Mable has blocking and reporting features and an incidents and complaints process to protect your privacy and for your safety and wellbeing.
When to block, report or make a complaint
- Block someone when you don’t want to receive messages, video calls or agreement requests from them. You can unblock them at any time.
- Report someone when you want Mable to be aware of behaviour you think is inappropriate or unprofessional. We use your feedback to help keep the community safe. We may or may not contact you directly for more information, depending on the reason selected.
- Make a complaint when you want Mable to formally investigate and respond to an issue you’re having or have had with someone. If an incident has occurred, please contact 1300 73 65 73 or trustandsafety@mable.com.au or report the incident using our online incident form.
The option to block, unblock and report is in chat ‘info’ under Privacy and support.
Blocking
You can stop receiving messages, video calls, and agreement requests from someone by blocking them.
- Messages, video calls and new agreement requests sent by someone you’ve blocked will not be delivered to you.
- Someone who you’ve blocked can see that you’ve switched off messaging if they enter the conversation page, but we won’t contact them to tell them that they’ve been blocked.
- You can still report people you’ve blocked. And you can still be reported by people who’ve blocked you.
How to block someone
- In a conversation with this person, select the
- Select ‘Block’ and their name
- Optional: Tell us why you’re blocking this person so we can help improve the platform and keep users safe.
If you’re in an active agreement with this person, you may also want to terminate it.
How to unblock someone
- In a conversation with this person, select the
- Select ‘Unblock’ and their name or click the ‘Unblock’ button at the bottom of your conversation
- Optional: Tell us why you’re unblocking this person.
Reporting
You can report someone if you’ve experienced or are aware of behaviour you think is inappropriate or unprofessional. We use this feedback to help keep the community safe and may contact you directly for more information, depending on the reason selected.
How to report someone
- In a conversation with this person, select the
- Select ‘Report’ and their name
- Tell us why you’re reporting this person so we can help improve the platform and keep users safe.
After reporting someone, you’ll be asked if you want to make a complaint.
If you’re in an active agreement with this person, you may also want to terminate it.
If you haven’t already done so, you may wish to block this person.
How to make a complaint or report an incident
If you would like Mable to formally investigate and respond to an issue you’re having or have had with someone, you can:
If an incident has occurred, please report it to us as soon as possible:
Report an incident
Mable defines an incident as:
An act, omission, event, or circumstance that causes harm, or could reasonably be expected to cause harm, during or in connection with an arranged service between a client and support service provider.
