Document summary
This policy distinguishes complaints, support, security reports, and appeals and defines intake, triage, investigation, decision, and escalation.
Choose the channel
Use Support for technical issues, security disclosure for vulnerabilities, Privacy for data rights, Council appeals for moderation decisions, and Complaints for conduct, service, or obligation issues. Misrouted requests are transferred while preserving reference and history.
Intake
We record a reference, scope, channel, date, category, and owner. We request only needed information and provide a secure route for sensitive files. A complainant does not need to publish a complaint publicly.
Triage and priority
Priority follows harm, persistence, affected group, and legal and security risk, not the complainant’s status alone. Personal and employee data is restricted to people who need it.
Investigation
The reviewer gathers evidence, hears relevant parties, establishes source and time, and checks conflicts. A person does not investigate a complaint about themselves or a decision they joined where an alternative exists.
Updates and timing
We acknowledge receipt and show the current stage and configurable target date. If delayed, we explain why without disclosing protected details. A privacy request keeps its legal deadline even if received through Complaints.
Outcome
The outcome states established facts, applied policy, action, remedy, and appeal route to the extent privacy, security, and employee rights allow. We do not promise a specific result before investigation.
Non-retaliation
A good-faith complainant is not penalized merely for complaining, even if not upheld. Deliberately malicious reports are prohibited, and intent is assessed from evidence rather than simple error.
External escalation
You may contact a competent authority or court. This policy does not limit a lawful remedy or require giving up a right in exchange for internal review.
Versions
Change log
- Version 1.0.0
Published the first operational version with clear scope, responsibilities, rights, and escalation routes.