Trust & Safety

Moderation Policy & Escalation Process

This document sets out clearly how concerns are handled, how decisions are made, and what happens at each stage — so that every situation is dealt with fairly, consistently, and without favouritism.

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Every report is handled privately. Your identity is never shared with the person you report.

Report a concern

Core Principles of Moderation

  • All reports and concerns are treated confidentially — the identity of the person reporting is never shared with the person being reported.
  • Every member is treated fairly regardless of how long they have been a member, their role within their church, or their relationship with the moderation team.
  • Moderation decisions are based on evidence and conduct — not personality, reputation, or personal opinion.
  • The goal of moderation is restoration where possible and protection of the community where necessary.

The Reporting Process

When a concern is submitted through the platform:

Step 1 — Acknowledgement (within 48 hours)

  • You will receive a private acknowledgement confirming your report has been received and is being reviewed.
  • No details of the report are shared at this stage.

Step 2 — Review (within 5 working days)

  • The concern is reviewed privately.
  • If further information is needed, both parties may be contacted separately and discreetly.

Step 3 — Decision

  • A decision is reached based on the evidence available.
  • The decision falls into one of the categories outlined in the Escalation Process below.
  • Both parties are informed of the outcome privately — the outcome is never announced publicly on the platform.

The Escalation Process

PH Connect operates a three-stage escalation process. This ensures consistency and removes subjectivity from difficult decisions.

Stage 1 — Friendly Reminder

Used for: First-time minor concerns, misunderstandings, or unintentional breaches of the Code of Conduct.

  • The member receives a private, friendly message from the moderation team.
  • The message acknowledges that a concern has been raised and gently references the relevant part of the Code of Conduct.
  • No accusation is made — the tone is supportive and constructive.

Stage 2 — Formal Warning

Used for: Repeated concerns, deliberate breaches, or situations where a Stage 1 reminder has already been issued.

  • The member receives a formal private written warning.
  • The warning clearly identifies the behaviour of concern and references the relevant section of the Code of Conduct.
  • The member is informed that a further breach may result in suspension or permanent removal.
  • The member is given the opportunity to respond privately if they wish.

Stage 3 — Suspension or Permanent Removal

Used for: Serious breaches, repeated behaviour following a formal warning, or any conduct that poses a risk to the safety or integrity of the community.

  • The member's profile is made inactive immediately.
  • The member receives a private message explaining the reason for the decision.
  • Permanent removal means the member may not re-register on the platform.

Immediate removal without prior warning or escalation is applied in the following cases:

  • Fraudulent or deliberately false profiles
  • Any conduct involving illegal activity
  • Harassment, abuse, or threatening behaviour toward any member
  • Public naming or shaming of a member in connection with a PH Connect interaction