Terms of Service

Purpose of the service

HAMI / ICRA provides a controlled way for consumers to submit complaints about sellers or businesses. ICRA may record the complaint, assess it, ask follow-up questions, and, where appropriate, contact the seller through an approved workflow.

ICRA is currently available only as an invitation-only pilot with a limited number of places. Access may be paused, limited, or ended at any time.

Submitting a complaint

Submitting a complaint does not guarantee that ICRA will accept it, mediate, reach a resolution, obtain a seller response, publish anything, arrange a refund or other compensation, or produce a legal outcome.

Acceptable use

Submissions must be truthful and lawful to the best of the submitter's knowledge. You must not use ICRA to make threats, harass anyone, impersonate another person, send spam, send malware, or provide content you have no right to share.

How ICRA may handle submissions

ICRA may reject, restrict, redact, or remove submissions for safety, privacy, evidentiary, legal, or operational reasons. ICRA may also pause or limit intake while the service is operating as a closed, controlled test.

Not legal advice

ICRA is not a law firm and does not provide legal advice. Using the service does not create a lawyer-client relationship.

Seller contact and publication

If a complaint is accepted into the controlled handling process, ICRA may contact the seller only through the approved staff workflow. Seller contact is not automatic and is not guaranteed. Where contact proceeds, the seller receives a limited case summary and a secure way to respond. ICRA does not share the consumer's contact details with the seller as part of that workflow. Evidence remains private by default.

Publication of a public case summary is separate from ordinary complaint handling. It is not automatic, is not guaranteed, and requires staff proposal plus human approval. Publication is currently switched off for this controlled service.

Related policies

The Privacy Policy and data deletion page explain how ICRA handles personal information and deletion requests. Those pages form part of how this service is described to the public.