Terms of Service

Please read the Feedback Commons (also referred to as “the Site”) Terms of Service and Privacy Policy completely. The Feedback Commons is owned and operated by Keystone Accountability, a registered UK charity. This Agreement documents the legally binding terms and conditions attached to the use of the Site at feedbackcommons.org, and details how we protect your privacy with respect to the data that you share on the site.

By using or accessing the Site in any way, viewing or browsing the Site, or adding your own content to the Site, you are agreeing to be bound by these Terms of Service.

Intellectual Property

The Site and all of its original content (not the content you add to it) belong to Keystone Accountability and are, as such, fully protected by the appropriate international copyright and other intellectual property rights laws.


Keystone Accountability reserves the right to terminate your access to the Site, without any advance notice.

Links to Other Websites

Our Site does contain a number of links to other websites and online resources that are not owned or controlled by Keystone Accountability. Keystone Accountability has no control over, and therefore cannot assume responsibility for, the content or general practices of any of these third party sites and/or services. Therefore, we strongly advise you to read the entire terms and conditions and privacy policy of any site that you visit as a result of following a link that is posted on our site.

Changes to This Agreement

Keystone Accountability reserves the right to modify these Terms of Service at any time. We do so by posting and drawing attention to the updated terms on the Site. Your decision to continue to visit and make use of the Site after such changes have been made constitutes your formal acceptance of the new Terms of Service.

Therefore, we ask that you check and review this Agreement for such changes on an occasional basis. Should you not agree to any provision of this Agreement or any changes we make to this Agreement, we ask and advise that you do not use or continue to access the Feedback Commons site immediately.

The Content You Share on the Site

Feedback data and other content that you share on the Site – written, graphic, film, electronic, magnetic tape, or otherwise – shall remain the sole property of your organization, except (i) where such rights are explicably relinquished by your organization in in writing, or (ii) where such rights are assigned to Keystone Accountability under this Agreement. Your organization furthermore retains the exclusive right to publish or disseminate in all languages reports arising from such materials. The rights provided for in this paragraph shall continue, notwithstanding the termination of this Agreement pursuant to paragraph 5 below or the execution of its other provisions.

By accepting this agreement, your organization assigns to Keystone the rights to utilize and resell the feedback data derived through the Project as long at that data is not attributed to your organization or its partners. For the avoidance of doubt, Keystone may utilize and resell benchmarks (or knowledge about trends) based on anonymized feedback data provided by your organization or its partners so long as such data is not attributed to your organization or its partners, as the case may be.

We Respect Your Privacy

We maintain the Site as a collaborative Internet-based service. The Site abides by the same privacy standards that you would expect your friends to follow. Just to be clear, we understand "Internet privacy" to mean…

  1. Content remains visible to other users except where otherwise explicitly stipulated. Standing exceptions – including but not limited to real names, passwords, email addresses, phone numbers, and other uniquely identifying information – are not public.
  2. If you, the author of some content, have shared something that you would later like us to remove, we will remove it upon your request.
  3. Sometimes personal information appears in a story, comment, or narrative. Just like the rest of the Internet, we do not pre-screen content but can remove it on a case-by-case basis upon request. We can only systematically protect content that is entered into fields where sensitive content is supposed to be contained. If you include your phone number in the text of a story, it will remain there, but if you enter it in a form where we ask for your phone number, it will be hidden.
  4. In the case of Feedback Data, if someone else has written something you don't like, even if they name you (or your organization) explicitly, we will not automatically remove it. You must make a compelling case and convince the author to request that.
  5. We don't sell or share your personal or organizational details beyond the Site or partners of the site who access it using our API. Nobody will contact you except in direct relationship with your activities on this Site. This may include email reminders to update relationships or requests to fill a feedback survey for a Pando map of which you are registered. You will always have the option to unsubscribe from these communications.
  6. Collaborative data: We store your content and use it as part of large anonymized benchmarking data sets that benefit you and others as a group.
  7. Collecting information from other people through a survey, listening project, or other tool that we provide or link to is a form of respectful listening. It does not confer to them the status of "research subject" and therefore gives them a different set of rights than those outlined under the Declaration of Helsinki or its national level equivalents. Respectful listening includes telling people why you are collecting information, sharing with them where and how they can access it online later, and giving them feedback when possible. We consider it unreasonable to preface every real-world conversation with a "consent form" (written or verbal). Since it is better to "exchange" than to "extract" knowledge, your privacy as a "consumer" of information is linked to your commitment to be a "respectful listener" in this spirit outside of this platform.
  8. We track onsite user behavior and store 'meta data' that informs how we improve the user experience on the site. For example, this 'meta data' includes how many people visited each page and the cities where they came from.


GDPR Compliance

The new European Commission General Data Protection Regulation

GDPR sets a high bar for global privacy rights and compliance. We've noted the core changes here.

  • Right to be forgotten: An individual may request that an organization delete all data on that individual without undue delay.

  • Right to object: An individual may prohibit certain data uses.

  • Right to rectification: Individuals may request that incomplete data be completed or that incorrect data be corrected.

  • Right of access: Individuals have the right to know what data about them is being processed and how.

  • Right of portability: Individuals may request that personal data held by one organization be transported to another.

Feedback Commons anonymizes survey data which eliminates personal data.

In compliance with GDPR, we have appointed Amy Jording as our Data Protection Officer.

For sensitive content

Any time people talk about important matters, there will be disagreements. We aim to make everyone happy, but won't censor the truth. And when the truth is unclear, we favor a dialogue between the author and the complainer. On the Internet people have the right to say what they wish and name other people in their opinions. If someone objects, we encourage them to approach the author directly. After discussion, if the author wants his story removed, and requests it himself, we will remove it.


Any complaints, feedback or queries relating to this framework can be directed to complaints@keystoneaccountability.org. All complaints are logged, and responded to within a reasonable timeframe (typically two to four weeks, at the longest). To ensure complaints are handled properly, we offer an alternative email address that goes directly to a Keystone board member, who has a duty to investigate if staff are handling the complaint properly. If you wish to escalate your complaint to the board, please request the email contact using the complaints email above.

Contact Us

If you have any questions about this Agreement, please feel free to contact us info@keystoneaccounability.org.