投诉流程
如何进行投诉
提交投诉的推荐方式是使用在线表格。需提供有效的电子邮件地址，以确保投诉能够及时被确认和回复。
需提供的信息
为便于有效评估投诉内容，应包括以下信息：
- 所投诉的内容信息，例如内容所在的平台、标题、网页链接（URL）、发布日期和时间；
- 清楚说明投诉的性质，如认为内容违反编辑政策，应指出违反的具体标准及其理由；
- 提供身份信息，除特殊情况外，不处理匿名投诉。
所有来信应保持礼貌，带有冒犯性或侮辱性质的内容将不会收到回复。
投诉处理方式
编辑类投诉
如投诉明确指出特定内容并涉及可能违反编辑标准，相关材料将提交至总经理评估。总经理将在适当情况下对相关内容展开调查，必要时可能联系投诉人补充信息。
一般情况下，若内容最后发布已超过六周，投诉将不被受理。
受理后的投诉将依据其严重性和复杂性匹配相应资源，目标是在30天内给予回复，复杂情况可能需更长时间。
评估将包括对涉事内容的审核、相关资料的审阅，并可能征询相关领域意见。调查结束后，将提供书面回复，并在适用时说明所采取的补救措施。
无回复情况说明
投诉处理资源会根据情况分配。在部分情况下，仅发送自动回复确认收到信息，不再另行联系。
错误更正
尽最大努力确保内容准确，如发生错误，将依据编辑政策及时进行更正。
如希望修正内容，可直接联系编辑团队。若对结果不满意，可书面提交正式投诉。
个人信息收集
提交投诉时所提供的个人信息将用于调查和回应，不回复匿名投诉。
相关信息可能转交其他内部部门处理。
在特定情况下，平台可公开投诉人身份及平台回应内容。
如法律要求公开与投诉相关文件，涉及个人信息的内容可能会在披露前征询投诉人意见，必要时进行匿名化处理。
个人信息也可能提供给内部审查机构以协助处理投诉。
Complaint Procedure
How to Make a Complaint
The preferred way to submit a complaint is through our online form. Please provide a valid email address so that we can acknowledge and respond to your complaint in a timely manner.
What You Need to Tell Us
To help us assess your complaint effectively:
- Specify the content in question — such as the platform where it appeared, the title of the content, the webpage URL, and the date and time it was published.
- Clearly outline the nature of your concern — if you believe the content violates our editorial policies, please explain which standards were breached and why.
- Identify yourself — except in exceptional cases, we do not respond to anonymous complaints.
Please note: We expect readers to communicate with sincerity and courtesy, and we will respond in the same spirit. Offensive or abusive correspondence will not receive a reply.
How Your Complaint Will Be Handled
Editorial Complaints
If your written complaint concerns a potential breach of our editorial standards and clearly identifies specific content, it will be referred to our General Manager for assessment. The General Manager will review the matter and, if necessary, conduct an investigation.
Additional information may be requested to assist in the evaluation process.
Please note: If the complaint is submitted more than six weeks after the relevant content was last published, it may not be investigated.
When a complaint is accepted for investigation, we will evaluate the seriousness and complexity of the issue to determine the level of resources required. Our aim is to respond within 30 days of receiving the complaint, though some cases may require additional time.
The General Manager will examine the content in question, evaluate its compliance with editorial standards, review any relevant materials, and may consult internal or external experts as needed.
At the conclusion of the investigation, we will provide a written response outlining our findings. If appropriate, we will also detail any corrective or remedial actions taken or planned.
If You Do Not Receive a Response
We aim to allocate time and resources proportionate to the nature of the complaint. In some instances, you may only receive an automated message confirming receipt. This does not necessarily indicate further action will be taken.
Corrections
We make every effort to ensure accuracy in our content. However, due to the volume of material produced, errors may occasionally occur. When mistakes are identified, we take responsibility and issue corrections promptly in a form appropriate to the context.
You may contact the editorial team directly to request a correction. If you are dissatisfied with the outcome, you may file a formal complaint in writing.
Collection of Personal Information
We collect personal information that you provide to investigate and respond to your feedback, questions, or complaints. While anonymous submissions are allowed, please note that we do not respond to anonymous complaints.
Your submission may be shared internally with other departments for feedback or response.
We may also choose to publicly disclose the identity of the complainant and our response, if relevant.
Where legally required, we may be obligated to grant access to documents related to a complaint. If a document includes personal information (e.g., the complainant’s views or identity), we may consult with the complainant before disclosing such details. In certain cases, we may redact identifying information before releasing any material.
Personal information may also be shared with oversight bodies or committees tasked with reviewing complaints.
