# 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.
