Community reports are reviewed within 24-48 hours by a moderator; content involving safety claims, harassment, or suspected illegal activity is escalated to a senior reviewer within 4 hours. First-time minor rule breaks get a warning; harassment, hate speech, doxxing, or fraud get an immediate removal and account action, ranging from a temporary suspension to a permanent ban depending on severity.
At a glance
| Tier | Examples | Standard response |
|---|---|---|
| Tier 1 — minor | Off-topic posts, mild rudeness, spam links | Warning + content removal, no account action |
| Tier 2 — moderate | Repeated rule breaks, unverified fraud claims about a business | Temporary suspension (7-30 days) |
| Tier 3 — severe | Harassment, hate speech, doxxing, threats | Immediate removal + permanent ban, may be reported to platform/authorities |
| Tier 4 — legal/safety escalation | Suspected fraud rings, child safety concerns, credible threats | Escalated to senior review within 4 hours; may involve law enforcement referral |
Who moderates and how reports enter the queue
Reports arrive through an in-content "report" flag, direct messages to moderators, or automated keyword/pattern flags for known abuse terms and spam link patterns. Every report is logged with a timestamp, reporter ID (kept confidential from the reported party), and the specific content in question before any action is taken.
Response time commitments
- Standard community reports (Tier 1-2): reviewed within 24-48 hours
- Safety, harassment, or fraud escalations (Tier 3-4): reviewed within 4 hours during business hours, next business morning otherwise
- Appeals of a moderation decision: reviewed within 5 business days
Escalation path
A first-line moderator can action Tier 1 and most Tier 2 cases directly using the published rule set. Anything involving a legal question (defamation claims, copyright disputes, suspected fraud with financial harm), a minor's safety, or a credible threat of violence is escalated immediately to a senior trust-and-safety reviewer, who may involve legal counsel or refer the matter to law enforcement or the relevant platform's safety team where required.
Escalation triggers that bypass the normal queue
- Any content suggesting a child is at risk — escalated immediately, no exceptions
- Credible threats of violence or self-harm — escalated immediately
- Suspected coordinated fraud (fake review rings, prize scams impersonating the brand) — escalated within 4 hours
- Legal notices (DMCA takedown requests, defamation claims) — routed to the legal/compliance queue, not handled by community moderators alone
What moderators can and cannot do unilaterally
First-line moderators can remove content, issue warnings, and apply temporary suspensions up to 30 days without additional sign-off. Permanent bans, account-data requests from external parties, and any action involving a legal notice require senior review and sign-off, which keeps individual moderator judgment from becoming the sole basis for a permanent decision.
Appeals
Any user who receives a warning, suspension, or ban can appeal once through a dedicated appeals form. Appeals are reviewed by a moderator who was not involved in the original decision, within 5 business days, and the outcome is communicated directly with a brief explanation of the reasoning.
This policy governs community content moderation only. It does not substitute for legal advice; suspected criminal activity, credible threats, or child-safety concerns are referred to appropriate authorities and are not resolved solely through internal community action.
Frequently asked questions
How long does it take for a reported comment to be reviewed?
Can I appeal a ban or suspension?
What happens if content involves a threat to a child's safety?
Do moderators need approval to issue a permanent ban?
Does this policy cover legal takedown notices like DMCA claims?
Sources & further reading
- Communications Decency Act, Section 230 (Cornell Law School)
- Meta Community Standards
- FTC business guidance on user reviews and disclosures
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