UK regulator sets new rules for how tech firms treat grieving parents
Telecoms regulator Ofcom has finalised new industry guidance around how tech firms must respond to requests from bereaved parents about their child’s use of a service in the event of their death.
The Online Safety Act places requirements on categorised tech firms about how they can increase transparency and reduce uncertainty for bereaved parents making requests in these difficult circumstances. To help services to comply with these duties, the Act also requires Ofcom to produce industry guidance.
“The loss of a child is a tragic experience for any parent and a source of enormous grief. We are incredibly grateful for the invaluable perspectives from bereaved parents in helping to shape our final guidance,” the regulator said.
“Through our workshop and interviews we heard first-hand about the significant barriers bereaved parents have faced when seeking answers from tech firms about their children’s use of their sites and apps before their death.”
New guidance
As part of the guidance, which comes into immediate effect, providers are expected to comply with the deceased child user duties, under the Act.
- Provide clear and accessible information in their terms of service about their information disclosure policy, including how bereaved parents can make requests and the evidence required;
- Ensure they respond to bereaved parents in a timely manner;
- Offer a support function – which might be a helpline – to bereaved parents;
- Operate a simple to use, easy to access and transparent complaints function.
“Our guidance also recognises that there is scope for services to go further – above and beyond their core legal requirements,” Ofcom said.
“As such, it includes a range of other good practice measures that relevant services can implement to help ensure bereaved parents are supported and treated with dignity, respect and sensitivity.”
Ofcom said that these include:
- Setting out additional information in their terms of service to ensure their processes for requesting and disclosing information are even more transparent and accessible;
- Using trauma-informed language in their communications with bereaved parents;
- Providing specialist training to relevant front-line staff to ensure they are equipped to treat bereaved parents with the respect and dignity they deserve.
