Member Reporting

Table of Contents

Submitting a Report

> What Information to Include

> What happens After You Report a Member?

Staff Addressing In-Person Conduct Violations

Working Together to Build a Stronger Community

At IMMERSE, we’re committed to fostering a welcoming and respectful environment for everyone. As members of this community, we all share the responsibility of upholding these values. If you witness behavior that doesn’t align with our Community Guidelines, reporting it helps us maintain a positive space for learning and connection.

Submitting a Report

To keep the process as simple as possible, please email us directly at support@immerse.com.

What Information to Include

When submitting a member report, please include the following information:

1. Member name

2. Member ID Number (located in the member's profile after clicking on their user name tile)

3. Location of incident

4. When the incident occurred

5. Who was present

6. What happened (detailed description of the incident)

7. How you or others were impacted

What Happens After You Report a Member?

Our team carefully reviews every report to ensure fair and thoughtful action. Here’s what happens when a report is submitted.

1. Review & Follow-Up

   • Our Customer Support (CS) Team reviews incoming reports and assesses each situation to determine the correct course of action:

     1. Review the member’s profile and open a case for tracking and documentation.

     2. Contact Member (warning) - If the situation does not require a suspension, we may reach out to the member with a reminder of our Community Guidelines and Terms of Service.

     3. Suspension - If suspension is necessary, we will contact the member via email and provide next steps.

2. Urgent Cases

   • In serious cases, such as a direct violation of our community guidelines, the CS Lead or a designated approver may take immediate action to suspend a member to maintain a smooth experience for both our community and staff.

   • The CS Team will follow up with the member to ensure a fair resolution.

Staff Addressing In-Person Conduct Violations

To keep IMMERSE a safe and welcoming space, we encourage our staff to report concerns and take appropriate action when needed. For all violations, we follow a progression of steps, ranging from a verbal warning to removal from the session, based on the severity of the incident.

All conduct is evaluated in accordance with our Community Guidelines and Terms of Use

Verbal Redirection or Cease Request

• Whenever possible, Guides will address concerns privately by moving the member in question to a private audio channel.

• If the behavior continues after the discussion and/or warning, members will kindly be informed that they will be removed from the session if it doesn’t stop

• When age is a concern, Guides will politely ask a user to confirm their age. If they confirm they are under 18, Guides explain our age policy, ask them to leave on their own, let them know we will follow up with more information about future offerings, and then remove them if they don't leave on their own

Session Removal

• If needed, members can be removed by staff in classes and public spaces like The Commons. Before removal, members are informed that our Customer Support team will follow up directly.

• Guides can deny follow up requests to join classes to limit disruptions.

• For cases that need extreme and immediate measures taken, Guides can remove and suspend someone in the same action.

Filing a Staff Report

• For all violations, Guides use a Staff Member Report Form to officially document the issue, regardless of severity. This helps us track undesirable platform behavior and prevent exploitation of our services.

• If the issue involves disruptive behavior, an underage user, or multiple accounts, the case will be escalated for review. Our team will assess the appropriate action and contact the member directly if account access is affected..

Issue Mitigation Steps

• Formal Warnings - If a member is suspended, they will receive a message from our CS team with an explanation and next steps. Suspended members must reply with confirmation that they will follow the guidelines in order for access to be reinstated.

• Repeat Violations - For members with repeated violations, IMMERSE applies a progressive enforcement policy. Continued infractions may result in escalating consequences, up to and including permanent removal from the platform. Our team reviews each case individually to ensure fair and consistent application of this policy.

Working Together to Build a Stronger Community

Creating a positive and inclusive space is a shared effort. By treating each other with respect and reporting concerns responsibly, we can ensure that IMMERSE remains a safe and welcoming place for everyone. Thank you for being a valued part of our community!💙

For further assistance, contact us at support@immerse.com.