@faraday said in How To Treat Your Players Right:
I think that's a fair policy to have on your game. In absence of such a policy though, I would feel it a breach of trust if someone came to me in confidence and I violated that. It also makes it harder to actually get the person to cooperate in giving you details/logs/etc. if they feel they can't trust you.
What you described, though, is similar to a Vincent Vega request. And Mia Wallace responded perfectly:
No, no, no. You can't promise something like that. I have no idea what you're gonna ask me. So you can go ahead and ask me what you're going to ask me, and my natural response could be to get offended! Then, through no fault of my own, I would have broken my promise.
If a player makes a complaint and then asks that it would be confidential, that is a patently unfair request that I have no obligation to follow. Suppose, for example, that the complainant describes to you a method by which a staffer or player is cheating or gaming the system. You have a duty to the game to fix that problem, and that duty supersedes the complainant's request. I would say the same about any complaint about someone running other players off the game through a whisper campaign.
There is always an element of discretion -- most complaints aren't so dire -- but I think that any complainant who wants some level of confidentiality or non-action would make that request before informing me of a dumpster fire.
In my experience, you are more likely to receive legitimate, honest complaints than illegitimate complaints calculated to harass privately.