Content Management Policy: meeting your acquirer and regulatory requirements

A Content Management Policy defines what content is permitted on your platform, how it is moderated, how harmful content is handled and how user complaints are addressed. It is a contractual requirement for acquirers serving user-generated content platforms and a legal obligation under the EU Digital Services Act and UK Online Safety Act.

What must it include?

Image Acceptable content standards

Acceptable content standards

Image Moderation process: Who moderates, how often and by what criteria

Moderation process: Who moderates, how often and by what criteria

Image Prohibited or illegal content takedown procedure

Prohibited or illegal content takedown procedure

Image Authority notification process for criminal content

Authority notification process for criminal content

Image Appeals process for affected users

Appeals process for affected users

Image Decision log and resolution timescales

Decision log and resolution timescales

Relevant regulatory framework

Image EU Digital Services Act (DSA)

EU Digital Services Act (DSA)

Mandatory for platforms operating in the EU

Image Visa VIRP

Visa VIRP

Requires a documented moderation and takedown process for high-risk content

Image Acquirer contractual requirements

Acquirer contractual requirements

Visa and Mastercard include content management obligations

What do we do for you?

We design the policy and operational procedures tailored to your platform:

✓ We define which moderation processes are manual and which are automated.
✓ We establish how decisions should be documented.
✓ We specify which records to retain and for how long.

Do you need to strengthen your platform’s content management?

We analyse your current processes and help you define a clear policy for moderating, removing and managing content, with procedures tailored to your acquirers’ requirements and applicable regulations.

Speak to a specialist