Purpose
Define the procedure for responding to safety incidents on the platform.
Incident Severity Levels
| Level | Description | Response Time | Examples |
|---|---|---|---|
| Critical | Immediate threat to safety | Within 1 hour | Abuse disclosure, exploitation, threats of harm |
| High | Serious policy violation | Within 4 hours | Sharing personal contact info with minor, harassment, bullying |
| Medium | Policy violation | Within 24 hours | Inappropriate content, spam, repeated minor violations |
| Low | Quality concern | Within 72 hours | Unprofessional conduct, poor session quality, minor disputes |
Response Procedure
Critical Incidents
- Immediately suspend accused party's account
- Notify safeguarding lead and country admin
- Preserve all evidence (session logs, messages, reports)
- Contact guardian (if minor involved)
- Report to relevant authorities if criminal activity suspected
- Provide support resources to affected party
- Document incident in safeguarding log
High / Medium / Low Incidents
- Review report and gather evidence
- Contact involved parties for statements
- Determine appropriate action based on severity and history
- Execute action (warning, content removal, suspension, ban)
- Notify affected parties of outcome
- Document in moderation log
- Follow up after 30 days to ensure resolution