At Edgie, we are committed to providing a safe and inclusive environment for our community. This Incidents and Complaints Policy outlines the procedures for reporting incidents and lodging complaints, ensuring transparency, and addressing concerns promptly. Your safety and satisfaction are our top priorities.
1. Incident Reporting:
- In the event of an incident or concerning behaviour within the Edgie community, members are encouraged to report it promptly.
- Incident reports can be submitted through the designated reporting feature on the platform or by contacting our support team directly.
2. Confidentiality:
- Edgie treats all incident reports with the utmost confidentiality. Information disclosed during the reporting process will only be shared with individuals directly involved in the investigation.
3. Investigation Process:
- Upon receiving an incident report, Edgie will initiate a thorough investigation to gather relevant information.
- Parties involved may be contacted to provide additional details, ensuring a comprehensive understanding of the incident.
4. Communication:
- Edgie is committed to keeping the reporting individual informed about the progress of the investigation.
- Regular updates will be provided on the status of the resolution process.
5. Resolution and Actions:
- Edgie will take appropriate actions based on the findings of the investigation. This may include warnings, suspension, or termination of accounts, depending on the severity of the incident.
- In cases where legal action is necessary, Edgie will cooperate fully with law enforcement agencies.
6. Complaints Procedure:
- If a member wishes to lodge a complaint regarding the platform’s functionality, services, or other non-urgent matters, they can do so through the designated complaints channel.
- Complaints will be addressed in a timely manner, and members will be kept informed of the resolution process.
7. Appeals Process:
- Members have the right to appeal decisions made in response to incidents or complaints.
- Appeals should be submitted in writing, providing additional information or context relevant to the case.
8. Continuous Improvement:
- Edgie is committed to learning and evolving. Incidents and complaints are valuable opportunities for improvement, and feedback will be used to enhance the overall Edgie experience.
9. Emergency Situations:
- In emergency situations requiring immediate attention, members are urged to contact local law enforcement authorities.
10. Reporting Retaliation:
- Edgie strictly prohibits retaliation against any member who reports an incident or lodges a complaint in good faith.
11. Contact Information:
- For incident reports, complaints, or any related inquiries, please contact our support team at support@edgie.com.au
Your well-being and satisfaction are of utmost importance to us. Together, let’s foster a positive and secure Edgie community.