Step‑by‑Step: How to File a Complaint with eSafety After Your Child’s Account Has Been Removed or Misused

If your child’s social account has been removed or their image misused, take this exact roadmap — fast, practical steps plus copy‑paste complaint templates you can use now.

Parents tell us their two biggest fears when a platform removes a child’s account or a minor’s image is shared without consent: (1) being ignored by automated appeals, and (2) making the wrong move that wastes time or exposes more data. This guide cuts through the confusion with a step‑by‑step plan to challenge wrongful removals under the under‑16 rules and to report misuse to the eSafety Commissioner (and to platforms and police when needed). Updated for 2026 trends — including wider use of AI moderation, cross‑border enforcement, and faster triage at safety regulators — this article gives you templates, an evidence checklist and escalation steps that work in real cases.

"Platforms removed access to roughly 4.7 million accounts under the ban when it was introduced in December 2025." — reporting on regulator data (New York Times summary, Dec 2025)

Quick summary — what you must do now (first 48 hours)

1. Preserve evidence: screenshots, URLs, platform emails, dates and times.
2. Contact the platform using its official appeal route (in‑app or help centre).
3. Secure accounts: change passwords, enable two‑factor, check connected apps.
4. Decide your escalation path: platform appeal first; if unresolved or abusive content remains, lodge an eSafety complaint.
5. If images or sexual abuse are involved, contact police immediately and note the crime reference number for your eSafety complaint.

Why this matters in 2026: new risks and opportunities

From late 2025 into 2026 regulators and platforms updated rules and technology. A landmark change was Australia’s under‑16 ban — platforms reported removal of millions of accounts in December 2025 as they implemented age‑restriction requirements. As governments around the world watch, platforms have increased automated checks and faster removals — but that has also increased false positives (accounts removed in error) and created new avenues for misuse (hijacked accounts and image‑based abuse). At the same time, regulators including the eSafety Commissioner have invested in AI triage and faster pathways for urgent complaints.

How the process works — company → regulator → police

Follow the escalation path to maximise chances of quick, practical outcomes:

• Platform appeal: required, fastest route to reinstate accounts and remove content.
• eSafety Commissioner: use when the platform fails, delays, or when content is image‑based abuse or highly harmful. eSafety can direct platforms and issue removal notices.
• Police: for sexual exploitation, blackmail, threats, stalking or criminal misuse — always report immediately.

Step‑by‑step: Challenge a wrongful removal (under‑16 ban)

When a child’s account is removed because the platform believes they are under 16 — but you believe the account is legitimately held by someone aged 16+ (or by a parentally supervised account) — use this route.

1. Confirm exactly why the account was removed

Check platform notices and emails. Platforms usually state an explicit reason (e.g., "under‑16 ban", "age mismatch", "terms breach"). Save the message and take screenshots that show timestamps and the platform’s wording.

2. Gather proof of age and identity (safely)

• Acceptable proofs may include passport, birth certificate or school ID. Do not upload full identity documents to message boards — use the platform's secure upload form when requested.
• Prepare obfuscated identity evidence where possible — e.g., a photo of the child holding their school ID next to today’s date on paper — if the platform accepts it.

3. Submit the platform appeal with clear facts

Use the platform’s official appeal channel and paste a clear, calm statement. Below is a ready‑to‑use template you can copy and paste.

Template: Appeal to platform — wrongful under‑16 removal

Copy, paste and customise:

Hello — my child’s account (username: [USERNAME]) was removed on [DATE] for being under 16. This removal is incorrect because the account holder is [AGE] and we are able to provide proof of age. We request an immediate review and reinstatement. We can provide [type of ID, e.g. birth certificate] via your secure upload form. Please confirm the exact reason for removal, what evidence you require, and an estimated response time. Thank you. — [PARENT NAME] (contact: [PHONE/EMAIL])

4. If the platform refuses or stalls, prepare an eSafety complaint

Only escalate to eSafety once you have: (a) attempted the platform appeal and (b) collected evidence. eSafety is designed to act when industry dispute resolution fails or where harmful content remains. Include the platform’s case reference and your correspondence history.

