Complaints and Appeals

  1. Users may submit complaints through the Platform's official complaints procedure.
  2. The Platform will endeavour to:
    • acknowledge receipt of complaints within three (3) Business Days
    • provide a substantive response within ten (10) Business Days, where reasonably practicable
    • conclude the complaint within fifteen (15) Business Days following the final response, unless exceptional circumstances require additional time.
  3. Where disciplinary action has been taken, the affected user may submit an appeal in accordance with the published complaints and appeals procedure.
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