints accurately; and

b the risks posed to (i) particular groups of vulnerable users and (ii) child users, if relevant complaints are incorrectly identified as manifestly unfounded.

PCS D14.4 The provider should, at minimum, carry out an annual review of the policy to ensure it is not incorrectly identifying relevant complaints as manifestly unfounded.

PCS D14.5 If the policy is incorrectly identifying relevant complaints as manifestly unfounded, the provider should make changes to it with a view to ensuring its accuracy.

PCS D14.6 The provider should keep a record of its review process and any changes it has made.

E [Not used]¶

[Intentionally left blank]

F Settings, functionalities and user support¶

PCS F1 Reporting and removal of predictive search suggestions¶

Application¶

PCS F1.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is a large general search service and where a child-accessible part of the service uses a predictive search functionality.

Recommendation¶

PCS F1.2 The provider should offer United Kingdom users a means to easily report predictive search suggestions which they consider direct users towards primary priority content or priority content.

PCS F1.3 Where a report is received, the provider should:

a consider whether the wording of a reported predictive search suggestion presents a clear and material risk of United Kingdom users encountering primary priority content or priority content; and

b if such a risk is identified, take appropriate steps to ensure that (on child-accessible parts of the service) the reported predictive search suggestion is not recommended to any United Kingdom user.

PCS F2 [Not used]¶

PCS F3 Providing suicide, self-harm and eating disorder crisis prevention information¶

Application¶

PCS F3.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is a large general search service.

Recommendation¶

PCS F3.2 The provider should use systems and processes to detect, and provide crisis prevention information in response to, search requests made by United Kingdom users on child-accessible parts of the service that contain:

a general queries regarding suicide, an act of deliberate self-injury or an eating disorder; or

b queries seeking specific, practical or instructive information regarding suicide methods, an act of deliberate self-injury, an eating disorder or behaviours associated with an eating disorder.

PCS F3.3 The crisis prevention information should:

a be prominently displayed to United Kingdom users in the search results;

b be comprehensible and suitable in tone and content for as many United Kingdom users as possible, including children;

c provide the following:

i a helpline associated with a reputable mental health organisation with capability to provide crisis support regarding suicide, acts of deliberate self-injury or eating disorders (as appropriate to the particular search request) that is available to all United Kingdom users, including children, irrespective of age or geographical location within the United Kingdom, for 24 hours per day for each day of the year; and

ii link(s) to information and support suitable for children that is freely available through a reputable mental health organisation with expertise in suicide, acts of deliberate self-injury or eating disorders (as appropriate to the particular search request).

PCS F3.4 Before including the information set out in PCS F3.3(c)(i) or (ii) in crisis prevention information, the provider should have regard to any terms published by the relevant organisation relating to the use of its helpline or information and support (as the case may be), including as to obtaining its consent.

PCS F4 Providing age-appropriate user support materials for children¶

Application¶

PCS F4.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides that is multi-risk (children).

Recommendation¶

PCS F4.2 The provider should make publicly available (including to United Kingdom users who are not registered to use the service and persons in the United Kingdom who are not users of the service) materials which explain:

a how United Kingdom users or aﬀected persons can report search content which they consider to be content that is harmful to children; and

b how to make other kinds of relevant complaints.

PCS F4.3 Where a child-accessible part of the service uses a predictive search functionality, the provider should also make publicly available (including to persons in the United Kingdom who are not users of the service) materials which explain how to report predictive search suggestions (where the service includes this feature, and see Recommendation PCS F1.

PCS F4.4 The materials should in each case include:

a a section aimed at children which includes at least one of the following:

i visual elements;

ii audio-visual elements;

iii interactive elements; and

b a section aimed at the parents or guardians of children.

PCS F4.5 The section of the materials aimed at children should be clear, comprehensible and easy for a child user to understand.

PCS F4.6 The materials should not include any material which would be content that is harmful to children if it were search content of the service.

PCS F4.7 If it is possible to register to use the service, the provider should ensure that the materials are provided to United Kingdom users during the registration process.

PCS F4.8 The provider should ensure that the materials appear in search results in response to search requests relating to them made by United Kingdom users using the service’s search engine.

