Help Centre Disclosure Rules

Clear public information

Help content should be concise, accurate and understandable without requiring access to confidential internal documentation.

What support may explain

• how to use a public feature;
• what information a user needs to provide;
• privacy, consent and communication choices;
• account or service status information that the user is authorised to receive;
• how to contact support or submit a grievance.

What support should not disclose

Support must not disclose internal database structures, hidden identifiers, confidential matching methodology, internal prioritisation, proprietary scoring, security thresholds, anti-abuse thresholds or confidential operational procedures merely because a user asks for them.

Security questions

Support may require reasonable verification before discussing account-specific or personal information. Users should not be asked to disclose passwords or other secret authentication credentials through ordinary support communication.

Escalation

Where an issue involves a legal, privacy, security or regulated-service matter, it may be escalated to the appropriate Investor Setu function or external authority as applicable.