Online safety and complaints

Who sees your report

Authorised AMM staff review reports privately. We do not routinely send your report or identity to the person you report or to other users. To investigate fairly or consider an appeal, we may share a limited summary of the concern. We share identifying details only where necessary and lawful, considering your safety first. Authorities may receive information where legally required or necessary to protect someone. We cannot promise absolute confidentiality. An appeal does not automatically entitle someone to your name or the original report.

Make a report

Reporting asks AMM to review the concern. Sending a report does not automatically block a person, stop messages, cancel appointments or close My care. Tell us if you need help stopping contact or changing practitioner. We will consider what protection is needed; do not wait for a report response if someone is in immediate danger.

Email support@foxtech.app with the subject “Online safety report”. You can copy this address into your email service if the link does not open. Tell us which page or service was involved, what concerned you and how we can reply. Do not send a private access link, counselling records or illegal images. We will arrange a secure follow-up if more detail is needed.

Tell us if you do not want replies or follow-up emails about your report. We can still consider it, but may be unable to ask you for more information or tell you the result. You can change this choice at any time.

Other care and contact choices

Declining an appointment offer tells your practitioner your response and does not authorise payment for that offer. It does not cancel other sessions or end ongoing care. Cancelling an eligible appointment affects that session, with its own payment rules. Leaving an optional form out does not stop care or essential notices.

Closing My care is a whole-account care action, not a block on one practitioner. It stops new client work and cancels eligible future sessions. Started sessions, history, privacy rights and payment follow-up may remain, and the care team may be notified for follow-up. None of these choices automatically deletes care records. Ask AMM for help with an individual contact concern before choosing to close all your care.

What happens next

We check the support inbox every business day. Our target is to acknowledge ordinary reports and review requests within two business days. We aim to give a reasoned decision within ten business days. These are operating targets, not statutory deadlines or guarantees.

AMM support will acknowledge your report, identify who is handling it and explain the next step and expected decision date, unless you asked us not to reply. If more time is needed, we will give you a revised date and reason before the expected decision date, unless you asked us not to reply. We consider the context and may restrict unsafe content or account access, ask for more information, refer a concern appropriately, or explain why no restriction is justified. Legitimate support requests, clinical questions and disclosures of distress are not automatically harmful content. We explain the outcome where we can without disclosing someone else’s private information.

We prioritise urgent suspected exploitation, threats or ongoing illegal exposure when discovered. These targets do not delay protective action when the facts justify it.

Ask for a review

You can complain if we did not act on your concern, did not follow our safety duties, or restricted content or your account unfairly. Email support@foxtech.app with the subject “Online safety review”, the earlier case reference if you have one, and why you disagree. We will reconsider the decision and explain the result. This does not affect your legal rights.