DIREKT Safety and Incident Response

Incident classes

  • immediate physical danger;
  • identity/document exposure;
  • account takeover;
  • fraudulent provider;
  • threatening/harassing conduct;
  • unsafe field visit;
  • system breach;
  • large-scale misinformation/location error;
  • payment fraud.

User guidance

DIREKT is not an emergency service. Immediate danger messaging must direct users to appropriate local emergency/authority channels after legal/local review.

Internal response

  1. receive/alert;
  2. classify severity;
  3. protect people and preserve evidence;
  4. restrict affected account/profile/function;
  5. assign incident commander;
  6. investigate with least access;
  7. communicate approved updates;
  8. remediate and recover;
  9. legal/regulatory notification assessment;
  10. post-incident review.

Field safety

Check-in/out, assignment details, escalation, no forced entry, no handling of cash without authorization, and ability to abandon unsafe visit.

Privacy

Complaint allegations and incident evidence are restricted. Public status uses neutral policy wording unless legal review authorizes more detail.

Learning

Every severe incident produces root cause, control change, owner and due date.