PCS F4.9 If the service includes a functionality which enables users to search for material relating to the service, the provider should also ensure that the materials are provided in response to search requests made by United Kingdom users using that functionality.

G Publicly available statements¶

PCS G1 Publicly available statements: substance (all services)¶

Application¶

PCS G1.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides.

Recommendation¶

PCS G1.2 The provider should include the following in the publicly available statement:

a provisions specifying how children in the United Kingdom are to be protected from content that is harmful to children (including identified kinds of non-designated content), covering separately each kind of primary priority content that is harmful to children and priority content that is harmful to children;

b provisions giving information about any proactive technology used for the purposes of compliance with any of the safety duties protecting children (including the kind of technology, when it is used, and how it works); and

c provisions specifying the policies and processes that govern the handling and resolution of relevant complaints.

PCS G2 Publicly available statements: substance (Category 2A services)¶

Application¶

PCS G2.1 This measure applies to a provider in respect of each Category 2A service that is likely to be accessed by children it provides.

Recommendation¶

PCS G2.2 The provider should summarise the findings of its children’s risk assessment (including as to levels of risk and as to the nature, and severity, of potential harm to children) in the publicly available statement.

PCS G3 Publicly available statements: clarity and accessibility¶

Application¶

PCS G3.1 This measure applies to a provider in respect of each service likely to be accessed by children it provides.

Recommendation¶

PCS G3.2 The provider should ensure that the provisions included in the publicly available statement in accordance with Recommendation PCS G1 are:

a easy to find, such that they are:

i clearly signposted for the general public, regardless of whether they have registered with or are using the service; and

ii locatable within the publicly available statement;

b laid out and formatted in a way that helps United Kingdom users, including children, read and understand them;

c written to a reading age comprehensible for the youngest individual permitted to use the service without the consent of a parent or guardian; and

d designed for the purposes of ensuring usability for those dependent on assistive technologies, including:

i keyboard navigation; and

ii screen reading technology.

Section 5 Definitions and interpretation¶

5.1 Terms in bold used in this Code have the meanings set out in table A. The meaning given applies even if the term is also used in the Act.

5.2 Terms in bold and italics used in this Code have the same meaning as in the Act. Table B provides a reference to the provision(s) in the Act containing the definition of the relevant term as well as additional notes and references which are intended to assist the reader. In the event of any inconsistency between the Act and the information in table B, the Act should be regarded as authoritative.

Table A - Definitions of terms in bold used in this Code¶

Term

Meaning

Act

The Online Safety Act 2023 (c.50).

Actioning search content /

Has the meaning set out in Recommendation PCS C4.2.

search content is actioned

Active United Kingdom user

As defined in paragraph 5.9.

Age assessment appeal

A complaint by a United Kingdom user who is unable to access content in or via the search results of the service because measures used to comply with a duty set out in section 29(2) or (3) of the Act have resulted in an incorrect assessment of the user’s age.

Appropriate moderation

Appropriate moderation action for primary priority content

action

and/or appropriate moderation action for priority content

and non-designated content (as applicable).

Appropriate moderation

As defined in PCS C1.5.

action for primary priority

content

Appropriate moderation

As defined in PCS C1.6.

action for priority content

and non-designated content

Child user

A United Kingdom user who is under the age of 18.

Child-accessible part (of a

A search engine of a service other than any part which

service)

children in the United Kingdom are not normally able to

access as a result of the use on the service of age

verification or age estimation.

Children in the United

People under the age of 18 in the United Kingdom.

Kingdom

Term

Meaning

Children’s risk assessment

The most recent risk assessment carried out by the provider

pursuant to section 28 of the Act.

Complainant

The United Kingdom user, affected person or interested person who made the complaint.

Content appeal

A complaint by an interested person if the provider takes or

uses measures in order to comply with the safety duties

protecting children that result in content relating to that

interested person no longer appearing in search results or

being given a lower priority in search results.

Content that is harmful to

Primary priority content proxy, priority content proxy and non-designated content proxy.

children proxy

Search content that is:

a) primary priority content,

Content that is harmful to

b) priority content, or

children

c) an identified kind of non-designated content.

