Answer a violation case

When the platform records confirmed events on your structures, the authority gathers them in a case. A case does not apply anything by itself: a person of the authority takes each step, and you can answer a step in writing while the window for the answer is open. This guide shows where to find your cases and how to answer.

Related pages: Webhooks, which carry the event case.step, and Submit a creative for approval, which a suspension stops.

Before you start

• Compliance and cases is for an administrator of the operator organisation. You see only the cases of your own organisation.
• An answer is text, with up to 5 files if you want to add evidence.

Find your cases

Open Compliance and cases. The top of the page shows your compliance score for the past month: the score, its band (Green, Yellow, Orange or Red) and five parts, namely evidence coverage, integrity, match with expected volume, field checks and response to events. The score is computed once a month and published to you on the fifth working day. A score is not a sanction: it only makes the next step possible.

Below it is the list of cases with the case number, the structure, the rule family, the latest step and the status. Filter it by Open or Closed. A case marked New approvals suspended means that new submissions for the structure, or for all your structures, are not accepted until the authority lifts the suspension.

The rule families are Reporting, Data integrity, Content played, Bypass, Screen availability and Other.

Read a case

Open a case. The page shows:

• About the case: the family, the opening date and, when a window is open, You can answer until.
• Events of the case: each event with its rule, severity and state.
• Evidence: the events, evidence packs, inspections and monthly scores attached to the case.
• Steps taken: every step applied so far with the date and the reply date. For each step, Notice KK and Notice RU download the notice as a PDF.
• Operator answers: what you have already sent.

The steps follow one order: Notice, Prescription with a deadline, Deemed volume or surcharge, Suspension of new approvals, Cut-off of the player, Referral to the authorised body and Revocation of the device. The steps are taken by the authority, in order, each with its own evidence. A cut-off needs two people of the authority. While the ladder of steps is still a draft, the page says so: the references to the norms are being reviewed.

Know when you can answer

You answer the last step taken. The window opens when the first step is applied and closes on the reply date of the latest step. The reply date is counted in working days; the length depends on the step.

A closed case has no form either.

Send the answer

1. In Your answer, write the text, up to 4000 characters. An answer cannot be empty.
2. Under Files, choose up to 5 files, each no larger than 5 MB.
3. Choose Send the answer.

The text is saved first, then the files are uploaded one by one. If an upload fails, the text is already saved and shown under Operator answers; send the file again with a new answer. Only the author of an answer can add files to it. An answer cannot be edited or deleted, and it becomes part of the evidence of the case. Each file is stored with its SHA-256.

What an answer does

An answer does not lift a step, change a score or close the case. The authority reads it and decides: it can lift a suspension, restore a cut-off player and close the case. If a suspension is lifted, new submissions are accepted again.

If your system should react to each step, subscribe to the webhook event case.step. It tells you when a step is applied, when it is lifted and when the case is closed.

If it does not go through