Online Safety Act updates

app/assets/stylesheets/_variables.scss

@@ -18,6 +18,7 @@ $danger: #EB5959;
 $success: #2ECC71;
 $info: #58A09A;
 $brand: #4B68FF;
+$brand-comp: #F05137;
 
 
 $data: (

app/assets/stylesheets/complaints.scss

@@ -60,3 +60,44 @@
 .is-lead + h1.complaint-title {
   margin-top: -1rem;
 }
+
+.is-brand-comp {
+  color: $brand-comp;
+}
+
+.with-subtitle {
+  margin-bottom: 0;
+}
+
+.subtitle {
+  margin-top: 0;
+  font-weight: normal;
+  font-size: 1.2rem;
+}
+
+.modules {
+  display: grid;
+  grid-template-columns: repeat(auto-fit, minmax(20rem, 1fr));
+  gap: 0.5rem;
+}
+
+.module-widget {
+  border: 1px solid $muted-graphic;
+  border-radius: 0.2rem;
+  padding: 0.5rem;
+  color: $key !important;
+
+  > h4 {
+    text-decoration: underline;
+  }
+
+  > p {
+    text-decoration: none;
+  }
+
+  &:hover {
+    background: $primary;
+    color: white !important;
+    text-decoration: none !important;
+  }
+}

app/controllers/complaints_controller.rb

@@ -3,6 +3,7 @@ class ComplaintsController < ApplicationController
   before_action :access_check, only: [:show, :comment]
   before_action :write_access_check, only: [:self_assign, :update_status, :change_content_type]
   before_action :verify_staff, only: [:reports, :reporting]
+  before_action :training_access, only: [:training]
 
   def index
     render layout: 'without_sidebar'
@@ -202,6 +203,16 @@ def reporting
     render layout: 'without_sidebar'
   end
 
+  def training
+    pages = Dir.glob(Rails.root.join('app', 'views', 'complaints', 'training', '*.html.erb'))
+               .map { |page| File.basename(page, '.html.erb') }
+    if pages.include?(params[:page])
+      render "complaints/training/#{params[:page]}", layout: 'osa_training'
+    else
+      not_found!
+    end
+  end
+
   private
 
   def access_check
@@ -235,4 +246,10 @@ def set_complaint
 
     @complaint
   end
+
+  def training_access
+    unless user_signed_in? && (current_user.staff? || current_user.at_least_moderator?)
+      not_found!
+    end
+  end
 end

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>
 

app/views/complaints/training/home.html.erb

@@ -0,0 +1,52 @@
+<h1 class="is-brand-comp with-subtitle">Online Safety Act</h1>
+<h2 class="subtitle">Moderator Training</h2>
+
+<p>
+  As part of our responsibilities under the Online Safety Act, we're obligated to provide training to all staff and
+  volunteers undertaking moderation duties.
+</p>
+<p>
+  Take your training here. Completing all the modules will record that you have completed the training, but you can
+  revisit these pages at any time if you need guidance when making moderation decisions.
+</p>
+
+<div class="modules">
+  <%= link_to osa_training_path('overview'), class: 'module-widget' do %>
+    <h4>Overview</h4>
+    <p class="has-font-size-small">
+      An overview of the Online Safety Act, our duties, and your responsibilities as a volunteer moderator.
+    </p>
+  <% end %>
+  <%= link_to osa_training_path('illegal-content'), class: 'module-widget' do %>
+    <h4>Priority & Non-Priority Illegal Content</h4>
+    <p class="has-font-size-small">
+      An explanation of the difference between the 17 types of priority illegal content, and other applicable types of
+      non-priority illegal content.
+    </p>
+  <% end %>
+  <%= link_to osa_training_path('definitions'), class: 'module-widget' do %>
+    <h4>Definitions</h4>
+    <p class="has-font-size-small">
+      Definitions of all the types of illegal content which apply to us.
+    </p>
+  <% end %>
+  <%= link_to osa_training_path('handling'), class: 'module-widget' do %>
+    <h4>Handling Illegal Content</h4>
+    <p class="has-font-size-small">
+      Your responsibilities and the steps you need to take in response to identifying potentially illegal content.
+    </p>
+  <% end %>
+  <%= link_to osa_training_path('higher-risk'), class: 'module-widget' do %>
+    <h4>Higher-Risk Content</h4>
+    <p class="has-font-size-small">
+      Some types of content are more likely to occur in our communities than others. More detail on those here.
+    </p>
+  <% end %>
+  <%= link_to osa_training_path('conclusion'), class: 'module-widget' do %>
+    <h4>Conclusion</h4>
+    <p class="has-font-size-small">
+      Thank you for taking the time to complete this training. Mark it as complete here and come back here if you need
+      to refer back to it.
+    </p>
+  <% end %>
+</div>

