Shorter Complaints Policy
1. What You Can Report
1.1WT Publishing LTD ("we", "us") operates the Shorter website, mobile application and associated services (the "Platform"). This Complaints Policy explains how to report content on the Platform that you believe is unlawful, in breach of our Content Monitoring Policy, or in violation of your rights, and how we handle such reports.
1.2You can report, in particular:
(a)Minors and apparent minors. Any depiction of a person who is, or could reasonably be perceived as, under the age of eighteen (18).
(b)Non-consensual content. Any depiction of sexual activity presented as occurring without the clear consent of everyone involved.
(c)Real persons. Any content that appears to use the face, body, likeness or voice of a real person without their permission.
(d)Unlawful content. Any content you believe is illegal in your jurisdiction.
(e)Infringing content. Any content that infringes your copyright, trademark, privacy, publicity or other rights.
(f)Other policy breaches. Any other content that you believe breaches our Content Monitoring Policy.
2. How to Submit a Complaint
2.1Send your complaint by e-mail to support@shorter.tv. A link to this reporting channel is available on the Shorter website and in the app.
2.2To help us act quickly, please include:
(a)the title of the series and the episode, and, if possible, the time in the episode where the content appears;
(b)a description of what you are reporting and why you believe it is unlawful, in breach of our policies or in violation of your rights;
(c)if you are reporting a use of your likeness or an infringement of your rights, information that allows us to verify this; and
(d)optionally, your name and the e-mail address at which we can reach you. You can report anonymously, but then we cannot reply to you or tell you the outcome.
2.3If you are unsure whether something is covered by this policy, report it anyway. We would rather review a report that turns out to be unfounded than miss one that is not.
3. How We Handle Complaints
3.1Acknowledgement. We acknowledge every complaint within two (2) business days of receipt and pass it to our Content Compliance Officer for investigation.
3.2Priority complaints. Where a complaint alleges the depiction of a minor, non-consensual activity, or the use of a real person's likeness, the content concerned is suspended without delay, and in any case within twenty-four (24) hours of receipt, pending investigation.
3.3Resolution. We resolve all other complaints within five (5) business days of receipt.
3.4Outcome. Where a complaint is upheld, the content is permanently removed and the underlying cause is reviewed and remedied in our production process. We inform you of the outcome of your complaint.
3.5Records. We keep a record of every complaint, the decision taken and the date of each step.
4. Escalation
4.1Level 1 — Support. Your complaint is received at support@shorter.tv, logged and acknowledged.
4.2Level 2 — Content Compliance Officer. The Content Compliance Officer investigates the complaint and decides on the outcome. The Content Compliance Officer reports to senior management and is independent of our production and commercial teams.
4.3Level 3 — Senior management. If you are not satisfied with the outcome, reply to our decision with "Escalation" in the subject line and a short explanation. Your complaint is then reviewed by senior management, who respond within five (5) business days.
4.4Complaints about a possible criminal offence, including any depiction of a minor, are in addition reported to the competent authorities where the law requires or allows it. We cooperate fully with law enforcement authorities, card schemes, payment service providers and acquiring banks in relation to any complaint or investigation concerning content on the Platform.
5. Contact
5.1Complaints and questions about this policy: support@shorter.tv.