At ZenPass, we are committed to maintaining the highest standards of safety, security, and professionalism for all wellness practitioners and clients. We believe that transparency and accountability are essential to protecting the wellbeing of everyone using our platform.
If you notice anything that seems unusual, unsafe, or not in line with our professional standards, it is important to report it immediately. This page will guide you through the steps of reporting a concern or suspicious activity effectively and confidentially.
Why Reporting Matters
By reporting concerns, you help us:
- Protect client safety and trust.
- Maintain the integrity of the wellness community.
- Respond quickly to potential risks or breaches.
- Comply with professional and legal obligations.
Your action could prevent harm to others and help us uphold the high standards that ZenPass is known for.
What Counts as a Concern or Suspicious Activity?
You should report any situation that could compromise the safety, security, or integrity of the ZenPass community. Examples include:
- Unprofessional behaviour during a session, either online or in person.
- Suspicious requests for personal or financial information outside of normal processes.
- Inappropriate, harmful, or abusive communication through the platform.
- Possible breaches of data protection laws or client confidentiality.
- Misuse of ZenPass services, such as impersonating another practitioner or client.
- Unauthorised marketing, spam, or solicitation.
If something feels wrong or raises a red flag, it is better to report it rather than ignore it.
How to Report a Concern or Suspicious Activity
We have made the reporting process as simple, quick, and confidential as possible.
1. Contact ZenPass Support
Send an email directly to our dedicated support team at:
Please use the subject line:
Reporting a Concern or Suspicious Activity
This helps us prioritise your report and route it to the right team member.
2. Provide Key Information
When reporting, please include as much detail as possible. Useful information includes:
- Your name and registered ZenPass email address.
- A clear description of the concern or incident.
- Names, profiles, or email addresses involved, if available.
- Screenshots, links, or other supporting evidence, if possible.
- The date, time, and method of communication (for example, video call, chat message, email).
The more information you provide, the faster and more accurately we can respond.
3. Stay Available for Follow-Up
In some cases, our team may need to contact you for additional details or clarification.
We appreciate your cooperation in helping us investigate thoroughly and fairly.
Rest assured, all information shared during the investigation will be handled with strict confidentiality.
What Happens After You Report?
We treat every concern with the seriousness it deserves.
Once your report is received, the following steps occur:
- Acknowledgement: You will receive a confirmation email within 24 hours that your report has been logged.
- Review: Our compliance and security team will review the details and assess any immediate risks.
- Investigation: If necessary, we will conduct a full internal investigation which may involve contacting the other party.
- Action: Depending on the outcome, actions may include warnings, account suspension, account termination, or escalation to external authorities if required.
Throughout the process, we prioritise fairness, confidentiality, and protecting the wellbeing of the ZenPass community.
Important Points to Remember
- Confidentiality: Your identity and the details of your report are kept confidential within the investigation team.
- Good Faith Reporting: We encourage genuine reporting. Malicious, false, or frivolous reports may result in action being taken against the reporter.
- Safety First: If you believe you are in immediate danger or that a criminal offence has occurred, contact the appropriate local authorities first and then inform us.
Your safety and the safety of the entire community is our highest priority.
Frequently Asked Questions
- Can I report anonymously?
We strongly encourage named reports so that we can gather additional information if needed. However, if you wish to remain anonymous, please state this clearly in your email.
- Will the person I report be informed that I reported them?
We handle reports discreetly. While the other party may be notified that an investigation is taking place, your identity will not be disclosed without your permission, unless legally required.
- How quickly will you act on my report?
We aim to review and begin action on all reports within 48 hours. In urgent cases, we act immediately to protect the safety of our users.
Final Thoughts
Your voice helps us keep ZenPass a safe, trustworthy environment for wellness practitioners and their clients.
Reporting a concern or suspicious activity is a responsible, courageous action that protects not just yourself, but the wider community as well.
👉 If you see something concerning, please email contact@zen-pass.com immediately.
Together, we can uphold the highest standards of care, trust, and professionalism in wellness.
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