01
Principles
- Protect people, accounts, and data before debating fault.
- A complaint is an allegation, not a finding. Separate the allegation, available evidence, finding, and outcome.
- Hear affected people and use an impartial reviewer where practical.
- Choose the least disruptive response that reasonably protects the relationship and platform.
- Do not automate discipline, compensation, matching, or access decisions from a complaint, rating, or activity signal.
- Protect good-faith reporting and participation from retaliation.
02
How to report
Clients and teammates should contact hello@nextteammate.ai and include the affected relationship or workflow, what happened, when it happened, immediate risk, steps already taken, and safe supporting evidence. Do not send passwords, complete financial credentials, raw identity documents, or unnecessary sensitive personal data.
For an active credential, privacy, fraud, threat, harassment, or safety concern, stop the affected action when safe, preserve relevant evidence, restrict the smallest necessary access, and report promptly.
03
Four concern classes
- Coaching issue — an isolated late update, incomplete documentation, or correctable quality miss. Typical response: clarify, coach, and document the next commitment.
- Performance concern — repeated missed commitments, recurring quality problems, or failure to follow agreed review steps. Typical response: an improvement agreement, training, closer review, or reassignment.
- Serious conduct or security concern — unauthorized access, material confidentiality risk, falsification, harassment, or knowingly acting outside authority. Typical response: immediate protective restriction and formal review.
- Critical incident — theft, fraud, credible violence threat, deliberate data theft, intentional harmful impersonation, or serious unlawful conduct. Typical response: immediate containment and possible termination or legal or regulatory escalation.
04
Review steps
- Log the report and acknowledge receipt.
- Assess immediate safety, privacy, security, continuity, and evidence-preservation needs.
- Tell affected people the substance of the concern unless a temporary limitation is necessary to protect safety, privacy, confidentiality, or the review.
- Collect relevant records and invite a meaningful response.
- Check for reviewer conflicts and assign another reviewer where practical.
- Make a finding based on available reliable evidence and document what remains uncertain.
- Choose an outcome and explain the operational next steps to the people entitled to know.
05
Decision factors and outcomes
Reviewers consider actual or potential harm, intent or recklessness, recurrence after a clear expectation, prompt self-reporting, candor and cooperation, client or platform contribution, security and privacy implications, relevant substantiated history, and whether remediation is practical. There is no automatic three-strikes formula.
Possible outcomes include no finding, clarification, coaching, a recovery or improvement agreement, training, additional review, narrowed authority, workflow pause, access restriction, client reassignment, rematch, relationship closure, platform suspension, termination, and legally required reporting.
06
Reconsideration and records
An affected client or teammate may request reconsideration within 30 days by identifying the outcome, the claimed error, and any material new evidence. NextTeammate aims to use a different reviewer where practical and respond within 30 days. Temporary safeguards may remain while reconsideration is pending when reasonably necessary.
Concern records are role-restricted and retained only as reasonably necessary for service recovery, security, legal, financial, insurance, audit, and dispute needs. Clients see operational status, not a teammate’s private disciplinary file. Unsubstantiated allegations are not converted into hidden reputation scores.