Complaint and Incident Response Policy

GoSplit · Effective Date: August 30, 2026 · Last Updated: August 30, 2026

This Complaint and Incident Response Policy outlines how GoSplit handles complaints, reports of safety incidents, disputes, and other concerns raised by drivers and passengers. We are committed to investigating complaints fairly, transparently, and promptly.

1. Our Commitment

GoSplit is committed to:

• Taking all complaints and incident reports seriously
• Investigating complaints fairly and impartially
• Protecting the safety and wellbeing of all users
• Maintaining confidentiality throughout the investigation process
• Providing timely updates on complaint status
• Taking appropriate corrective action based on findings
• Continuously improving our platform based on user feedback

2. Types of Complaints We Handle

2.1 Safety and Conduct Complaints

GoSplit investigates complaints involving:

• Unsafe driving behavior
• Harassment, discrimination, or abuse
• Sexual misconduct or inappropriate behavior
• Verbal or physical threats
• Violation of the GoSplit Terms and Conditions
• Violation of the Driver Safety Policy or Driver Code of Conduct
• Fraud or misrepresentation
• Damage to property
• Violation of applicable laws

2.2 Financial Disputes

We handle complaints concerning:

• Disagreement over ride contribution amount
• Unauthorized charges
• Refund requests
• In-app purchase disputes

2.3 Technical Issues

We investigate complaints about:

• App malfunctions or bugs
• Incorrect ride information or routing
• Lost or missing rides
• Rating or review errors

2.4 Service Quality

We address concerns regarding:

• Vehicle cleanliness or condition
• Driver professionalism
• Route or navigation issues
• Passenger conduct or behavior

3. How to Report a Complaint or Incident

3.1 Reporting Channels

You may report a complaint or incident through multiple channels:

3.2 What to Include in Your Report

To help us investigate effectively, please provide:

• Your full name and GoSplit account username
• Ride ID or transaction reference number (if applicable)
• Date and time of the incident
• Name and username of the other party involved
• Detailed description of what happened (objective facts, not opinions)
• What you were doing when the incident occurred
• Any witnesses or evidence (photos, screenshots, recordings if applicable)
• What resolution or outcome you are seeking
• Your preferred contact method and available times

3.3 Emergency Incidents

If you are experiencing a life-threatening emergency or imminent danger:

• First: Immediately call police at 15
• Then: Contact GoSplit after securing your safety

Do NOT wait to contact police if you are in danger. Your immediate safety is the priority.

4. Investigation Process

4.1 Complaint Intake (Day 1-3)

Upon receiving your complaint, GoSplit will:

• Acknowledge receipt of your complaint within 24 hours
• Assign a complaint reference number for tracking
• Conduct preliminary review of the complaint
• Assess severity and risk level
• Determine if immediate interim actions are needed (e.g., account suspension)
• Contact you to request additional information if needed

4.2 Investigation Phase (Day 4-21)

GoSplit's investigation team will:

• Collect and review all relevant evidence (chat records, ride data, ratings, reports)
• Interview relevant parties (complainant, respondent, witnesses)
• Review applicable policies and standards
• Determine factual findings
• Assess whether policy violations occurred
• Consider context and mitigating factors
• Maintain confidentiality and fairness throughout

4.3 Decision Phase (Day 22-30)

GoSplit will:

• Make a decision based on investigative findings
• Document the decision and supporting reasoning
• Determine appropriate corrective action (if any)
• Prepare formal decision letter

4.4 Notification Phase (Day 30-31)

You will be notified by:

• Email communication with investigation findings
• Clear explanation of decision and reasoning
• Information about any account actions taken
• Details about any corrective action required
• Information about appeal process (see Section 5)

5. Appeal Process

5.1 Right to Appeal

If you disagree with a decision made about your complaint, you have the right to appeal. Appeals must be submitted within 7 days of receiving the decision letter.

5.2 How to Appeal

To appeal a decision:

• Email your appeal to ride.gosplit@gmail.com within 7 days
• Include the decision reference number
• Clearly state why you believe the decision was unfair
• Provide any new evidence or information not previously considered
• Explain what outcome you believe is appropriate

5.3 Appeal Review

An independent review team will:

• Review the original investigation and decision
• Consider new information or evidence you provide
• Evaluate whether the decision was fair and well-reasoned
• Interview parties again if necessary
• Make a new decision (uphold, reverse, or modify original decision)
• Notify you of the appeal outcome within 14 days

5.4 Independent Mediation

In cases where both parties dispute the findings, GoSplit may offer independent mediation to:

• Help parties understand each other's perspectives
• Identify common ground and potential solutions
• Facilitate a resolution acceptable to both parties
• Work toward maintaining platform relationships where possible

Mediation is voluntary and either party may decline. If mediation does not resolve the dispute, the original decision remains in effect.

