Frequently Asked Questions
How to Report a Concern
Snap provides a list of categories that you can choose from for your report. If you're not sure which category to choose, select the one you think best fits your concern and the investigator will review your selection.
Any Snap employee, member, contractor, or third party may use this helpline to report legal or ethical concerns with Snap or its team members, as permitted by local laws. If you are a Snapchat user and need tech or account support, please contact Snapchat Support. We will not reply to user or account concerns submitted through the helpline.
It is your preference and makes no difference whether you make your report through the website or by phone. The call center agents will follow the same steps for filing a report that you would go through on the website, and either way, your concern will be received confidentially, anonymously (if you choose), and routed to only specific individuals who are responsible for evaluating the information you provided.
What to Expect in the Reporting Process
If you witness or experience issues in the following areas, please reach out:
- Accounting / Audit Concerns
- Bribery and Kickbacks
- Employee Relations
- Intellectual Property
- Gifts and Entertainment
- Expense Reporting (Expense Reimbursement Scheme)
- Financial Concerns
- Code of Conduct Violation
- Compliance/Regulation Violations
- Conflict of Interest
- Disclosure or Misappropriation of Confidential Information
- Information Security
- Insider Trading
- Policy Violation
- Trade Compliance (Trade Violation)
- Vendor Concerns
- Workplace Violence
- Safety Concerns
- Environmental Issue
- Unfair Labor Practices
- Antitrust or Fair Trading
You can expect the following:
- Your concern is taken seriously.
- You are treated with dignity and respect.
- You are not required to identify yourself.
- Your communication is confidential.
- Your incident report will be received by Convercent and sent to the individuals deemed appropriate within your organization.
- Your organization handles all incident reports according to its internal investigatory procedures.
- You will not be retaliated against for good faith reporting.
Convercent is a third party that manages Snap's helpline. It allows employees to share concerns or incidents, with the option to remain anonymous, fostering an atmosphere where every voice is heard.
Your report is NOT automatically sent to law enforcement, only if Snap feels law enforcement should receive a copy or if the law requires it.
In all instances, every effort will be made to ensure that information relating to a reported incident is kept confidential and communicated on a need-to-know basis only and in accordance with local laws. Below are the different levels of anonymity you may select:
- Remain completely anonymous: You will not reveal your name or contact information. Your identity is completely protected on the report.
- Remain anonymous toward your organization: You are comfortable revealing your name and contact information to Convercent, but not to your organization. Convercent may contact you confidentially to gather additional information about the report yet will not reveal your identity at any time to your organization.
- Share my name and information: You choose to reveal your name and identity to both your organization and to Convercent. Your information will still remain confidential and communicated on a need-to-know basis.
All reports submitted are routed to only specific individuals within your organization and outside legal counsel who are responsible for reviewing and evaluating the specific category of information that you provided. Each of these recipients has vast experience in reviewing matters and conducting investigations in a thorough, impartial, and confidential manner.
When you speak up, the company has your back. Snap doesn't tolerate retaliation of any kind for concerns raised in good faith. Snap also doesn’t tolerate retaliation for refusing to do something that violates Snap's Code of Conduct, the law, or Snap’s policies, or for cooperating with an investigation. Anyone who does retaliate against a team member on those grounds faces disciplinary action, up to and including termination.
Following Up on a Concern
Once you submit your report, you will receive a report number and be able to create a personal password. Be sure to save both so you check the status and updates of the report after it's been submitted. You won't be able to change anything to your initial report, but you can add additional details using the private case message board that is automatically created with a report. Please note, you may need to log out of your Convercent single-sign on in order to access your report.