Online Safety Act updates

app/views/complaints/report.html.erb

@@ -6,7 +6,8 @@
 <p>
   Thank you for taking the time to make a report. If you've seen harmful, abusive, or illegal content on our
   communities, you can report this to us here. You can also use this page if you've received a message saying we've
-  classified your content as harmful, abusive, or illegal and you wish to contest it.
+  classified your content as harmful, abusive, or illegal and you wish to contest it, or if you have a complaint
+  about our processes or our compliance with our duties.
 </p>
 
 <div class="notice is-warning has-color-yellow-900 flex-row-always ai-c has-font-size-caption h-m-b-4">
@@ -45,7 +46,8 @@
       <%= label_tag :reported_url, 'Where is this content?' %>
       <div class="form-caption">
         Enter a URL or link to where we can find this content on our network. You can use the Copy Link button under
-        posts to get a direct link to a post.
+        posts to get a direct link to a post. Enter N/A if you are not complaining about specific content; add more
+        details below.
       </div>
       <%= text_field_tag :reported_url, nil, class: 'form-element', required: true %>
     </div>
@@ -95,6 +97,11 @@
         Tell us any additional information you have about this report. Is there any additional content we removed that
         you would like to include? Provide detailed reasoning explaining why you disagree with our classification.
       </div>
+      <div class="form-caption hidden" data-report-type="process">
+        Tell us the details of your complaint. Do you believe we have failed to comply with our statutory duties, or
+        that we have failed to follow our policies and procedures? In what way? Provide any relevant examples or
+        evidence.
+      </div>
       <%= text_area_tag :content, nil, class: 'form-element', required: true, rows: 10 %>
     </div>
 

config/config/safety_center.yml

@@ -45,16 +45,24 @@ outcomes:
       copyright: *illegal_upheld
       appeal:
         content: our community team agreed with your appeal and have reversed the action taken in your case.
+      process:
+        content: our community team have reviewed your complaint and found information to substantiate it.
+
   actionable:
     name: Actionable
-    description: The content is actionable but the reported classification is not correct. NOT applicable to appeals.
+    description: The content is actionable but the reported classification is not correct. NOT applicable to appeals or
+      process complaints.
     user_facing:
       illegal: &illegal_actionable
         content: our community team agreed that the content you reported was actionable and have taken appropriate
           action, but have changed your classification of the content for reporting purposes.
       abusive: *illegal_actionable
       copyright: *illegal_actionable
-      appeal: ~
+      appeal:
+        content: ~
+      process:
+        content: ~
+
   disputed:
     name: Disputed
     description: The reporter's classification is disputed; the content does not appear to be actionable; in the case of
@@ -69,6 +77,8 @@ outcomes:
       appeal:
         content: our community team have reviewed your appeal and have decided that the action taken in your case was
           appropriate.
+      process:
+        content: our community team have reviewed your complaint but found no information to substantiate it.
 
 report_types:
   illegal:
@@ -87,6 +97,10 @@ report_types:
     enabled: true
     name: Classification Appeal
     description: an appeal regarding how we've handled your content
+  process:
+    enabled: true
+    name: Complaint about our process
+    description: a complaint about our processes or compliance with our duties
 
 # This list is sourced from Ofcom's list of the 17 types of priority illegal content, which is in turn sourced from
 # Schedules 5-7 of the Online Safety Act.

db/schema.rb

@@ -10,7 +10,7 @@
 #
 # It's strongly recommended that you check this file into your version control system.
 
-ActiveRecord::Schema[7.2].define(version: 2025_12_26_185531) do
+ActiveRecord::Schema[7.2].define(version: 2026_02_08_223211) do
   create_table "abilities", charset: "utf8mb4", collation: "utf8mb4_0900_ai_ci", force: :cascade do |t|
     t.bigint "community_id"
     t.string "name"