Aug 14, 2025
Complaints Policy
Introduction and Scope
Fantra is committed to providing a fair, transparent, and efficient process for handling complaints. We view complaints as an opportunity to improve our services and to resolve issues in a way that respects and protects our users and creators. This Complaints Policy outlines how users (including Fans and Creators) can lodge a complaint about any aspect of the Fantra platform, whether it’s about content, another user’s behaviour, a moderation or enforcement decision, payment issues, or any other concern regarding platform use, and how those complaints will be managed. This policy applies to all complaints raised by any Fantra user or affected party and covers both minor grievances and more serious disputes. Our goal is to address complaints promptly and fairly, in compliance with applicable regulations and our own high standards of customer service.
Definitions
For clarity, here are key definitions related to this document.
Complaint means a report of dissatisfaction or concern about the platform, content, decisions or behaviour
Acknowledgement means our written confirmation that a complaint was received and logged
Investigation means our impartial review of the facts, records and context of a complaint
Resolution Decision means the outcome communicated to the complainant, upheld, not upheld or partial
Appeal or Escalation means a request for a higher level review inside Fantra
External Regulator means a public body that may review certain matters, for example OAIC or the eSafety Commissioner in Australia
Case Reference means the identifier we assign to track a complaint through to closure
What Can You Complain About? You can file a complaint for (but not limited to) the following:
Content that you believe violates our guidelines or is illegal (e.g. you come across content depicting something prohibited, or content that infringes on your copyright or privacy).
Decisions made by Fantra that affect you, such as content removal, account suspension/ban, age verification outcome, or any enforcement action you feel was unwarranted or handled improperly.
Interactions with other users (Fans or Creators) – for example, harassment, scams, or a Creator not delivering promised content, or a Fan engaging in abusive behaviour.
Platform functionality, payments, or services – e.g. technical issues not being addressed, errors in billing, or features not working as intended.
Any other aspect of your experience with Fantra that you are dissatisfied with, including customer service issues or privacy concerns.
Fantra does not tolerate retaliation against anyone who lodges a complaint in good faith. Raising a concern will never result in punitive action against you as long as it’s honest and not malicious.
How to Lodge a Complaint
We have made the complaint submission process straightforward:
Contacting Support: The primary channel for complaints is our Fantra Support Team. Please send an email to admin@fantra.ai with the subject line “Complaint – [Brief Description]”. In the body, describe the issue in detail. You may also use the in-app support/contact form if and when available: navigate to “Help & Support” in the app and select “Submit a Complaint”. This form will guide you to provide necessary information.
Information to Include: To help us address your complaint efficiently, please include:
Your username and registered email address (so we can verify your account and contact you).
A clear description of the problem or decision you are complaining about. (For example: “On [date], my account was suspended without explanation” or “I found a creator posting content that appears to involve a minor”.)
Relevant identifiers or evidence: usernames of other parties involved, content IDs or URLs in question, dates/times of incidents, screenshots if applicable. The more specific you can be, the easier for us to investigate.
What outcome or resolution you are seeking, if you have a preference (for instance, restoration of content, reactivation of account, refund, apology, improved behaviour from another user, etc.). While we cannot guarantee the exact outcome, understanding your expectation helps us address the issue.
Alternate Channels: If you are unable to use email or the in-app form, you may send a written complaint to our business mailing address (listed on our website). Please mark it Attn: Fantra Complaints. Keep in mind that postal complaints will take longer to reach us and to respond. We encourage digital submissions for speed.
Complaints on Behalf of Others: If you are lodging a complaint on behalf of someone else (e.g. a legal guardian, or an attorney representing a user, or reporting an issue affecting another person who cannot report themselves), please indicate your relationship and provide evidence of authorisation if applicable. We may need to verify that the affected party consents to you acting on their behalf, except in cases where it’s a legal representative or safety matter.
Our Complaint Handling Process
When we receive your complaint, Fantra will handle it through a structured process:
Acknowledgment: We aim to acknowledge receipt of your complaint within 3 business days (and often sooner). This acknowledgment will usually be via email. We will assign a case reference number to your complaint and inform you of it, so you can quote it in any follow-up. In the acknowledgement, we may summarise our understanding of the complaint to ensure we’ve got it right.
Initial Review: A member of our Support or Trust & Safety team will conduct an initial review of the complaint to classify its nature and urgency. Complaints involving potential serious harm or illegality (e.g. content involving minors, credible threats, trafficking concerns) are escalated immediately to senior management and handled urgently in cooperation with our Legal/Compliance team (and potentially law enforcement). Other complaints are classified as general (e.g. dissatisfaction with a feature, minor policy issue, etc.), content/moderation dispute, payment issue, user conduct issue, etc., and routed to the appropriate specialist if needed.
