Baroness Lloyd of Effra (Lab)

I thank the noble Baroness for raising important points around customer communication. As set out in the Bill, it takes forward the current duties to notify customers that the Bill places on data centres, OESs, RDSPs and RMSPs. That duty was designed to ensure that providers of key digital and data infrastructure services consider whether their customers are likely to have been adversely affected by a reported incident—whether through disruption of service, compromise of their data or exposure of their systems to cyber threats—and to notify them. I will explain the logic in response to the point of the noble Lord, Lord Clement-Jones, about the importance of meaningful communication with customers. The reason we have drafted the Bill so that customer notification follows the 72-hour incident report is to ensure that regulated entities can focus on understanding the nature of the incident and contact customers when they are more likely to understand its potential impacts. We have discussed the question of what an organisation might reasonably be expected to know within 24 hours of identifying an incident. The point is that customers should be communicated with in a timely manner, with sufficient information, so that they can take the necessary action. On that point, the rationale for 72 hours was to time it, for simplicity, with the 72-hour report. I am happy to consult further with the noble Baroness to explain the logic of the 72-hour and 42-hour requirement to communicate with customers, because the motivation is exactly the same: to have actionable and meaningful communication with customers. I turn to the degree of depth of communication, the advice that can reasonably be put on regulated entities on technical measures, and what technical mitigations customers should take on their own. It is reasonable that the regulated entity should share what they know about the nature of the incident. The question about whether the regulated entity is in the right position to provide advice to customers on what mitigations they should take is both practical and technical. Would they have enough insight to have an effective understanding of the situation of the customers and a detailed understanding of the customers and their businesses in order to give effective meaningful advice in that way—or would that just be a requirement on the entities that would not have the intended impact? On that point, I am not quite persuaded that the line is drawn in the right position. On keeping in touch, mentioned by the noble Baronesses, Lady Kidron and Lady Harding, I am happy to come back to that on Report to make sure that we have the right balance between the initial notification and the right type of customer communication.