KollabiuM Complaint Handling Rules

1. What you can report

These Rules govern reports on KollabiuM. The Platform is operated by KOLLABIUM FZCO. These Rules form an integral part of the Terms of Service. You can report violations of the law, third-party rights or Platform rules, including threats, bullying, fraud, spam, prohibited sexual content and other breaches of section 11 of the Terms. The Child Safety Standards also apply when a child is at risk.

You can report a post, story, comment, user profile, AI Studio result, private message, group/channel message or post, channel comment and group/channel card. You can report your own AI Studio result independently of its quality rating: this is a report about a model result, not about you.

2. How to submit a report

Choose “Report” from the object or message menu, select a reason and add an explanation if needed. You receive confirmation after submission. You can also contact support at kollabium.com/care or support@kollabium.com, including if you have no account or cannot access the object.

Include the following in your report:

• A link or identifier for the object and where you found it.
• The reason and a specific explanation of the violation, including the right or legal requirement concerned if known to you.
• Relevant circumstances and safe supporting evidence available to you.
• A reply address if you contact us outside your account, and confirmation that your information is accurate and submitted in good faith.

Do not distribute prohibited material to support a report. For child sexual abuse material, provide its location only. We use the information to review your report and do not disclose your identity to the author without a lawful basis.

3. What happens before a decision

When you report an object on the Platform, it is immediately hidden from you. After three reports from different users, it is hidden from everyone pending a moderator's decision. For a profile, group or channel, only the card is hidden: its avatar, name and description are replaced with a neutral “under review” placeholder. Its posts, stories, messages and comments are not automatically hidden; they require separate reports. Three reports do not automatically ban an account.

A private AI Studio result goes to a moderator after the first report; the three-report threshold does not apply. Where a child is at risk or there are other grounds for urgent intervention, we act without waiting for the threshold.

Reports sent through support or email do not automatically hide an object from you: identify it so support can review it.

4. Response time and outcome

We review reports within 24 hours of the first report about the object in the current review. Repeat reports do not extend this period. A moderator reviews the material, context, information submitted and applicable rules. Reports enter the moderation queue; urgent safety threats require priority action.

After review, we keep material if no violation is established or remove material that violates the rules. For a profile/group/channel card, removal means resetting the offending card details, not deleting the entire account or chat. Where necessary, a separate decision applies a warning, feature restriction or temporary or permanent ban under the Terms. We report indications of crime to the competent authorities as required by law.

A decision to keep an object lifts the global restriction imposed by reports, but it stays hidden from you. The decision does not override other restrictions or removal on other grounds.

After a decision to keep an object, you cannot report the same unchanged object again. New reporters can submit reports, but an already reviewed object does not automatically enter quarantine again at the threshold; a moderator reviews the reports. When the author edits the object, the counter and repeat-report restriction reset. Editing an object while it is quarantined does not lift the quarantine before a moderator's decision.

5. Notification and appeals

We notify you of the outcome. The author receives notice of a decision affecting their material or account, with the specific reason, the rule breached and the measure applied. The notice explains how to appeal; disclosure is subject to the law and the need to protect victims.

If you disagree with the decision on your report or a decision affecting your material or account, contact kollabium.com/care or support@kollabium.com. Include the object link or identifier, the decision you received, why you believe it is mistaken and any additional circumstances. We review the decision again and explain the outcome. A report or appeal does not itself restore hidden material or lift restrictions.

6. Blocking a user

After reporting another user's material, you can block them; you can also do this from their profile. Blocking applies to you and does not constitute a Platform-wide ban. You cannot see each other’s content or profile, comment, react, follow or send private messages to each other. Existing follows are removed in both directions. The blocked user also cannot call you, invite you to groups or account-linked conferences, mention or tag you, or react to your content. Guest conference participants and participants whose accounts are not linked are outside this restriction.

You see a placeholder for the blocked user's profile, and their old messages in a shared group are hidden only from you. Unblocking does not cancel a block by the other user, personal hiding, sanctions or privacy settings, and does not restore friendships, follows or requests. You can view the list and unblock users in Settings under “Blocked users”. Reporting your own AI result does not offer to block yourself. Blocking or unblocking does not replace report review or override moderation decisions.