Each complaint is assessed on a case-by-case basis, taking into account all the information provided before we decide on our approach.
For this reason, it is very important that you provide as much information as you can to support your complaint.
All complaints are assessed to determine whether they fall within the scope of the laws we work under.
Generally we will consider factors such as:
If we need further information we will contact you via the email address you have provided. If you can’t access the information we need, you should let us know and we’ll see what we can do.
Depending on the details of the complaint, we have a number of options available to us. We may provide access to support services, point you to tips to block, report and delete, try to get material taken down, work with schools or undertake a number of other actions.
If we think the best approach to resolve your complaint is to contact your parents or school, we will contact you and ask for your permission first. The only time we may not wait to ask your permission is if we think there is a serious threat to your safety or to others.
As the complaint progresses, we will keep you informed via the email address provided in your complaint.
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