6. Investigation Conduct Standards

6.1 Fairness and Impartiality

GoSplit investigations are conducted with:

• Fair consideration of both parties' perspectives
• No presumption of guilt before evidence is reviewed
• Impartial investigation team with no conflicts of interest
• Decisions based on facts and evidence, not assumptions
• Respect for the dignity of all parties involved

6.2 Confidentiality

GoSplit maintains confidentiality by:

• Limiting investigation information to those who need to know
• Not sharing personal details with unrelated parties
• Protecting identity of witnesses where requested and appropriate
• Not discussing complaints on social media or publicly
• Not disclosing investigation details to the public

However, GoSplit may share necessary information with law enforcement when legally required, and may share appropriate findings with the respondent.

6.3 No Retaliation

GoSplit prohibits retaliation against anyone for:

• Filing a complaint in good faith
• Cooperating with an investigation
• Providing truthful information or evidence
• Appealing a decision

If you experience retaliation for reporting a complaint, immediately contact GoSplit at ride.gosplit@gmail.com.

7. Corrective Actions

7.1 Types of Actions

Based on investigation findings, GoSplit may take corrective actions including:

Action	Purpose	Duration
Warning Notice	Inform user of policy violation and expectations	N/A - recorded on account
Mandatory Training	Help user understand and comply with policies	Varies - must complete within 30 days
Temporary Suspension (24 hrs - 30 days)	Prevent continued violations; allow for rehabilitation	24 hours to 30 days
Verified Suspension (30-90 days)	Address serious violations; enforce compliance	30 to 90 days
Permanent Termination	Remove unsafe or repeat violators	Permanent
Refund/Compensation	Address financial harm from violations	One-time or as determined
Profile Update Required	Ensure accurate information after violations	Within 7 days

7.2 Factors in Determining Action

GoSplit considers the following when deciding appropriate corrective action:

• Severity of the violation
• Whether violation was intentional or unintentional
• Whether violation involved safety or financial issues
• User's account history and record
• Whether this is a first, second, or repeated violation
• Whether user cooperated with investigation
• Whether user has shown remorse or willingness to improve
• Impact on other users and the platform

7.3 Reinstatement After Suspension

If an account is suspended, reinstatement may be available if:

• Suspension period has ended (for temporary suspensions)
• User completes required training or remedial action
• User has agreed to comply with platform policies
• GoSplit is satisfied that violation risk is adequately mitigated

Users must request reinstatement by emailing ride.gosplit@gmail.com with details about steps taken to prevent future violations.

8. Special Procedures for Serious Incidents

8.1 Sexual Assault or Violence

Reports of sexual assault or violent crime will be:

• Immediately escalated to senior management
• Investigated with special care and sensitivity
• Referred to law enforcement if complainant wishes
• Result in immediate account suspension pending investigation
• Handled with confidentiality to protect complainant safety

If you experience sexual assault, violence, or serious crime:

• Call police immediately at 15
• Move to a safe location
• Preserve evidence if possible
• Contact GoSplit after securing your safety

8.2 Criminal Activity

If investigation reveals evidence of criminal activity, GoSplit will:

• Immediately terminate the user's account
• Preserve evidence and documentation
• Cooperate with law enforcement investigations
• Assist law enforcement authorities as legally required

8.3 Traffic Violations and Accidents

Reports of serious traffic violations or accidents will be:

• Reviewed against driver record and platform safety standards
• Investigated to determine GoSplit driver conduct violation
• Referred to relevant insurance company or authorities if needed
• Result in account suspension pending investigation outcome

9. Prohibited Complaint Conduct

GoSplit does not tolerate false, malicious, or abusive complaints. Users must not:

• File complaints known to be false or misleading
• File complaints as retaliation for poor ratings
• File multiple complaints about the same incident
• Use complaints as harassment or intimidation
• Make false accusations of criminal conduct
• File complaints on behalf of others without authorization

Users who abuse the complaint process may face account suspension or termination.

10. Limitations on GoSplit Liability

GoSplit's investigation and decision-making:

• Is based on information available during investigation
• Represents GoSplit's best judgment based on evidence
• May not align with external legal proceedings or police investigations
• Does not constitute legal advice or legal determination
• Does not prevent complainant from pursuing legal remedies
• Does not guarantee criminal charges or convictions

GoSplit's decision to investigate, suspend, or terminate accounts is at GoSplit's discretion and is not a guarantee of particular findings or outcomes in external legal proceedings.

11. Data Retention and Record Keeping

GoSplit maintains investigation records including:

• Complaint documentation and evidence
• Investigation notes and findings
• Decision letters and reasoning
• Appeal documentation if applicable
• Correspondence with involved parties

These records are kept confidential and retained for:

• Pattern analysis for repeat violations
• Account history review for future incidents
• Legal and regulatory compliance
• Quality assurance and investigation improvement

Records may be provided to law enforcement when legally required.

12. Continuous Improvement

GoSplit uses complaint and incident data to:

• Identify patterns of misconduct or platform issues
• Develop training and educational content
• Improve platform features and safety mechanisms
• Update policies and procedures
• Support platform user safety and quality

13. Contact and Support