Trust & Safety / Community
| Agent action | T &S | Community |
| Scenarios | Rape/sexual assault Death Severe injury - Severe skin burns, rashes, allergy from beauty services, bleeding,[ambulance/hospital emergency requirement] AC/Appliances explosion, blast, gas leakage, fire or sparks coming out of the appliance, appliance giving electric shock, water giving shock (geyser cases). Short circuit while repair work/blackout at customer’s location Pro not leaving premises [if escalation has happened and pro is still at customer’s location] Physical altercation - Bodily harm, hitting, slapping, pushing, kicking, spitting, punching or any other form of physical assault between customer and partner Verbal altercation/abusive language [ONLY IF partner is still at customer’s location] If the partner has sent abusive/harassing messages to the customer and the customer shared proofs Fraud with customer, someone pretending to be UC to extract money Fake follow-up (delivered marked on app without visiting) - Pest Control Breathing issues, Health issues after pest control service Drunk partner Threat of violence Unannounced visit Rating Fraud - Partner rating himself through customer app or rating through fake customer account ID Underage helper/unregistered helper Blocked customer - For any reason | Pro absconding with parts/money (Has taken spare parts/money) Theft Agents create Community tickets and park escalation tickets. Community team will close both escalation and community ticket Note - Partner answers your call and mentions a timeline for resolution, still you need to create the community ticket |
| How to create ticket? | Create TNS ticket:- Step 1 - accessing ticket creation tool: In case a T&S escalation is received from Partner/ Customer, a ticket for the same needs to be created from (Ops-dashboard>>Trust and Safety >>Create ticket) Step 2- raising the correct ticket: Issue on behalf of customer: Select this in case customer has raised a concern for a particular request. Examples of issues include: Altercation, appliance damage, on-job injury, theft, sexual misconduct, frauds etc. Issue on behalf of provider: Select this in case partner has raised a concern for a particular request. Examples of issues include: Accident, altercation, on-job injury, frauds, sexual misconduct, frauds etc. Step 3 - filling issue details: User ID: In case issue on behalf of partner, then enter partner ID otherwise if issue is on behalf of customer then it will be customer ID. This is a mandatory field. Request ID: This is a mandatory field. Please ensure that this is filled Ticket-Type: This will be auto-selected. If the issue is on behalf of the provider then it will be a Px T&S Enquiry. If issue is on behalf of customer then it will be Cx T&S Enquiry Type of issue: Please select the most relevant issue type from the dropdown. This is to understand the nature of the case/ complaint being raised by you on this ticket(e.g- fraud, sexual misconduct, blast….) Notes: Include any notes if under the type of issue, relevant nature of case is not listed and you wish to provide additional information related to the escalation. Important: This is to ensure high priority/ critical cases are being highlighted to T&S for immediate action. After you have created the ticket as per the above step 1, 2, and 3. Please drop an email to trustsafety@urbancompany.com adding the details of the case and cockpit ticket ID reference number created by you for the case. For all critical escalations - Send an email within 5 mins of incident reporting time to trustsafety@urbancompany.com and CC relevant POD’s iE and UC stakeholders If there is any call recording that you want to share with the Trust & Safety team, then send the recording on an email to the address given above using the ticket number. | Steps to create community ticket - Step 1- Click on actions on request page Step 2- Click on create community ticket. Step 3 - Write a description and then click on submit. Include notes in description if under the type of issue, relevant nature of case is not listed and you wish to provide additional information related to the escalation. |
| Agent action | TAT for All critical Escalation tickets is 15 mins. Also you need to park your ticket for 24 hours after raising concern to T&S and 72 hrs after raising concern to Community | |