Document ID: chunk:federal_register_of_legislation:F2024L00711:reg:28
Version: federal_register_of_legislation:F2024L00711
Segment Type: reg
Provision Reference: reg 28
Character Range: 59551–61108

28  Mechanisms for end-users and account holders to report, and make complaints, to providers
 (1) This section applies to the following:
 (a) a pre-assessed relevant electronic service;
 (b) a telephony relevant electronic service;
 (c) a Tier 1 relevant electronic service;
 (d) a Tier 2 relevant electronic service.
 (2) The provider of a service must provide 1 or more tools that enable end-users and account holders of the service in Australia to do the following:
 (a) make a report to the provider, identifying or flagging class 1A material or class 1B material accessible on or through the service;
 (b) make a complaint to the provider about:
 (i) material referred to in paragraph (a); or
 (ii) the provider's non-compliance with this industry standard.
An end-user or account holder who makes a report or complaint under this section is a complainant.
 (3) The tools must:
 (a) be available "in service", that is, not on a website separate to the website for the service, unless it is not technically feasible or reasonably practicable for the provider to do this; and
 (b) be easily accessible and easy to use; and
 (c) include or be accompanied by clear instructions on how to use them; and
 (d) enable the complainant to specify the harm associated with the material, or the non-compliance, to which the report or complaint relates.
 (4) A provider must ensure that the identity of a complainant is not accessible, directly or indirectly, by any other end-user or account holder of the service without the express consent of the complainant.