Complaint and Reporting Policy & Procedure

Updated: Nov, 26 2024

Policy Statement

This policy outlines the procedures for handling complaints or reports submitted to Miss Bliss. The aim is to provide a clear, efficient, and supportive process for individuals to voice concerns or report issues.

This policy outlines the procedures for handling complaints and reports submitted to Miss Bliss. It aims to create a safe, inclusive, and respectful community by addressing issues promptly and effectively. By following this policy, we strive to maintain a positive platform experience for all users.

The intent of this policy is to communicate and document a complaints and appeals management process that:

• provides a means for receiving complaints or feedback 
• encourages the reporting of prohibited content, activities, and issues
• is easily accessed and practical
• is understood by our customers and other stakeholders
• provides for a fair, equitable and timely response
• is in compliance with regulatory and legislative requirements.

Definitions

Complaint: a formal submission of a report made to or about content witnessed on Miss Bliss that violates our Terms of Use, or feedback regarding services or products that warrants response or resolution.

Complainant: the person or entity that makes a complaint

Escalation: the process of referring complaints to other persons for additional management action

Principles

The following principles shall guide our organization and commitment for managing customer complaints. We shall:

• ensure our customers are encouraged to raise concerns about User Generated Content uploaded to Miss Bliss.
• accept all complaints from customers, suppliers, other stakeholders and members of the community
• recognize the importance of complaints that are submitted to us 
• ensure confidentiality of all parties is maintained throughout the process
• All reported complaints will be reviewed and resolved within 7 business days
• maintain communications with all parties during the process
• provide employees with training on this policy and procedure
• provide awareness on escalation options if required
• ensure complainants are not disadvantaged by submitting a complaint under this process
• ensure management reviews include complaints data to identify improvement opportunities
• continually monitor and improve the complaints management system.

Responsibilities

Process

Submitting a complaint or report to Miss Bliss is a straightforward process designed to be accessible to everyone. 

Submitting a Report or Complaint

Complaints and reports can be submitted through the following channels:

1. Email: Send an email to support@missbliss.com
2. Online Form: Submit a complaint or report through the online form accessible from a profile, post, or via the ‘Report Abuse’ link in the footer of the platform’s policies.
3. Help Centre: Utilize the Help Centre to submit a ticket detailing your concern.

Complaint and Report Handling Process

Where a Miss Bliss team member is provided a complaint, they are responsible for: 

Receiving the complaint:

• The complainant or reporter will receive a confirmation email or notification indicating that their concern has been received.
• Depending on the type and severity of the complaint, either discussing with the complainant an agreed upon resolution (for smaller matters) or referring the complaint on to a manager/supervisor for further investigation and action. 

The complaint manager is responsible for all further steps where a complain cannot be resolved at step 1. They are responsible for:

Processing the complaint by:

• updating the complaints register 
• communicating with the complainant.
• disabling content from public immediately, where applicable. 

Investigating the complaint or appeal by:  

• examining information relevant to the complaint
• thoroughly investigating the complaint and determining a response 
• communicating with the complainant on the determination and outcome of the complaint and next steps for resolution. 
• resolving the complaint in a timely manner and, if delays occur, advising the complainant accordingly. 

Responding to and resolving the complaint by:

• making a decision or referring to the appropriate people for a decision within 7 business days of the complaint being received.
• resolving the complaint (and how this has been achieved); or if no further action can be taken, the reasons for this This may include: 

• Permanently remove the offending content
• Implementing corrective measures
• Taking disciplinary action, if necessary
• Suspending or terminating the offender’s account

• where appropriate, informing the complainant of the outcome and the reasons for any decisions made (and if so, what will be done to resolve it)
• informing the complainant of any options for further action if required 

Repeat and Egregious Offenders

Repeat offenders that violate our Terms of Use, have a single confirmed egregious offence, or repeatedly abuse the reporting functionality, will have advanced actions taken against them which may include, but are not limited to, deleting the members account and banning members from using Miss Bliss in the future.

Lodging an appeal

Complainants may lodge an appeal if they disagree with a decision made by the organization, or by an employee. An appeal should be made in writing and submitted to appeals@missbliss.com.

Reviewing the Appeal 

• If the complainant is not satisfied with the investigation and proposed resolution of their complaint or appeal, they can submit an appeal to appeals@missbliss.com within 7- 10 business days. 
• Our administrators will review your appeal and make a final determination as to whether a violation has occurred, along with the appropriate remedy.
• Our determination in responses to appeals will be final, and in our sole discretion. We request that complainants do not seek any further reconsideration of our determination at this point. 

Record Keeping

A complaints register shall be maintained by the business and kept for a minimum of 2 years after a member has deleted their Miss Bliss account, or from when a complaint was made (non-members).The register will be maintained within our records management system and will record the following for each complaint or appeal:

• name and contact details of the complainant
• details of the complaint
• actions taken
• date submitted and date closed.
• Evidentiary Documents and attachments

All correspondence shall be maintained in our records management system. Information shall be treated as confidential and access restricted.

Training Procedures

Employees shall receive training on complaints management processes during their induction, and as part of ongoing training. 

Managers will undergo training for complaints management and resolution to support customers and others through the complaint process and appropriately respond to complaints in an empathetic manner. 

Continuous Improvement of the Complaints Management System

The complaints management policy and process shall be reviewed and evaluated every year when management conducts its annual review of our quality system. This will include:

• review of the Complaints Management System
• corrective actions and improvement opportunities identified to improve the system
• forward plans to ensure continual improvement

Commitment to Fairness and Transparency

Miss Bliss is committed to handling all complaints and reports fairly, impartially, and transparently. We strive to create a safe and supportive environment where individuals feel empowered to voice their concerns without fear of retaliation.

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