# 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.
