Emergency and Incident Reporting Policy
Purpose
This Emergency and Incident Reporting Policy (“Policy”) establishes the procedures for Care Seekers to report emergencies or incidents occurring during or after service appointments arranged through the Carelancer platform (“Platform”). Carelancer is committed to ensuring the safety, professionalism, and accountability of all users by facilitating the prompt and effective handling of emergency and incident reports, in full compliance with applicable laws.
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Scope
This Policy applies to all Care Seekers using the Platform to report emergencies or incidents, including but not limited to medical crises, harassment, theft, abuse, or other safety and service-related concerns.
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Policy Guidelines
Medical Emergencies
Scenarios: Severe allergic reactions, chest pain, falls, or other situations requiring immediate medical attention.
What to Do in a Medical Emergency:
1. Call 911 Immediately – If someone’s health or safety is at risk, seek emergency medical help. Care Seekers should contact emergency services directly and report any incidents to Carelancer Support as soon as possible. Carelancer is not responsible for managing emergencies but will document and review reported incidents to ensure platform safety.
2. Report to Carelancer Support – Once the emergency has been managed, email [email protected] with:
o A brief description of what happened
o Date, time, and location
o Supporting evidence (if applicable)
All personal or medical information will be handled in accordance with PIPEDA and Carelancer’s Privacy Policy.
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Lost or Missing Items
Scenarios: Missing personal belongings following an appointment.
What to Do:
1. Contact the Care Provider First – If you notice a missing item, communicate with the Care Provider to check if the item was misplaced or left behind. Many cases are resolved through direct communication.
2. File a Police Report – If the issue remains unresolved and you suspect theft, report it to your local law enforcement agency and obtain a copy of the police report or reference number.
3. Gather Evidence – Provide supporting proof, such as surveillance footage, witness statements, or other documentation.
4. Report to Carelancer Support – Notify Carelancer Support by emailing [email protected] with the following details:
o A description of the stolen items
o The circumstances surrounding the theft (date, time, location, and relevant details)
o A copy of the police report or reference number
o Any additional supporting evidence
Carelancer Review:
· Carelancer will log and review all theft reports based on submitted evidence.
· If proof is sufficient, Carelancer may investigate user account(s) involved.
· If warranted, actions may include issuing warnings, suspending accounts, or permanently removing users in accordance with the Platform’s Terms of Service.
· If proof is insufficient, Carelancer may be unable to take enforcement action.
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Allegations of Abuse or Neglect
Scenarios: Verbal abuse, physical mistreatment, inadequate care, or other forms of neglect.
What to Do:
· Call 911 if Necessary – If the situation is ongoing, poses an immediate risk, or involves imminent harm, contact emergency services.
· Report to Relevant Authorities – If the incident involves a regulated professional, file a complaint with the appropriate licensing or governing body. · Report to Carelancer Support – Email [email protected] with:
o A description of the alleged abuse or neglect.
o Date, time, and location of the incident.
o Names of individuals involved.
o Any supporting evidence (e.g., photos, messages, witness accounts).
What Happens Next:
· Logging and Documentation – Carelancer Support will document your report and retain a record for accountability.
· Investigation and Action – Carelancer will review the report, investigate, and take appropriate action, which may include account suspension, termination, or referral to authorities if required by law.
· Expected Response Time: Carelancer will acknowledge reports within X business days and aims to resolve investigations within Y-Z business days, depending on complexity.
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Other Concerns or Incidents
Scenarios: General disputes, service quality concerns, or non-urgent safety issues.
What to Do: · Contact Carelancer Support – Report your concern via [email protected] with:
o A description of the issue.
o Date, time, and location of the incident.
o Supporting evidence (e.g., screenshots, photos, communications).
What Happens Next:
· Logging and Review – Carelancer Support will document and review your report.
· Investigation – Carelancer may contact involved parties to gather additional details.
· Action Taken – Based on findings, Carelancer may issue warnings, suspend accounts, or permanently remove users violating the Platform’s policies.
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Important Notes
· Emergency Services and Authorities – Carelancer is not a substitute for emergency services, law enforcement, or regulatory bodies. If you require urgent assistance, contact the relevant authorities (e.g., 911) immediately.
· Timeliness – Promptly reporting incidents improves response and resolution. Users should report concerns as soon as possible.
· False or Malicious Reports – Carelancer will assess reports for accuracy before taking action. If a report is determined to be false, exaggerated, or malicious, progressive enforcement actions may apply:
o First Offense: Formal warning.
o Second Offense: Temporary suspension.
o Repeated or Severe Violations: Permanent account removal.
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Policy Updates
This Policy will be reviewed periodically to ensure compliance with changes in legal requirements, industry standards, and platform best practices. Updates to this Policy will be communicated to users via the Carelancer platform and by email.
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Need Help?
If you have questions or need support, our team is here to help: · Email: [email protected].