投訴流程
如何進行投訴
提交投訴的推薦方式是使用在線表格。需提供有效的電子郵件地址，以確保投訴能夠及時被確認和回覆。
需提供的信息
為便於有效評估投訴內容，應包括以下信息：
- 所投訴的內容信息，例如內容所在的平臺、標題、網頁鏈接（URL）、發佈日期和時間；
- 清楚說明投訴的性質，如認為內容違反編輯政策，應指出違反的具體標準及其理由；
- 提供身份信息，除特殊情況外，不處理匿名投訴。
所有來信應保持禮貌，帶有冒犯性或侮辱性質的內容將不會收到回覆。
投訴處理方式
編輯類投訴
如投訴明確指出特定內容並涉及可能違反編輯標準，相關材料將提交至總經理評估。總經理將在適當情況下對相關內容展開調查，必要時可能聯繫投訴人補充信息。
一般情況下，若內容最後發佈已超過六週，投訴將不被受理。
受理後的投訴將依據其嚴重性和複雜性匹配相應資源，目標是在30天內給予回覆，複雜情況可能需更長時間。
評估將包括對涉事內容的審核、相關資料的審閱，並可能徵詢相關領域意見。調查結束後，將提供書面回覆，並在適用時說明所採取的補救措施。
無回覆情況說明
投訴處理資源會根據情況分配。在部分情況下，僅發送自動回覆確認收到信息，不再另行聯繫。
錯誤更正
盡最大努力確保內容準確，如發生錯誤，將依據編輯政策及時進行更正。
如希望修正內容，可直接聯繫編輯團隊。若對結果不滿意，可書面提交正式投訴。
個人信息收集
提交投訴時所提供的個人信息將用於調查和回應，不回覆匿名投訴。
相關信息可能轉交其他內部部門處理。
在特定情況下，平臺可公開投訴人身份及平臺回應內容。
如法律要求公開與投訴相關文件，涉及個人信息的內容可能會在披露前徵詢投訴人意見，必要時進行匿名化處理。
個人信息也可能提供給內部審查機構以協助處理投訴。
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.
