Complaints and Reporting

What you can report

Content that breaks our rules

Explicit photography is permitted on U Up, behind an age check. So the thing to report is not that a photograph is explicit. It is that explicit material is visible without the age check, or that a photograph breaks a rule that applies in either layer.

• Explicit material shown to someone who has not verified their age, meaning the age gate has failed.
• Anyone other than the provider in the image, including a person in the background, a reflection, or someone only partly visible.
• Anyone who appears to be under 18.
• Non-consensual imagery, violence, or content promoting self-harm.
• Anything else that should not be there.

The rules themselves are set out in the Content Standards.

Our own compliance

If you believe U Up is not meeting its obligations under the Australian Age-Restricted Material Code, tell us. You do not need to know which rule applies. Describe what concerns you.

Conduct on a booking

Conduct during a booking is handled through the booking report flow inside the product, which is separate from this process.

How to report

Report by email to [email protected]. If the matter is urgent and serious, put URGENT in the subject line.

You do not need an account to make a report, and you do not need to be signed in.

What happens next

• We confirm we received it. Immediately.
• A person reviews it. Every report is looked at by a human, except where it is plainly not made in good faith.
• We act if needed. Content that breaches the standards is removed. Serious matters trigger suspension pending review.
• We tell you the outcome.

How long it takes

Anything suggesting a person under 18

Acknowledged immediately. The content is removed on sight, before any investigation begins.

Other content breaches

Acknowledged within 1 business day. Outcome within 5 business days.

Complaints about our compliance

Acknowledged within 2 business days. Outcome within 10 business days.

Complex cases needing more information

We tell you it will take longer, and why.

We do not leave a report unanswered. If we cannot resolve something quickly, you are told that rather than left waiting.

If you are not satisfied

Tell us. A complaint about how we handled your report is itself a complaint we must investigate.

You may also contact the eSafety Commissioner directly, at any time. You do not need our permission, and you do not need to come to us first.

• esafety.gov.au

Every report is investigated

Every report is investigated except where it is frivolous, vexatious, or plainly not made in good faith.

That exception is narrow. A report is not frivolous merely because it turns out to be wrong, or because the person making it is annoyed. Where the exception is used, the reason is recorded.

How we prioritise

Every report is triaged within one business day.

Immediate

Any suggestion of a person under 18, child sexual exploitation material, or non-consensual imagery. The content is removed before it is investigated, the account is suspended, the matter is escalated to the founder, and it is reported to the authorities where required.

Same day

Explicit material publicly visible, or the age gate not working. The content is removed or hidden, and we fix the cause rather than only the instance.

Within 5 business days

Other breaches of the Content Standards. Reviewed against the standards, with the graduated enforcement ladder applied.

Within 10 business days

A complaint about our compliance with the Code. The founder reviews it, and the decision and the reasoning are recorded.

What we record

For every report we record:

• What was reported, and by whom, or that it was made anonymously.
• When it arrived, when it was actioned, and when the outcome was sent.
• What decision was made, and why.
• What was done to the content and to the account.

Records are kept for two years.

What we do with what we learn

Complaints are not only cases to close. They are evidence of whether our controls are working.

Each quarter the founder reviews:

• How many reports concerned age-restricted material reaching someone who should not have seen it.
• Whether any pattern points at a failure of the age gate rather than a one-off.
• Whether the Content Standards need to change.
• Whether the findings of our risk assessment still hold.

A report showing that a child reached age-restricted material is treated as a trigger for a fresh risk assessment, not merely as a moderation task.

The eSafety Commissioner

The eSafety Commissioner is Australia's independent regulator for online safety. It oversees the Age-Restricted Material Code that governs how services like U Up handle material that is not suitable for children.

You can complain to the Commissioner about U Up directly, at any time, without contacting us first and without our permission. Its website is esafety.gov.au.

On request, U Up provides the Commissioner with its assigned risk profile and the reasons for it.

Where the Commissioner writes to U Up, we answer promptly. That responsibility sits with the founder and is not delegated.

Contact us

To report content, to complain about how a report was handled, or to raise a concern about U Up's compliance with the Age-Restricted Material Code, contact our safety team. Put URGENT in the subject line if the matter is serious.