Report a concern
For content, suspected underage access or online safety compliance, email [email protected]. Put URGENT in the subject if the matter is serious. Signed-in users can also use the Report button on a listing or photograph, including the urgent “may be under 18” path.
For a booking, fee, refund, privacy or general service complaint, email [email protected]. Conduct during a booking can be reported through the booking report in the app; use the safety email if that route is unavailable or the concern is urgent.
If someone is in immediate danger, call 000. You do not need U Up's permission to contact an authority.
What can be reported
Provider photographs must be assessed within R18+ or lower, show the verified provider alone and be approved before publication. Nudity, clearly simulated sexual activity and fetish themes are assessed in context. Nudity alone is not a breach; actual sexual activity, X18+, Refused Classification and uncertain content are outside our permitted boundary.
Please report:
- Provider photographs or service information reaching someone who has not passed age verification, including an age-gate failure.
- Actual sexual activity or any other content exceeding our permitted boundary.
- Another person in a provider photograph, including a reflection, background or partly visible person.
- A person who may be under 18, or an adult portrayed as a minor in sexualised material.
- Non-consensual imagery, sexual exploitation, threats, violence, terrorist advocacy or material promoting self-harm.
- Misleading or unsafe conduct, or anything else that breaches our Content Standards or Community Guidelines.
- A concern about U Up's own reporting process, safeguards or online safety compliance.
You do not need to know which legal provision applies. Describe what concerns you.
Information to provide and confidentiality
Tell us the page, listing, photograph or booking reference, what happened, when you noticed it and why it is concerning. Include the outcome you seek for a complaint. You may report anonymously, although without a contact route we may not be able to ask questions or send an outcome.
Do not download, attach or forward suspected child sexual abuse material. Give its location and a description instead. Do not send passwords, verification codes or unnecessary private details.
We do not disclose a reporter's identity to other users. Only people who need the information to handle the matter have access, subject to lawful disclosure requirements and the Privacy Policy.
How we respond
- We acknowledge receipt and assess urgency.
- A person reviews the report and relevant information. Where necessary, we restrict content or an account before completing the investigation.
- We record what we decided, why and what we did. Content that breaches our rules is removed; serious matters can result in suspension or account closure under our Terms.
- We tell the reporter the outcome when we have a contact route, without disclosing another person's confidential information or compromising an investigation.
Every report is investigated except where it is frivolous, vexatious or plainly not made in good faith. This exception is narrow: a report is not dismissed merely because it proves incorrect or the reporter is upset. We record the reason for using the exception. Any credible safety information still receives appropriate action.
Urgency and response times
| Matter | Response |
|---|---|
| Suspected underage person or child sexual abuse material | Restrict/remove the content on detection before investigation, escalate to a director and take required reporting action. |
| Non-consensual imagery or serious immediate safety concern | Remove non-consensual imagery from user access as soon as we see it, before investigation; apply protective restrictions and escalate serious safety concerns to the directors. |
| Adult content visible without age verification | Restrict the exposed content/access promptly and investigate the cause, including other affected content. |
| Urgent report | Safety email is acknowledged automatically and checked daily, including weekends. Directors receive escalation; a review response is provided within 24 hours. Earlier required action is not delayed. |
| Other content report | Acknowledgement within one business day; outcome within five business days. |
| Complaint, including about our compliance or report handling | Acknowledgement within two business days; written outcome within ten business days. |
| Complex matter | We explain why more time is needed and when to expect the next response. |
We assess the urgency of routine reports within one business day. Urgent concerns receive priority and are not held to that routine timetable. Unresolved urgent reports remain under director oversight. These response targets are not waiting periods for required restriction, removal or reporting.
General support hours are Monday–Friday, 9 am–5 pm AEST, Brisbane time. Business days exclude public holidays; urgent safety duties continue outside office hours.
Complaints about our decisions
You can complain about a report outcome, the way we handled it, our compliance, a booking, a fee, a refund or your privacy. Explain the decision you disagree with, why and any information not previously considered. Online safety compliance complaints are reviewed by a director, with reasons recorded.
If the complaint concerns a director's own decision, the other director reviews it. Where a conflict remains, we arrange an appropriately independent reviewer. We record the review and its reasons.
Fee and booking disputes also follow the review routes in our Refunds and Cancellations. Internal review does not remove access to banks, authorities or courts, or limit your rights under the Australian Consumer Law.
Independent authorities
Each authority has its own jurisdiction and reporting requirements. You do not need our permission to approach one.
- Online safety: use the eSafety reporting guide to find the relevant route for illegal or harmful content, image-based abuse, cyberbullying or adult cyber abuse. Some routes require a report to the service first. For a concern about a service's compliance, use the separate Online Safety Codes and Standards complaint route. Follow the requirements for the particular complaint.
- Privacy: the Office of the Australian Information Commissioner generally asks you to complain to the organisation first. You can approach OAIC if dissatisfied with our response or if we have not responded within 30 days. Its jurisdiction and complaint requirements apply. Phone 1300 363 992.
- Consumer matters: contact your state's fair trading body, including Queensland Office of Fair Trading, NSW Fair Trading or Consumer Affairs Victoria. The ACCC accepts reports about consumer issues but does not resolve individual disputes.
- Crime or danger: contact police. Call 000 for an emergency; for non-urgent matters use the Police Assistance Line, 131 444.
eSafety and our responsibilities
The eSafety Commissioner is Australia's independent online safety regulator. Our Online Safety page explains our approved risk assessments and safeguards. We supply our risk profile and reasons when required and assess regulatory requests and deadlines under the applicable requirements. Directors oversee that response.
Our assessments are company assessments, not regulator approval of the service. A complaint can identify a control failure even where its content or account was otherwise approved.
Records and improvements
We record what was reported, its source or anonymous status, receipt and action times, the decision and reasons, content/account action and any outcome communicated. Reports and safety records are kept for two years after the end of the calendar year in which the matter finally closes. Online safety compliance-action records also meet the minimum of two years after the end of the calendar year of the action. The later applicable date controls: a matter finally closed in 2026 is retained through at least 31 December 2028, and a relevant later compliance action can extend that date. Applicable lawful preservation requirements can also require longer retention.
Directors review patterns in reports, failures of age restrictions, staffing and whether safeguards are working at least quarterly. A report of a child accessing adult material triggers investigation of the access failure and review of the risk assessment and safeguards; reassessment and notifications follow the applicable change and risk requirements. We address the underlying problem as well as the individual item.
Contact
U Up Pty Ltd · ABN 27 699 494 525 · ACN 699 494 525 · Australia