Investigation: We will investigate the complaint fairly and impartially. This may involve:
Checking platform logs and data (for example, examining content that was removed, reviewing moderation notes, looking at transaction records).
Reading relevant communications (such as support tickets, chat logs if harassment is alleged – note: any reading of private messages is done in line with our Privacy Policy and only to the extent necessary for the investigation).
Interviewing or consulting Fantra staff who were involved (if the complaint is about how a support request was handled, for instance).
If it’s a complaint about another user, we may reach out to that user for their statement or simply review their activity silently. We maintain confidentiality to the extent possible; we won’t reveal your identity to another user in most cases, unless necessary to resolve (and even then, we’d seek your consent or obscure identifying info).
For complex issues, a senior member of the team or a specialist (like our Head of Trust & Safety or Data Protection Officer for a privacy complaint) will lead the investigation. They will ensure any legal considerations are factored in.
Resolution Decision: After investigation, we will come to a decision on how to resolve the complaint. Possible outcomes include:
Complaint Upheld (We agree with you): We find your complaint valid and will take remedial action. For example, if you complained that your content was wrongly removed, we might restore it (provided it doesn’t violate any law). If you were suspended unfairly, we might reinstate your account (with an explanation and perhaps an apology for the inconvenience). If another user violated rules with their behaviour, we might warn or ban that user. In some cases, a goodwill gesture may be offered, such as crediting your account if you experienced a service failure.
Complaint Not Upheld (Disagree or Cannot Substantiate): We determine that the action taken was correct or the issue is not as claimed. For instance, if a Creator complains that their post was removed but we confirm it did breach our guidelines, we will stand by the removal. We will provide a clear explanation in such cases, so you understand why.
Partial Resolution: Sometimes a complaint may have multiple aspects, some valid, some not. We will address each part. Example: A Fan complains about both a technical billing error and a support staff’s rudeness. We might find the billing error did occur (and fix/refund it), but the support interaction was polite and within policy. The response would acknowledge and fix the error, but not uphold the claim of rudeness (while still expressing regret that the Fan felt that way, if appropriate).
Unable to Resolve Satisfactorily: In rare cases, we might not be able to fully resolve a complaint to a user’s satisfaction (for instance, if the user demands something against our policy or impossible, like “remove this other creator from the platform entirely because I dislike them” without policy cause). In such cases, we will explain our position and any alternative solutions or compromises, if available.
Response Timeframe: We aim to provide a substantive response to complaints within 10 business days of receiving them. Many issues will be resolved much faster, but some may require more time, especially if complex or involving third parties. If we cannot give a full resolution within 10 business days, we will update you on the status, explain the delay, and give an estimated timeframe for conclusion. For example, if your complaint involves a technical bug, we might need extra time to work with developers to fix it. We might say: “We are still investigating the issue with our engineering team; we expect to have an update in another week.” We will keep you informed periodically if a resolution is taking longer than expected.
Communication of Outcome: Our resolution will be communicated to you in writing (usually via email). We will:
State clearly our findings (e.g. “Upon review, we found that your account was mistakenly flagged by an automated filter.”).
State the outcome (e.g. “We have reactivated your account and removed the strike from your record,” or “We regret to inform you that we cannot restore the content because it does violate our policy regarding [X].”).
Provide any relevant explanation or evidence we can share. (We will be as transparent as possible, though we may not divulge internal confidential details or someone else’s private info. But we know you want clarity, so we strive to explain the reasoning fully.)
If applicable, include an apology if the issue was due to our error, and mention steps we are taking to prevent future occurrence (e.g. “Our team will undergo additional training,” or “We are updating our algorithm to avoid false positives like this.”).
If some action is required from you or an offer is being made (like “please follow these steps to reset your account” or “we can offer you X credit”), we will detail how you can accept or implement that.
Closing the Complaint: Once we have provided our response and any remedy, we will consider the complaint closed. However, if you feel the issue has not been fully addressed, you can request an escalation or review (see below). Otherwise, we will record the complaint as resolved.
Escalation and Appeals
Fantra wants to ensure you have confidence in our process. If you are not satisfied with the outcome of your complaint or how it was handled:
Internal Escalation: You may request that your complaint be reviewed at a higher level. For example, if a support agent issued a decision you disagree with, you can ask for a manager or the Head of Customer Support to review it. We treat such requests seriously. A different staff member or supervisor will re-evaluate the case, taking into account any additional information or perspectives you provide. They will either confirm the original decision or overturn/modify it, and we will then communicate the final position. We aim to complete escalated reviews within another 10 business days, and we will keep you informed of the progress.
