CallMeChat Reports and Complaints Policy

Effective date: Nov 7, 2022

The objective of the policy LTD (, "we", the “Company”) seeks to maintain and enhance our reputation of providing you with high-quality services. We value complaints as they assist us to improve our products, services, and customer service.

is committed to being responsive to the needs and concerns of our users or potential users and to resolving your complaint as quickly as possible.

This policy has been designed to provide guidance on the manner in which receives and manages your complaint. We are committed to being consistent, fair, and impartial when handling your complaint.

The objective of this policy is to ensure:

  • You are aware of our complaint lodgment and handling processes,
  • You understand our complaints handling process,
  • Your complaint is investigated impartially with a balanced view of all information or evidence,
  • We take reasonable steps to actively protect your personal information,
  • Your complaint is considered on its merits taking into account individual circumstances and needs.

1. How a complaint could be made.

If you are dissatisfied with a service provided by us, or you want to report content or behavior that may be illegal or otherwise violates our Community Guidelines, or any applicable law you can lodge a complaint with us in one of the following ways:

If you choose to complete a report form on our website https://callmechat.com you are provided with the options to use the “block and report” button, select the assumed violation type (not interested/harassment/nudity/incorrect gender/underage), and to add a comment with the description (if necessary).

2. The information you may need to tell us

When we are investigating your complaint, we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we may ask you for the following information:

  • Your name and contact details,
  • The nature of the complaint,
  • Details of any steps you have already taken to resolve the complaint,
  • Details of conversations you may have had with us that may be relevant to your complaint,
  • Copies of any documentation that supports your complaint.

3. Recording

When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome, and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.

As part of our ongoing improvement plan, complaints will be monitored for any identifying trends by management, and rectification/remedial action taken to mitigate any identified issues.

If you lodge a complaint, we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure unless you expressly consent to its disclosure.

4. Feedback

is committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.

Once your complaint has been received, we will undertake an initial review of your complaint.

There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you. In such circumstances, we will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the status of your complaint at that time.

We are committed to resolving your complaint within 7 business days of you lodging your complaint, however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within 7 business days, we will inform you of the reason for the delay and specify a date when we will be in a position to finalize your complaint.

During the initial review or investigation stage, we may need to seek further clarification or documentation from you to assist us in resolving your complaint.

Once we have finalized your complaint, we will advise you of our findings and any action we have taken. We will do this in writing.

You have the right to make inquiries about the current status of your complaint at any time by contacting us.

5. Complaint handling process.

  • Review. We undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.
  • Investigation. Within 7 business days of receiving your complaint, we will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us, and any other information which may be available, that could assist us in investigating your complaint.
  • Response. Following our investigation, we will notify you of our findings and any actions we may have taken in regard to your complaint.
  • Action. According to our Community Guidelines, we will take all the necessary actions, including but not limited to a warning on inappropriate behavior, deletion/modification of content, suspension of the account, and deletion of the account. Where appropriate we amend our business practices or policies.
  • Recording. We will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.

6. Appeal.

  • If you are not satisfied with how your complaint has been handled, you reserve the right to refer your complaint to your relevant federal, state, or territory consumer protection agency at any time.
  • It is enabled to any person depicted in the content to appeal to remove such content, and to have the content removed should the outcome of the investigation determine that consent was not given or is void under applicable law.
  • If there is a disagreement regarding this request, we are responsible for allowing such disagreement to be resolved by a neutral body.

7. Questions.

If you have any questions about our complaints process, please contact us at [email protected] we are always happy to assist.