Fair Hearing Desk
No driver, rider or seller is penalised for complaints someone else caused.
The job
Puts a fair, evidence-based hearing by a person, including the partner's own account in their language, between complaint counts and any penalty. It moves complaints to whoever really caused them and keeps a record a labour regulator or court will accept.
The moment
A driver faces losing their account over nine complaints. The case first goes to a review desk that works like a small tribunal.
The desk removes six complaints caused by the app's wrong pickup pin and arrival time. In a hearing in the driver's own language, the driver explains that one tower's pin sends drivers to the back gate.
The reviewer overturns the penalty and the driver gets a message, in their language, explaining why they keep the account. The pin fix goes to the maps team.
The next week, "driver couldn't find me" complaints from that tower fall.
A fairness panel shows drivers who speak a second language used to win half as many appeals as native speakers. The monthly ledger adds one more driver cleared and $11,000.
What it does
- Open a hearing
- Call the partner in their language
- Rule with a written reason
- Tell the partner the outcome
- Update the penalty system
- Route the real root cause
What you see
Tribunal case desk with a recorded hearing in the partner's language, a fairness panel and a monthly Wrongly Blamed ledger
What it moves
Wrongly blamed partners cleared each month, days of rider income kept, the cost of hiring replacements avoided in dollars, complaints sent to their real owners, and the gap in appeal success between languages.
Built for
- Frontline staff
- Compliance, complaints & legal
- CX leaders & VoC
- Partners & ecosystem
