Great response Enkrateia, exactly what I'd like to see in this situation. I have experience of such matters & know that it's difficult, but essential, they are dealt with correctly & promptly.

As far as reporting back to the original "complainant" (contact, really) it would be best to inform them that you take the matter seriously & will deal with it, including contacting any external agencies you think necessary. Sometimes the current response we get is both impersonal & irrelevant. I'm not trying to offend, but you have clearly shown you understand how emotionally involved these situations are so will understand my concerns about no, or irrelevant, defacto responses in game.

Keep up the good work.