Complaint handling standards
Whether a platform actually responds when a victim reports something - including evidence preserved off-platform - and how transparent the appeals process is when it doesn't.
Scope of this assessment area
A platform's safety is not what its policy says. It is what happens between a real victim sending a real complaint and a real outcome. We measure that, not the policy.
What we look for
Observable patterns that trigger investigation under this area.
Criteria a platform is scored against
Each criterion is publicly defined and applied consistently across every platform we review.
Published SLAs per severity
Hours for child safety / NCII; days for ToS; weeks for general.
Named safety lead
A specific role accountable to the regulator.
External evidence accepted
Under defined, fair rules - not refused on principle.
Appeal route with a new reviewer
Different person; published criteria; time-bound.
Transparency reporting
Volume, resolution rates and median times disclosed quarterly.
If you are affected - what to do first
Sequential, low-risk actions you can take right now.
Send a formal written complaint
Cite the specific rule breached; require a written response.
Copy the regulator
Online-safety or data-protection authority for the platform's home country.
Escalate to the payment processor
If 30 days silent - processors care about systemic failure.
Class complaint
Group with other affected users; complaints in volume get answered.
Have evidence in this area?
Submit confidentially - encrypted at rest, named reviewers only, you can submit anonymously.