Step‑by‑step: Report misuse of a minor’s image or a hijacked account

If someone posts sexual images of a minor, uses the child’s image to solicit, or takes control of the account, act immediately.

1. Preserve evidence without amplifying

• Take screenshots of the abusive posts and the profile page (include timestamps and URLs).
• Save any direct messages, emails, or screenshots of blackmail requests.
• Do not share the images further — share only with authorities and the platform via secure channels.

2. Report to the platform using safety reporting tools

Use the in‑app "report" function. Many platforms have a dedicated "report sexual exploitation" or "report a child in danger" option that triggers priority review. Note the report ID.

3. Contact police (if criminal) and get a reference number

Image‑based abuse, sexual extortion, threats, or grooming are crimes. File a police report and record the crime reference number — eSafety asks for this when criminal elements are present.

4. Lodge an eSafety complaint

When platforms fail to remove content or the account remains active despite reports, file with the eSafety Commissioner. Prioritise this track for:

• Image‑based abuse involving a minor
• Sexual exploitation or grooming
• Refusal or delay by a platform to remove harmful content

How to lodge an eSafety complaint — exact information to include

Below is the information eSafety will expect. Preparing everything in one file speeds up the complaint and reduces back‑and‑forth.

• Complainant details: Your name, contact number, email, relationship to minor.
• Child details: Name, date of birth (or approximate age), nationality, current location.
• Platform details: Name of platform, username/handle, profile URL, account ID if available.
• Incident details: Date/time of removal or misuse, what happened, and why you believe it’s wrongful or illegal.
• Evidence: Screenshots (with timestamps), links to content, copies of platform responses, police reference number (if any).
• Action requested: Reinstatement, content removal, account takedown, assistance with platform compliance.

Template: Complaint to the eSafety Commissioner

Copy and customise for the eSafety online form or email:

Complainant: [PARENT NAME], contact [PHONE/EMAIL] Child: [NAME], DOB or age: [DOB/AGE] Platform: [PLATFORM NAME], username/URL: [PROFILE URL] Description: On [DATE] the account was [removed/posted content/ hijacked]. I submitted a report to the platform (reference [PLATFORM REF]) on [DATE] and uploaded proof of age/identity as requested. The platform has [refused/delayed/failed to remove] and the content remains live. I am concerned this is a wrongful removal under the under‑16 rule / or the content is abusive and involves a minor. Evidence attached: Screenshots (A‑C), correspondence with platform, police reference [IF APPLICABLE]. Action requested: Please review and direct the platform to reinstate the account / remove the content / investigate misuse. We are seeking a prompt outcome as the child is distressed and the content is causing ongoing harm. Thank you, [PARENT NAME]

What to expect from eSafety (timelines and likely outcomes)

eSafety triages complaints. In 2026, regulators have faster AI‑assisted triage for urgent image‑based abuse and grooming reports. Typical outcomes include:

• Immediate takedown requests to platforms for image‑based abuse or grooming — often within 24–72 hours for priority cases.
• Investigations where eSafety will request evidence and platform logs — these can take weeks for non‑urgent matters.
• Directives or notices to platforms where they fail to comply with removal responsibilities.
• Assistance with international platforms: eSafety can and does coordinate with overseas providers and international regulators but cross‑border cases may take longer.

Common reasons complaints fail — and how to avoid them

• Incomplete evidence — include timestamps, URLs, and platform responses.
• Wrong escalation path — always attempt the platform appeal first unless an immediate safety issue requires police/eSafety involvement.
• Sharing prohibited content — do not re‑share abusive images; provide them only to police/platforms via secure upload tools.
• Missing police report for criminal misuse — this slows eSafety action when the case has criminal indicators.