Final Internal Appeal: In extraordinary circumstances, if you still feel justice hasn’t been served, a final appeal can be made to Fantra’s executive team (e.g. our Chief Compliance Officer or CEO, depending on the issue). They will only consider appeals that involve significant matters (legal rights, potential bias, etc.) and after the normal process has been exhausted. Their decision will be the final word from Fantra’s side.
External Avenues: Our hope is to resolve complaints internally, but you also have the right to seek external resolution:
Regulatory Bodies: If your complaint pertains to matters of privacy, you can contact the Office of the Australian Information Commissioner (OAIC) or your local data protection authority (for EU users, that could be your country’s DPA; for UK users, the ICO; for US users, relevant state privacy agencies or the FTC). For example, if you believe we are not handling your personal information correctly and we haven’t resolved it, a privacy regulator can review your case.
Online Safety Regulators: For issues related to illegal or harmful online content or cyber-abuse, Australian users can reach out to the eSafety Commissioner (www.esafety.gov.au). The eSafety office can handle complaints about cyberbullying, image-based abuse (like non-consensual intimate images), and other online safety issues and has powers to direct platforms like ours in certain cases. Users in other jurisdictions may have similar agencies (for example, in the UK, Ofcom is taking on some online safety regulation; in the EU, various national bodies under the Digital Services Act).
Consumer Protection Agencies: If you believe Fantra has not honoured consumer rights (e.g. regarding subscriptions, refunds, misleading representations) and our internal process didn’t fix it, you can contact bodies like the Australian Competition & Consumer Commission (ACCC) or your local consumer affairs office. They can advise on your rights under consumer law and possibly intervene or guide you on next steps.
Law Enforcement: If your complaint involves unlawful behaviour (such as someone on Fantra engaging in harassment that constitutes a crime, or you encountered what you believe is child exploitation material, etc.), you should also consider filing a report with the police or relevant law enforcement. Fantra will cooperate with law enforcement investigations as outlined in our policies.
Legal Action: While we hope it never comes to this, you always reserve the right to seek independent legal advice and pursue remedies through the courts if applicable. Our Terms of Use may have clauses regarding dispute resolution (such as arbitration or choice of law), which would apply.
When we provide our final response to your complaint, we will remind you of relevant external options in case you remain dissatisfied. We will also provide any necessary information to facilitate your contact with regulators (e.g. how to reach OAIC, etc.). We will fully cooperate with any official external review of a complaint – for instance, if a regulator contacts us about your issue, we will share information as needed (in compliance with privacy laws) and abide by any rulings or directions given.
General Provisions and Other Information
Confidentiality: Your complaint will be handled confidentially. Only those who need to know in order to investigate and resolve will be involved. We will not publicise your complaint or share your identity beyond what is necessary. If your complaint is about another user, we usually will not disclose to them who made the complaint (unless essential for natural justice in a serious case, and even then, we’d discuss with you first).
Record-Keeping: We maintain a log of all complaints and their outcomes. This helps us track patterns, ensure consistency in responses, and identify any systemic issues. Complaint records are kept in accordance with our data retention policy – typically for at least 2 years, and longer if required by law or if related to an ongoing issue. Your personal data in the complaint will be handled in line with our Privacy Policy.
Continuous Improvement: The Fantra team regularly reviews complaints data to improve our platform and policies. For example, if we notice a surge in complaints about a particular feature, we’ll investigate and likely refine that feature. If multiple users misinterpret a rule leading to complaints, we might clarify the rule or improve communication. Complaints thus directly feed into making Fantra better and safer.
Contact Points: Apart from the support email given, users can also reach out via the app’s “Help” section or any official Fantra support channels. For users with accessibility needs or language barriers, we will do our best to accommodate (we can arrange communications in writing for those who cannot speak, or use translation services for non-English complaints, etc.).
Regulator Contact Reference (Summary):
OAIC (Australia) – for privacy and data complaints: www.oaic.gov.au
eSafety Commissioner (Australia) – for online safety/content complaints: www.esafety.gov.au
Your local Data Protection Authority (EU) or ICO (UK) – for privacy issues.
FTC (USA) or state Attorney General – for consumer protection in the US.
We include these as helpful references; note that each has its own thresholds and processes for complaints.
No Fees: You will not be charged any fee for making a complaint to Fantra. Our process is free. (External bodies similarly generally do not charge for inquiries/complaints, though going to court would incur your own legal costs.)
Conclusion: Fantra strives to treat all users fairly and to maintain an environment where concerns are heard and resolved. We encourage you to reach out if something isn’t right, whether it’s a minor annoyance or a serious issue, and we pledge to handle it diligently. Your feedback and complaints allow us to uphold our values of safety, legality, and user satisfaction in the evolving landscape of AI-generated content. Thank you for being a part of the Fantra community and for helping us improve by voicing your concerns.