app/views/complaints/training/illegal-content.html.erb

@@ -0,0 +1,19 @@
+<p class="has-font-size-caption has-color-tertiary-600">Last updated 12 March 2026</p>
+
+<h1 class="is-brand-comp with-subtitle">Online Safety Act</h1>
+<h2 class="subtitle">Priority & Non-Priority Illegal Content</h2>
+
+<p>
+  The Act sets out 17 types of priority illegal content, and a number of types of non-priority illegal content. We have
+  carried out a risk assessment for all types of priority illegal content, and applicable types of non-priority illegal
+  content, which details the likelihood and impact of each type of content on our platform specifically.
+</p>
+
+
+
+<div class="has-text-align-right">
+  <%= link_to osa_training_path('definitions') do %>
+    <strong>Next</strong><br/>
+    Definitions &raquo;
+  <% end %>
+</div>

app/views/complaints/training/overview.html.erb

@@ -0,0 +1,64 @@
+<p class="has-font-size-caption has-color-tertiary-600">Last updated 12 March 2026</p>
+
+<h1 class="is-brand-comp with-subtitle">Online Safety Act</h1>
+<h2 class="subtitle">Overview</h2>
+
+<p>
+  The Online Safety Act 2023 (<a href="https://www.legislation.gov.uk/ukpga/2023/50">available here</a>) is a law
+  established in the UK in 2023 with the aim of improving online safety, particularly with regard to children, but with
+  wide-ranging effects for all online services. All services with UK users are required to comply with the Act. There
+  are ongoing cases which will define whether this is enforceable on non-UK entities in practice, but because Codidact
+  is a UK-based entity, we are clearly within scope and required to comply.
+</p>
+<p>
+  The Act is enforced by the UK's communications regulator, Ofcom, which also sets out the Register of Risks and Codes
+  of Practice on which our approach is based.
+</p>
+
+<h3>Types of service</h3>
+<p>
+  The Act defines two types of service: search services and user-to-user services. User-to-user services are those where
+  users may interact with one another; this is where we fall. There are different requirements imposed on each kind of
+  service, which for user-to-user services primarily focus on preventing and removing harmful content, and protecting
+  users from related harms.
+</p>
+
+<h3>Our responsibilities</h3>
+<p>
+  Responsibility for compliance with the requirements of the Act obviously falls on us (meaning the Codidact Foundation
+  as the organisation running the platform). The Foundation designates one of the Board of Directors as a named
+  individual with ultimate responsibility for compliance with the Act, which is currently
+  <a href="https://meta.codidact.com/users/8045">ArtOfCode</a>.
+</p>
+<p>
+  One of our responsibilities is to ensure that our volunteer moderators (that's you) have an awareness of the Act and
+  are provided with appropriate training in order to equip them to handle any harmful content which may appear on the
+  platform.
+</p>
+
+<h3>Your responsibilities</h3>
+<p>
+  As a volunteer moderator, your job is to guide, curate, and set the tone for your community. Part of that job is
+  protecting the community from any unwanted content. The majority of the time, that might take the form of off-topic
+  posts, arguments between users, or handling flags for your attention. Unfortunately, it may also take the form of
+  harmful or illegal content covered by the Act, and one of your responsibilities is to ensure this is dealt with and
+  escalated appropriately.
+</p>
+<p>
+  To be clear: we're <strong>not</strong> expecting you to handle harmful or illegal content alone. Our ask of you is
+  simple: if you identify something that you think would be covered by the Act, please:
+</p>
+<ul>
+  <li>Delete it to remove it from public view</li>
+  <li>
+    Escalate it to the Community Team straight away: either ping us in Discord, or flag it yourself and escalate your
+    own flag for us to review.
+  </li>
+</ul>
+
+<div class="has-text-align-right">
+  <%= link_to osa_training_path('illegal-content') do %>
+    <strong>Next</strong><br/>
+    Priority & Non-Priority Illegal Content &raquo;
+  <% end %>
+</div>

