Atween Complaint & Report Handling Rules (Overseas)

Version: v0.1-overseas-review-draft | Effective: upon legal confirmation | Ticket system: to be connected | Formal entry: to be bound

Not submittable yet. Overseas review draft. Real ticket system, handling SLA, response-time commitments, operations ledger, support staffing and escalation contacts must be completed. Aligned to DSA (Art. 14-20) internal-complaint-handling and to GDPR/CCPA rights handling.

1. What you can raise

AI output errors, AI sounding judgemental, exit failure, deletion failure, training-consent issues, third-party data-sharing questions, account/privacy issues, crisis-handling issues, illegal content, or any harmful experience.

2. Submission entry

The formal version provides a convenient in-app entry. Until the entry, mailbox, ticket-numbering and support backend are frozen, this draft is not a real intake system.

3. Submit less intimate content

Use de-identified descriptions, time, feature entry, screenshot number or ticket number. We do not require you to repeatedly paste intimate originals, the other person's words, full transcripts or identifying material.

4. Handling process

  1. Acknowledge and generate a ticket number.
  2. Triage for safety risk, personal data, minors, major property loss or illegal content.
  3. Ordinary issues go to product/support; high-risk issues go to safety escalation.
  4. Give a reasoned outcome and keep a de-identified ledger.
  5. If you disagree, provide an appeal route (and, where DSA applies, out-of-court dispute-settlement information).

5. Response times (draft)

Formal SLA pending operations/legal. Draft: high-risk safety issues escalate immediately; ordinary complaints acknowledged within 24h with an outcome within 7 business days; complex issues explain the delay and expected time.

6. Major risk

Self-harm, harm-to-others, threat, domestic violence, control, addiction or major property loss are not ordinary customer-service issues; they enter safety protection and necessary assistance.