DIREKT Dispute Resolution

Scope

Disputes may concern profile accuracy, enquiries, reviews, provider conduct, verification decisions or subscription processing. DIREKT is not automatically the contracting party for provider services.

Intake

  • authenticated ticket where possible;
  • category and severity;
  • linked provider/interaction/payment/check;
  • minimum evidence;
  • contact preference;
  • immediate-danger guidance.

Triage

  • emergency/immediate safety;
  • fraud/identity;
  • harassment;
  • service/payment disagreement;
  • review dispute;
  • verification appeal;
  • account/subscription.

Process

  1. acknowledge and set expectations;
  2. preserve relevant records;
  3. apply temporary restriction if needed;
  4. gather both sides where safe;
  5. evaluate against rules and scope;
  6. decide/remediate;
  7. communicate reason and appeal;
  8. close with audit and retention.

Limits

DIREKT must clearly explain when it cannot determine workmanship, damages or legal liability and direct parties to appropriate authorities/professional advice.

SLAs

Set at pilot based on severity. High-risk safety/fraud reports receive immediate triage; routine commercial disagreements have longer targets.

Fairness

No party buys priority in trust/safety outcome. Conflicts of interest are reassigned.