Trust & safety
Report a concern
Concerns about a provider are handled separately from the review system. A concern is a private, structured report to the Vianorr trust and safety team — it is not published, does not appear on the provider's profile, and triggers an independent investigation.
Urgent categories — include "URGENT" in your subject line
Unauthorised immigration advice, fraudulent document requests, harassment or intimidation, and minor-safety concerns are treated as urgent. Target acknowledgement for these is 1 business day.
What this form is for
Select the category that best describes your concern when you submit. Categories marked urgent receive faster processing.
Misleading affiliation
Provider claimed a relationship with an institution that was false or unverified on their Vianorr profile or during a consultation.
Undisclosed commission
Provider received institutional commissions not disclosed to you before or during the engagement.
Unauthorised immigration advice
UrgentProvider offered immigration or visa advice without holding a regulated RCIC credential or immigration lawyer status. This is illegal in Canada.
Fraudulent document request
UrgentProvider asked you to submit false, altered, or fabricated documents in an application.
Harassment or intimidation
UrgentProvider threatened, pressured, or made you feel unsafe during or after an engagement.
Pressure selling
Provider used artificial urgency, false scarcity ('last spot available'), or high-pressure tactics to push you into a booking or payment.
Privacy breach
Provider shared, sold, or otherwise misused your personal data.
Service not delivered
Provider accepted payment and did not deliver the agreed service, deliverables, or a refund within the stated terms.
Fee dispute
Provider charged an amount inconsistent with the disclosed fee schedule, or refused to honour stated cancellation terms.
Review manipulation
Provider asked you to submit a positive review in exchange for a discount, referral, or gift, or asked you not to leave a review at all.
Minor-safety concern
UrgentA concern about the safety or wellbeing of a minor student in the care of a K–12 education adviser.
Other serious conduct
Conduct not covered above that you believe constitutes a serious breach of professional standards.
What this is not for
Submitting a concern outside scope does not harm you — but the team will redirect you to the correct channel, which takes longer.
Disputes about school admission outcomes
Admission decisions are made by institutions. Vianorr cannot investigate or overturn an institution's admission decision.
Disagreements about advice quality where no misconduct occurred
If an adviser gave advice you disagreed with but did not misrepresent their qualifications, fabricate information, or violate their conduct declaration, this is a service quality concern — use the review system.
Requesting a refund directly
Vianorr does not process refunds. Refund disputes must be resolved with the provider under their stated cancellation terms. If the provider refuses to honour stated terms, that is a valid 'service not delivered' or 'fee dispute' concern.
Emergency situations
If you are in immediate danger, contact local emergency services. Vianorr cannot take emergency action.
How to submit
The structured concern form is under development. Until it is live, submit by email with the information below.
Email safety@vianorr.com with:
- →Subject line: the concern category (e.g. 'Fee dispute — [Provider name]'). Add URGENT if applicable.
- →The provider's name and their Vianorr profile URL
- →The date(s) the conduct occurred
- →A description of what happened — specific and factual
- →Any documentation you have: screenshots, receipts, email correspondence, booking confirmations
Confidentiality
Your name and contact details are not shared with the provider
Your submission is not published or shown publicly
The provider learns the category of concern and approximate timeframe — not your identity
If you are asked to provide additional information, that request comes from the trust and safety team — not from the provider
Vianorr does not act as a mediator between student and provider — concerns are investigated independently
What happens after you submit
Acknowledgement within 3 business days
You receive a confirmation that your concern has been received by the trust and safety team. If your concern is marked URGENT (immigration advice, fraud, harassment, or minor safety), the target is 1 business day.
Initial assessment within 10 business days
The trust and safety team reviews your submission and determines whether the concern falls within Vianorr's scope, requires additional information from you, or can be progressed immediately.
Provider is notified — not given your details
The provider is informed that a concern has been filed and given the opportunity to respond. Your name, contact information, and the specific wording of your submission are not shared. The provider learns the category of concern and approximate timeframe.
Investigation
The team reviews booking records, communications on the platform, and any documentation submitted. If the concern relates to an institutional affiliation claim, the relevant institution may be contacted to verify.
Outcome communicated to you
At the close of the investigation, you are informed of the outcome category: substantiated and actioned, unsubstantiated, or referred externally. The specific enforcement action taken on the provider's account is described but details of the provider's response are not disclosed.
Enforcement state updated on the provider's profile
If the concern is substantiated, the provider's public profile is updated with the appropriate enforcement state: Enhanced monitoring, Engagements paused, Restricted, Suspended, or Removed. Students who visit the profile can see the current state.