Existing means to determine

An existing system or process designed to determine the age or age range of a particular user which may be comprised of one or more of the following: a) any measure designed to estimate the age or age range of users; b) any measure designed to verify the exact age of users; and c) a measure which requires a user to self-declare their age (without more).

the age or age range of a

particular user

A service that enables users to search for information across

the internet, whether from (in principle) all websites or

databases or only some websites or databases. It derives

search results from an underlying search index and presents

General search service

search results using algorithms that rank based on relevance

to a search request.

(For the avoidance of doubt, this term includes combined

services, the public search engine part of which enables

users to search the internet in the manner described above.)

Governance body

A body which makes decisions within an organisation, for example a board of directors.

Harm to children

Harm to children in the United Kingdom presented by

content that is harmful to children.

Term

Meaning

A kind of non-designated content that is harmful to children in respect of which the service’s children’s risk assessment has identified a low, medium or high risk of harm to children in the United Kingdom.

Identified kind of non-

designated content

Image-based search content

Search content that takes the form of photographs, videos

or other visual images (including but not limited to GIFs and

illustrations), whether or not combined with text, emojis or

other symbols.

A general search service which has more than 7 million monthly active United Kingdom users (see paragraphs 5.6 to 5.10).

Large general search service

Large service

A service which has more than 7 million monthly active

United Kingdom users (see paragraphs 5.6 to 5.10).

Multi-risk (children)

See paragraph 5.5.

Search content that is content of a kind that is identified in

the provider’s publicly available statement for the service

as being subject to appropriate moderation action for

Non-designated content

priority content and non-designated content, where the

proxy

provider is satisfied that one or more identified kinds of

non-designated content are included within that kind of

content.

Predictive search

An algorithmic feature embedded in the search field through which a search service predicts a user’s search request and provides a list of predictive search suggestions.

functionality

Predictive search suggestions

Search requests suggested to users by means of a predictive

search functionality.

Primary priority content

Search content that is primary priority content that is harmful to children.

Search content that is content of a kind that is identified in

the provider’s publicly available statement for the service

Primary priority content

as being subject to appropriate moderation action for

proxy

primary priority content, where the provider is satisfied that

one or more kinds of primary priority content is included

within that kind of content.

Priority content

Search content that is priority content that is harmful to children.

Term

Meaning

Search content that is content of a kind that is identified in

the provider’s publicly available statement for the service

as being subject to appropriate moderation action for

Priority content proxy

priority content and non-designated content, where the

provider is satisfied that one or more kinds of priority

content is included within that kind of content.

Prospective complainants

United Kingdom users, affected persons and interested persons.

The statement that providers are required to make available

to members of the public in the United Kingdom pursuant to

section 29 of the Act.

Publicly available statement

In relation to a combined service, references to a publicly

available statement include the service’s terms of service

(consistent with section 25(2)(a) of the Act).

An internet service that is, or includes, a search engine (subject to section 3(5) to (7) of the Act) that is a regulated search service under section 4 of the Act (subject to the disapplication in section 5 of the Act).

Regulated search service

Term

Meaning

The following kinds of complaint:

a) complaints (including reports) by United Kingdom

users and affected persons about search content

which they consider to be content that is harmful to

children;

b) complaints by United Kingdom users and affected

persons if they consider that the provider is not

complying with a duty set out in the following

sections of the Act:

i) section 29 (safety duties protecting

children), or

ii) section 31 (content reporting) so far as it

Relevant complaint

relates to content that is harmful to

children;

c) complaints by an interested person if the provider

takes or uses measures in order to comply with the

safety duties protecting children that result in

content relating to that interested person no longer

appearing in search results or being given a lower

priority in search results;

d) complaints by a United Kingdom user who is unable

to access content because measures used to comply

with a duty set out in section 29(2) or (3) of the Act

have resulted in an incorrect assessment of the

user’s age.

Relevant content that is

Relevant primary priority content, relevant priority content or relevant non-designated content.

harmful to children

Any search content that can be accessed by children that is

Relevant non-designated

an identified kind of non-designated content where the risk

content

of harm is presented by the nature of the content (rather

than the fact of its dissemination).

Any search content that can be accessed by children that is primary priority content that is harmful to children where the risk of harm is presented by the nature of the content (rather than the fact of its dissemination).

Relevant primary priority

content

Any search content that can be accessed by children that is

priority content that is harmful to children where the risk of

Relevant priority content

harm is presented by the nature of the content (rather than

the fact of its dissemination).

