1. Purpose
To explain which channel to use and how complaints are handled for anyone who wants to complain about hangel, about content or an organisation on the platform, or to appeal a decision taken by hangel.
2. Scope
Individual users, volunteers, event participants, administrators of organisations (NGOs, clubs, brands) and the public. Reports of ethical breaches and misconduct are covered by the Whistleblowing Policy.
3. Principles
- Making a complaint is free and the complainant is not disadvantaged for doing so.
- The complainant's identity is not revealed to the person or organisation complained about.
- Every complaint is reviewed by a person; no automated system takes a final decision on its own.
- The reasons for a decision are explained on request.
- Appeals are reviewed by an authorised person who did not take the original decision (as far as the number of authorised people allows).
4. Roles and responsibilities
- Super-admins: decide on content reports and support requests.
- Board of Directors: takes the final decision on unresolved complaints and appeals.
- Organisation administrators: respond to complaints about their own activities (for example confirmation of volunteering hours).
5. How it works at hangel today
| Topic | Channel | How it is handled |
|---|---|---|
| Post, message, profile, event or listing | "Report" in the app | A super-admin reviews; the decision is "remove" or "acceptable". Child safety reports have the highest priority and the content is hidden until the review ends. |
| Account, event registration, certificate, volunteering hours, transfer | destek@hangel.org or hangel.org/contact | The support team replies, talking to the organisation concerned where needed. Contact form messages are recorded and the team is notified by e-mail. |
| Personal data | Settings → Privacy or kvkk@hangel.org | Answered within 30 days at the latest, as required by Article 13 of the KVKK. |
| Access barrier | info@hangel.org | Added to the list of known issues. |
| Security vulnerability | info@hangel.org | Receipt is acknowledged within 3 business days at the latest. |
| Rejection of an organisation's transparency document | Organisation panel | The rejection is notified to the organisation; when it uploads a new document, the review starts again. |
| Shopping: product, delivery, returns | The shop where the purchase was made | hangel is not the seller and refers you to the shop. For a donation contribution shown as "pending" or "not matched", write to destek@hangel.org. |
Appeals: anyone who wants to appeal a content decision or a support response writes to destek@hangel.org with the subject "Appeal"; the appeal is reviewed manually.
6. Not yet in place and our goals
- People whose content has been removed are not automatically told the decision and its reasons, and there is no in-app appeal button; our goal is to add both to the reporting flow.
- There is no written response time (service level) for support requests; our goal is to acknowledge receipt within 2 business days.
- We do not publish annual figures and outcomes for complaints and appeals.
- There is no tracking screen where users can follow the status of their support request.
7. How to raise a concern
General: destek@hangel.org · Personal data: kvkk@hangel.org · Accessibility and security: info@hangel.org · Content: "Report" in the app. If you are not satisfied with our answer on personal data, you can apply to Türkiye's Personal Data Protection Board.
8. Review
At least once a year.
9. Related documents
Content Moderation and Takedown Policy · Community Guidelines · Personal Data Protection Policy · Whistleblowing Policy · Donation and Affiliate Transparency Policy
Version actuelle de ce document : https://hangel.org/fr/policies/complaints-appeals