Contact, Complaints and Takedown

Making a complaint

Tell us what happened, what outcome you are seeking and the email address connected to your account. Do not email passwords, payment card details or unnecessary copies of private book pages.

We aim to acknowledge complaints within 5 business days and provide a response within 30 days. Complex matters may take longer, but we will keep you informed.

Privacy complaints

Use the subject line “Privacy complaint”. We may ask for information to confirm your identity. If an Australian privacy complaint remains unresolved, you may contact the Office of the Australian Information Commissioner.

Copyright or takedown requests

Use the subject line “Copyright report” and include:

• your name and contact details;
• the work or right you believe is affected;
• enough information for us to identify the relevant account or material;
• why you believe the use is not authorised; and
• a statement that your report is accurate and made in good faith.

Because projects are private, we may need to investigate without sending you a copy of another user’s material. We may temporarily restrict access while reviewing a credible report and may give the affected user a fair opportunity to respond.

Urgent safety concerns

If a matter involves immediate danger, contact emergency services first. For suspected child sexual abuse material, report it to the appropriate police or online-safety authority and notify us so we can preserve and restrict relevant records as required by law.