Abuse Reporting Policy

1. At a glance

• Anyone — recipients, businesses and authorities — can report SMS abuse sent through SMSGELY using our abuse reporting form.
• Never share an OTP, PIN or password with anyone, even if they claim to be from a bank, a mobile financial service, an operator or SMSGELY.
• Reports are confidential. Your details are visible only to authorised staff and are used to investigate your report.
• We review abuse reports and take appropriate action based on the circumstances, applicable requirements and available evidence.
• For fraud or other crimes, also contact the police. In an emergency, call 999.

2. What you can report

You can report any SMS sent through SMSGELY that you believe is abusive or unlawful, including:

• spam, or messages you keep receiving after asking the sender to stop;
• scams, fraud and phishing, such as messages asking for an OTP, PIN or password, or containing suspicious links;
• impersonation of a bank, mobile financial service, operator, government body or other organisation;
• threats, harassment or other offensive content;
• content that breaks our Prohibited Content Policy;
• unauthorized use of your brand or organisation name as a Sender ID.

3. How to submit a report

Use the form at /report-abuse. It asks for:

• your name, mobile number and email address;
• the Sender ID or number the message came from;
• the message content, and the date and time you received it;
• a screenshot of the message;
• a description of the problem;
• any other evidence files, if you have them (optional).

The form includes a CAPTCHA, and you must confirm that the information you provide is accurate.

If you give an email address, we will send you a reference number in the format AR-YYYY-XXXXXX. Please quote it if you contact us about the same report.

Some practical tips:

• A screenshot that shows the sender, the full message and the time is the most useful evidence.
• Do not click links in a suspicious message, and do not forward it to other people.
• Keep the original message on your phone until the matter is resolved.

4. Stay safe

• Never share an OTP, PIN or password with anyone, by SMS, phone call or any other means. Genuine banks, mobile financial services and SMSGELY will not ask you for them.
• If you think you have lost money or shared sensitive information, contact your bank or mobile financial service provider immediately.
• For fraud or other crimes, report the matter to law enforcement, such as your local police station, and keep all evidence.
• In an emergency, call 999 (Bangladesh national emergency service).

5. What happens after you report

We review abuse reports and take appropriate action based on the circumstances, applicable requirements and available evidence. We may contact you for more information.

The time a review takes depends on the case, and we cannot commit to a fixed response time.

For privacy and security reasons, we may not be able to tell you the outcome or the details of any action taken against the sender.

6. Actions we may take

Depending on the circumstances, we may:

• ask you or the sender for more information;
• identify the SMSGELY account that sent the message;
• add your number to that account's suppression list, so it cannot send you further messages through SMSGELY;
• warn, restrict, suspend or terminate the sending account, as described in the Account Suspension & Termination Policy;
• reject, suspend or revoke the Sender ID involved, as described in the Sender ID Policy;
• report the matter to SMS providers or authorities where required.

7. Confidentiality and your information

Reports are confidential and are never published. Your details are visible only to authorised SMSGELY staff and are used only to investigate your report and to take action on it.

We may share your information with SMS providers, regulators or law enforcement only where the law requires it or where it is necessary to deal with the abuse in line with applicable requirements.

The Privacy Policy explains how we store and retain personal data.

8. What SMSGELY can and cannot do

• We can only act on messages sent through SMSGELY. If a message was sent through another provider, contact your mobile operator.
• We cannot block numbers on your phone or on the mobile network. Your operator or your phone's settings can help with that.
• We cannot investigate crimes or recover lost money. For fraud or other crimes, contact law enforcement and keep your evidence.
• In an emergency, contact emergency services by calling 999.

9. False or malicious reports

Reports must be honest and made in good faith. Knowingly false, misleading or malicious reports — for example, reports intended to harm a competitor — are prohibited. We may ignore such reports and, where the person making them is an SMSGELY customer, take action on their account.

10. If a report concerns your account

If you are an SMSGELY customer and a report concerns messages sent from your account, we may contact you, ask for proof of consent or authorization, and take action under our policies. Do not try to work around a suppression added because of a complaint, for example by messaging the same number from another account or sender. Do not contact or pressure people you believe have reported you.

11. Important notice

SMSGELY provides messaging infrastructure and related technology services. Our customers remain responsible for their message content, recipient lists, recipient consent, sender identity and authorization, the legality of their campaigns, applicable marketing, telecom and data-protection obligations, and compliance with all applicable laws.

SMSGELY does not authorize any unlawful use of the platform. SMSGELY operates subject to applicable laws, regulations, telecom-provider requirements and contractual restrictions.

12. Changes and language

We may update this policy from time to time and will publish the updated version on this page with a new effective date.

This policy is available in English and Bangla. If the two versions conflict, the version designated by SMSGELY after legal review applies.

13. Contact

To report abuse, please use the abuse reporting form rather than general contact channels, so your report is tracked with a reference number. For other questions, visit our contact page. Requests from authorities are handled under our Legal Requests Policy.