When considering a Trust and Safety Action, all available on-wiki abilities are open to being considered to conclude minimal disruption with maximal effect. The guiding principle for Trust and Safety Actions is to provide the most effective cover to the company and users with the least amount of action being required – that a total service ban should only be considered in the most extreme cases. Examples of actions available to Trust and Safety Responders include but are not limited to:
- Partial Service Bans (targeting specific services e.g., Phabricator),
- Ban on pre-defined rights/privileges,
- Standard administrative actions (blocks, deletions, protections).
CheckUser information and Server-stored logs may be accessed in response to one of the above actions being enacted to retrieve and retain identifying information such as IP addresses and User Agents. All information collected and retained will be done in accordance with the United Kingdom’s Data Protection Act 2018.
- Initial Investigation by a Responder to determine whether a potential violation exists.
- If a potential breach is not found, no further actions by a Responder will occur. It may be referred to a relevant community group, however.
- Responder will conduct a thorough investigation, following key investigatory points proposed by the Director of Trust and Safety and following this, will make a recommendation of action.
- The Responder will fill an Investigative Report form for the Director of Trust and Safety, who will then review the recommendations.
- If the recommendation is not supported, the Director of Trust and Safety will either recommend the Responder collect further evidence or recommend no further action is taken.
- If the recommendation is supported, the Responder will be tasked with enforcing the outcome.
- All Investigative Reports are reviewed and are requestable to be viewed by the Board of Directors or anyone duly authorised to view them by contacting the Director of Trust and Safety who is responsible for maintaining all records.
Trust and Safety actions are intentionally designed to be thorough and engaging multiple people to limit the severity of actions, the frequency of actions and to improve the confidence in all actions taken. However, the Trust and Safety team have established an appeals process for those occasions where things do not go quite right – in order to appeal a decision, the person directly involved must open an appeal based on one of the following grounds:
- The decision was wrong to be handled by the Trust and Safety team,
- The decisions concluded was based on incorrect information or based on the information available, there was no reasonable way to conclude any action taken would be appropriate,
- There is new information that changes the material circumstances of the case.
The important thing to note from the above is, appeals must be based factually on an improper process being carried out or an ineffective investigation – appeals will not be accepted based on grounds of emotional or personal feelings. Once an appeal is received, Trust and Safety will follow an appeal proforma based on the reason of appeal to establish whether to accept the appeal, and what changes (if any) need to be made following the original investigation.