Advanced strategies for parents (2026 tactics that work)

1. Use age‑verification evidence and parental consent letters

Platforms are testing privacy‑preserving age‑verification. Use school IDs, passport pages via secure upload, or a notarised parental consent letter if the account is supervised. A concise parental consent letter can sometimes fast‑track reinstatement when age is the issue.

2. Combine regulator complaints with social pressure (carefully)

Where a large platform stalls, public channels (e.g., a calm tweet tagging the platform + eSafety) can accelerate responses — but avoid naming or posting the child or images. Use public channels to confirm you’ve filed an official complaint and to request a case reference.

3. Keep a single organised case folder

Create one encrypted folder with chronological files (screenshots, correspondence, police ref). Provide access to the platform/eSafety only when requested. This reduces errors and speeds up processing.

4. Use regulatory developments to your advantage

In 2026, many platforms must meet local safety rules or risk fines. Reference the platform’s obligations in your complaint to eSafety (for example, the requirement to take reasonable steps under the under‑16 rules). Regulator attention means platforms are more likely to act quickly on credible complaints.

Sample timelines — realistic expectations

• Platform in‑app appeal: 24 hours to 14 days (fastest if full evidence is supplied).
• eSafety acknowledgement: often within 48–72 hours for priority cases; full investigations may take weeks.
• Police response: immediate for threats/exploitation; otherwise timing varies by jurisdiction.

Privacy and safety checklist while you wait

• Turn off syncing and connected third‑party apps on the child’s devices.
• Change passwords and enable two‑factor authentication on all accounts.
• Check followers/friends lists for unknown accounts and remove them.
• Limit the child’s online activity until the situation resolves and provide emotional support.

Case study (real‑world example, anonymised)

In late 2025 a parent reported to us that their teen’s account was removed during the mass under‑16 clean‑up. The family had proof the teen was 16 and over and had previously verified identity on another service. They used the platform appeal template above and uploaded a school ID via the platform’s secure portal. When the platform took seven days without action, they lodged an eSafety complaint including the platform reference and police file (filed out of caution). The platform restored the account within 48 hours of the eSafety referral. Key takeaway: prepare proof, use the appeal path first, then escalate with a single, well‑organised file.

When to get legal advice

If the platform refuses to reinstate an account despite clear evidence, or if you believe the platform’s decision breaches privacy or defamation laws, consult a solicitor experienced in digital media and children's law. For urgent image‑based sexual abuse cases, police and child protection lawyers should be involved immediately. For operational guidance on escalation and formal notices, see resources on operational playbooks and legal escalation.

Downloadable templates and checklist (copy‑paste ready)

Use the templates in this article as your starting point. Save them into a text file and fill the bracketed fields before submitting to platforms or to eSafety. Keep a copy in your case folder and mark the date/time you submitted each item — this audit trail is very persuasive to regulators.

Final practical takeaways

• Act fast: preserve evidence and secure accounts within 48 hours.
• Appeal first to the platform with clear proof; escalate to eSafety if unsatisfied.
• Use police for criminal misuse and include the police reference in your eSafety complaint.
• Avoid sharing images except with the platform or police via secure forms.
• Stay organised: one encrypted folder with a single timeline increases your chance of a swift outcome.

Need help now?

If you’d like a ready‑to‑use package: copy the templates above, collect the evidence checklist items, and follow the step‑by‑step appeals path. If you prefer customised help, contact a children’s digital safety advocate or a solicitor specialising in online harms. Your first practical step is to pick one of the templates above, fill in the brackets, and submit it to the platform — then file with eSafety if the platform does not respond quickly.

Call to action: Start your appeal now — copy the platform template above, collect your screenshots and upload them via the platform’s secure form. If the platform stalls, use the eSafety template to lodge a complaint. For personalised support, download our full complaint pack and step‑by‑step checklist on complains.uk (includes printable evidence folder and a sample parental consent letter).

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