This document establishes the public channel for copyright, unlawful-content and other legal complaints relating to material stored, transmitted or made available through LeStudio Services.
1. Scope and Limitations
1.1 Scope
This process applies to a complaint concerning content or conduct associated with a LeStudio Service where LeStudio is reasonably able to identify and assess the affected material or Account.
1.2 No Replacement for Formal Process
This process does not replace emergency services, law-enforcement reporting channels, court procedure, statutory notice requirements or any prescribed legal form.
1.3 No Admission or Determination
Receipt, acknowledgement or investigation of a complaint does not constitute an admission of liability or a determination that unlawful conduct, infringement or another breach has occurred.
2. Contact Channels
2.1 Legal Complaints
Content, copyright and legal complaints: legal@lestudio.co.nz
2.2 Security Vulnerabilities
Security vulnerabilities: security@lestudio.co.nz
2.3 Ordinary Support
Ordinary product support: support@lestudio.co.nz
3. Information Required to Assess a Complaint
3.1 Identification of Complainant
Where reasonably relevant, a complaint should identify the complainant and provide usable contact details.
3.2 Identification of Material
The complaint should provide sufficient information to identify the relevant material, such as a URL, file reference, Account, project, workspace or other identifier.
3.3 Nature of Complaint
The complaint should clearly state:
- the conduct or material complained of;
- the legal right or rule said to be affected;
- the action requested;
- supporting information reasonably necessary to assess the complaint.
3.4 Copyright Complaints
A copyright complaint should identify the copyright work and the material alleged to infringe that work with sufficient specificity for LeStudio reasonably to locate both the claim and affected material.
3.5 Data Minimisation
A complainant should not provide passwords, private keys, unnecessary personal information or other credentials.
4. Copyright and Intellectual-Property Complaints
4.1 User Ownership
LeStudio does not claim ownership of user content merely because the content is hosted, transmitted or processed through a Service.
4.2 Assessment
Where LeStudio receives a sufficiently detailed copyright or intellectual-property complaint, LeStudio may investigate the complaint and the affected material.
4.3 Interim or Final Measures
Subject to Applicable Law, LeStudio may:
- preserve relevant evidence;
- contact the affected user;
- temporarily restrict access;
- remove material;
- restore material where appropriate;
- take another proportionate step reasonably necessary to address the complaint.
4.4 Statutory Process
Where New Zealand law requires a particular notice, counter-notice, user-notification or other process, LeStudio will apply the process required by law.
5. Harmful, Prohibited or Unlawful Content
5.1 Acceptable Use Policy
The Acceptable Use Policy prohibits specified unlawful and harmful uses of the Services.
5.2 Available Response
Depending on the facts, a report may result in investigation, preservation, temporary restriction, user contact, removal, referral or another proportionate action.
5.3 Statutory Hosting Process
Where LeStudio seeks to rely on a statutory online-content-host process, protection or limitation of liability, LeStudio will follow the notice and response requirements applicable to that process.
6. Requests from Courts, Regulators and Authorities
6.1 Legal Process
LeStudio assesses requests from courts, regulators, law-enforcement agencies and other public authorities according to Applicable Law.
6.2 Formality
LeStudio may require a request to be made through an appropriate formal or legally valid process.
6.3 Preservation
LeStudio may preserve relevant information where lawfully required or reasonably necessary in anticipation of a valid legal process.
6.4 Confidentiality Restrictions
LeStudio may be unable to notify a user where notification is prohibited by law, valid order, security requirement or another lawful restriction.
7. Notice to an Affected User
7.1 General Approach
Where reasonably practicable, lawful and safe, LeStudio will provide an affected user with notice of a content restriction or legal complaint and a reasonable opportunity to respond.
7.2 Delay or Withholding
Notice may be delayed or withheld where required by law, safety, security, fraud prevention, preservation requirements or valid legal direction.
8. Urgent Risk to Life or Safety
8.1 Emergency Services
Where there is an immediate threat to life or safety, the appropriate emergency service or law-enforcement authority should be contacted first.
8.2 LeStudio Not an Emergency Service
LeStudio is not an emergency-response service.
8.3 Related Service Report
A person may also notify LeStudio where the urgent issue directly involves a LeStudio Service.
9. Abuse of Complaint Process
9.1 False or Abusive Complaints
A person must not knowingly submit a materially false, deceptive, harassing or abusive complaint.
9.2 Protective Measures
LeStudio may take reasonable and proportionate steps to protect users and systems against repeated misuse of the complaints process.
10. Privacy and Confidentiality
10.1 Personal Information
Personal information handled in connection with a complaint is subject to the LeStudio Privacy Statement and Applicable Law.
10.2 Disclosure to Affected Parties
Information may be disclosed to an affected user or another person where reasonably necessary to investigate or respond to the complaint and where legally permitted.
10.3 Sensitive Material
Where a complaint involves sensitive or restricted material, LeStudio may require a safer method of submission or may limit copying or redistribution.
11. Records and Retention
11.1 Case Records
LeStudio may retain records of a legal or content complaint where reasonably required for investigation, legal compliance, security, dispute management or evidence.
11.2 Legal Hold
A documented legal or regulatory hold may suspend ordinary deletion for records within scope of the hold.
12. Related Documents and Contact
12.1 Terms of Service
This process must be read together with the LeStudio Terms of Service.
12.2 Acceptable Use Policy
Use restrictions are set out in the Acceptable Use Policy.
12.3 Privacy Statement
Personal-information handling is described in the Privacy Statement.
12.4 Legal Contact
legal@lestudio.co.nz