Relevant users

As defined in PCS C1.9.

Term

Meaning

The duty set out in section 31 of the Act, so far as it relates

to search content that is content that is harmful to children

present on a part of a service that it is possible for children

Reporting and complaints

in the United Kingdom to access and the duties set out in

duties

section 32 of the Act, so far as relating to the complaints set

out in section 32(4)(b)(ii) (so far as relating to content that is

harmful to children) and (5).

Complaints by United Kingdom users and affected persons about search content which they consider to be content that is harmful to children, made using a reporting function or tool provided by the service.

Reports

Risk

See the subsection headed ‘Risks of harm’ below (which

begins at paragraph 5.3).

Safety duties protecting

The duties set out in section 29 of the Act.

children

Search content that can be

Search content that may be encountered in or via search

results by United Kingdom users on child-accessible parts of

accessed by children

the service.

A collection of URLs that are obtained by deploying crawlers to find content across the internet, which is subsequently stored and organised.

Search index

Search moderation function

The systems and processes designed to review, assess and

take appropriate moderation action in relation to search

content, including search content a provider has reason to

suspect may be relevant content that is harmful to children.

A regulated search service or a combined service, to the extent that the safety duties protecting children or the reporting and complaints duties apply in relation to such a service by virtue of section 7(6) of the Act. This includes (but is not limited to) general search services and vertical search services.

Service

Service likely to be accessed

A service that is likely to be accessed by children.

by children

Trusted flagger

A person with expertise relating to one or more types of harm to children for whom the provider has established a dedicated reporting channel.

Uniform Resource Locator, meaning a reference that

URL

specifies the location of a resource accessible by means of

the internet.

Term

Meaning

A service that enables users to search for specific topics, or products or services offered by third parties with which the provider has a relevant arrangement (which may be contractual). Unlike general search services, they do not return search results based on an underlying search index. Rather, they use an API or equivalent technical means to directly query selected websites or databases, and to return search results to users.

Vertical search service

Volunteer

An individual who, in relation to the activity in question, is

not:

a) employed by the provider or anyone else,

b) remunerated, or

c) acting by way of a business.

Table B - Terms used in this Code that have the meaning given in the Act¶

Term

Meaning under the OSA

Adult

Section 236(1)

Affected person

Section 31(5)

Risks of harm¶

Risk of harm¶

5.3 A service is at low, medium or high risk of a specific kind of content that is harmful to children if the service’s children’s risk assessment identified a low, medium or high risk (as the case may be) of harm to children in the United Kingdom presented by that kind of content that is harmful to children.

5.4 A service is also at medium or high risk of a specific kind of content that is harmful to children if, by virtue of a confirmation decision given under section 134 of the Act in relation to a risk of serious harm, the duty set out in section 29(2)(a) of the Act applies in relation to the service as if a risk assessment carried out by the provider pursuant to section 28 of the Act had identified a medium or high risk (as the case may be) of serious harm presented by to that kind of content that is harmful to children.

Multi-risk (children)¶

5.5 A service is multi-risk (children) if it is at medium or high risk of two or more specific kinds of content that is harmful to children.

User numbers¶

5.6 This subsection applies for the purpose of determining whether a service has more than a particular number of monthly active United Kingdom users.

5.7 A service has more than a particular number of monthly active United Kingdom users: a) from such time as the average number of monthly active United Kingdom users is more than that number; and b) until such time as the average number of monthly active United Kingdom users has been at or below that number for a continuous period of six months.

5.8 A service’s average number of monthly active United Kingdom users is the mean number of active United Kingdom users per month for: a) the six-month period ending with the month preceding the time in question; or b) where the service has been in operation for less than six months, the period for which the service has been in operation.

5.9 In this subsection, an active United Kingdom user means any United Kingdom user who has encountered search content in or via search results of the service.

5.10 For the avoidance of doubt, in relation to a combined service, only United Kingdom users who have encountered search content in or via search results of the service’s public search engine (within the meaning given by section 4(7) of the Act) are active United Kingdom users of that service for the purposes of this subsection.

Classification: CONFIDENTIAL [Intentionally left blank]

Classification: CONFIDENTIAL