Complaints and appeals
Updated 4 October 2026 · Adelaide, South Australia · Adults 18+
You can raise a safety, privacy, billing or accessibility concern, complain that I Can Wait is not meeting an online safety code or standard, or ask us to reconsider a decision.
How to contact us
Email [email protected] with “Complaint” or “Appeal” in the subject. Include your account email, the decision or issue, an approximate date and what outcome you seek. Share only information relevant to the issue. Do not email identity documents, payment card details or illegal imagery.
To ask a person to look at a decision made by software, such as a refused photo, put “Review” in the subject and say which decision. The Privacy Policy lists those decisions and what a person can do about each.
Use the in-app Report control for a member’s conduct; it closes your chat with them, and a report of a threat or violence, intimate images shared or threatened without consent, someone who appears to be under 18, or sexual content involving a child also blocks contact straight away. Email is available if you cannot access your account. Immediate danger: call 000. We do not offer a 24-hour response service.
How a review works
We check the relevant records, may ask for clarification, and explain the outcome and any next steps as far as we can without exposing another person’s private information or compromising safety. Ask for a different reviewer if the complaint concerns the original reviewer. If another reviewer is unavailable, we will explain that limitation rather than call the review independent.
Our target is to acknowledge a complaint within two business days and provide an outcome or progress update within 30 days. These are service targets, not a guarantee of staffed emergency response. Urgent safety concerns take priority. Tell us if you need an accessible way to communicate.
External options
You do not have to give up statutory rights to use this process. You can take a privacy complaint further as our Privacy Policy explains. You can also seek guidance from eSafety about online abuse, or Consumer and Business Services South Australia about consumer matters. Each organisation has its own eligibility and complaint process.
If you complain that I Can Wait is not meeting an online safety code or standard, and we can't resolve it or you are unhappy with how we dealt with it, we will refer your complaint to the eSafety Commissioner and tell you we have. You can also go to eSafety directly: see eSafety's industry complaints process.