App Store annual report on P2B internal complaint-handling system

Reporting period: 13 July 2021 – 12 July 2022

• Total number of complaints filed: 64
• Types of complaints: the P2B complaints received by Apple related to decisions to restrict or suspend distribution of apps from the platform or terminate developer accounts
• Average time to process complaints submitted through the P2B complaint-handling system: 4.83 calendar days
• Aggregated information regarding the outcome of the complaints:
  • The original restriction, suspension, or termination action was upheld in 60 of 64 cases.
  • Three developer accounts were reinstated after termination:
    • One developer account was reinstated after the developer provided information to clarify a previously identified issue and demonstrated its app and account were in compliance with the Apple Developer Program License Agreement, including the App Review Guidelines.
    • Another developer account was reinstated after the developer fixed an identified issue and demonstrated its app and account were in compliance with the Apple Developer Program License Agreement, including the App Review Guidelines.
    • A third developer account was reinstated and its app restored after submission of a detailed and satisfactory improvement plan to address App Store Review Guideline violations. The App Review team worked with the developer to ensure ongoing compliance with the approved improvement plan.
  • One app was restored to the platform after removal:
    • The developer submitted a detailed and satisfactory improvement plan to address App Store Review Guideline violations. After the developer brought its app into full compliance, the app was restored to the platform.
  • In the remaining 60 cases, the app removals or developer terminations were upheld because of repeated App Store Review Guideline violations, failure to resolve intellectual property disputes, or fraudulent activities that put our customers at risk or disadvantaged other developers. Examples of such conduct include, but are not limited to, hiding impermissible app features, using bait-and-switch tactics, engaging in auto-renewal subscription scams, misleading and manipulating users, and submitting fraudulent customer reviews and ratings. This conduct exemplifies the type of ongoing threats and challenges faced by the App Store every day, and the actions we take to meet our commitment to keep the App Store a trustworthy ecosystem, a safe and enjoyable experience for users, and a great place for developers to offer their amazing apps.

Reporting period: 12 July 2020 – 12 July 2021

• Total number of complaints filed: 12
• Types of complaints: The P2B complaints received by Apple related to decisions to restrict, suspend, or remove apps and developers from the Apple App Store.
• Average time to process complaints submitted through the P2B complaint-handling system: 11.25 calendar days
• Aggregated information regarding the outcome of the complaints:
  • The original restriction, suspension, or termination action was upheld in 10 of 12 cases.
  • One app was restored to the App Store platform after the developer successfully resolved an Intellectual Property dispute with another third party developer.
  • In a second case, the developer was provided 2 months to resolve repeated App Review Guidelines violations, fraud complaints and consumer complaints regarding their app. After the developer brought its app into full compliance, the app was restored to the App Store.
  • In the remaining 10 cases, the developer terminations were upheld because of repeated App Review Guideline violations or fraudulent activities that put our customers at risk or disadvantaged other developers. This included conduct such as hiding impermissible app features, using bait-and-switch tactics, engaging in auto-renewal subscription scams, and submitting fraudulent customer reviews and ratings. This conduct exemplifies the type of ongoing threats and challenges faced by the App Store every day, and the actions we take to meet our commitment to keep the App Store a safe and trusted place for developers to make available to users their amazing apps.