Lately, we've been getting multiple complaints about the amount of time it takes to handle reports against players and admins under our community affairs section.
We've heard loud and clear. No member should have to wait days for a simple report to be handled. Therefor, we are taking the proper steps forward in order to make sure that staff handle these reports in a fast and reasonable time.
After conversation with the COO (
@Alex) and OCR (
@Zach), Staff who are able to handle reports (IAM and certain Supervisors) will be expected to handle them within 24 to 48 hours. Reports can be handled daily and with speed, as it has been before, and will continue to be as it should. Here is a new notice you can find under most of the report templates:
Expect most reports to be handled within 24 to 48 hours. Some reports may take longer to be handled depending on the severity and/or further needed investigation that may require more evidence. *This guideline does not apply to Cheating Reports
This guideline will be enforced to help continue our on going effort of raising standards within staff and allow our new users who aren't aware of our report system that their report will be handled in a proper amount of time.
Regards,
Human Resources Department and Community Management Department