app/views/layouts/osa_training.html.erb

@@ -0,0 +1,60 @@
+<!DOCTYPE html>
+<html lang="en" dir="ltr">
+<head>
+  <%= render 'layouts/head' %>
+</head>
+<body class="<%= Rails.env.development? ? 'development' : '' %>"
+      data-user-id="<%= user_signed_in? ? current_user.id : 'none' %>"
+      data-mathjax="<%= SiteSetting['MathJaxEnabled'] %>">
+<%= render 'layouts/header' %>
+
+<main class="container">
+  <div class="grid">
+    <div class="grid--cell is-8-lg is-12">
+      <div class="has-padding-4">
+        <%= render 'shared/notices' %>
+
+        <% if @first_visit_notice %>
+          <%= render 'notices/first_visit' %>
+        <% end %>
+
+        <%= yield %>
+      </div>
+    </div>
+
+    <div class="grid--cell is-4-lg is-12 js-sidebar" role="complementary">
+      <nav class="widget">
+        <div class="widget--body">
+          <h3>Modules</h3>
+          <p>Navigate through the modules here.</p>
+          <div class="menu">
+            <%= link_to 'Home', osa_training_path('home'),
+                        class: "menu--item #{'is-active' if params[:page] == 'home'}" %>
+            <%= link_to 'Overview', osa_training_path('overview'),
+                        class: "menu--item #{'is-active' if params[:page] == 'overview'}" %>
+            <%= link_to 'Priority & Non-Prority Illegal Content', osa_training_path('illegal-content'),
+                        class: "menu--item #{'is-active' if params[:page] == 'illegal-content'}" %>
+            <%= link_to 'Definitions', osa_training_path('definitions'),
+                        class: "menu--item #{'is-active' if params[:page] == 'definitions'}" %>
+            <%= link_to 'Handling Illegal Content', osa_training_path('handling'),
+                        class: "menu--item #{'is-active' if params[:page] == 'handling'}" %>
+            <%= link_to 'Higher-Risk Content', osa_training_path('higher-risk'),
+                        class: "menu--item #{'is-active' if params[:page] == 'higher-risk'}" %>
+            <%= link_to 'Conclusion', osa_training_path('conclusion'),
+                        class: "menu--item #{'is-active' if params[:page] == 'conclusion'}" %>
+          </div>
+        </div>
+      </nav>
+    </div>
+  </div>
+</main>
+
+<%= render 'layouts/footer' %>
+
+<%= render 'layouts/matomo' %>
+
+<% if Rails.env.production? %>
+  <script src="https://7zb04r9ckbwg.statuspage.io/embed/script.js"></script>
+<% end %>
+</body>
+</html>

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.

config/routes.rb

@@ -388,6 +388,7 @@
     post   'report/:token/content_type',   to: 'complaints#change_content_type', as: :update_complaint_content_type
     get    'reports',                      to: 'complaints#reports', as: :complaints
     get    'reporting',                    to: 'complaints#reporting', as: :complaints_reporting
+    get    'training/:page',               to: 'complaints#training', as: :osa_training
   end
 
   get   '403',                             to: 'errors#forbidden'

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"