Handling complaints

This is an internal guide for Tacq staff. Complaints is a separate organization business process, built the same way as Support requests, but meant for reviewing violations.

Where complaints come from

Any user can report another person’s message or contact (the Report button): they pick a reason — child safety danger, harassment, spam, violence or other — and may add a note. Every complaint automatically lands in the organization’s queue as a separate internal entry. The reporter and the reported user do not see this entry — only staff do.

Workspace → Complaints

On the workspace, next to the Support tickets tile there is a Complaints tile (red). Inside — three tabs:

• New requests — complaints nobody has taken yet.
• In progress — the ones you accepted.
• Closed — resolved.

A new complaint card shows who reported (nickname · Master ID) and the reason. Tap Accept to start the review — the complaint moves to the In progress tab.

The complaint card

Open the complaint from the In progress tab. The red card gathers everything you need:

• the reason for the complaint;
• reported user and reported by — nickname and Master ID;
• which conversation or group it happened in;
• the reporter’s note (if any);
• a snapshot of the recent messages — participant names make it clear who said what.

Moderator actions

The actions menu is the three-dot icon at the top-right of the open complaint:

• Ban user — the offender’s account is frozen: they can’t send messages, make calls or start new chats until unbanned. The action is reversible — an Unban item appears in the same place.
• Delete the reported message — removes the specific message from the offender’s chat or group (available when the complaint was about a specific message).
• Close: actioned — close the complaint as a confirmed violation.
• Dismiss complaint — close it when there is no violation.

Every action is written to the moderation log.

Priorities and principles

• Child safety is top priority. Handle these first; if confirmed — ban and delete the content immediately.
• Fairness. Before banning, read the whole conversation snapshot: the complaint reason is the reporter’s opinion, not proof.
• Privacy (Zero-PD). We have no phone numbers or real names. Identify people by nickname and Master ID; don’t try to “unmask” anyone.
• Reversibility. Made a mistake — remove the ban. A ban doesn’t delete the account, it only freezes the ability to act.