Ratings and Reviews Policy
Trustworthiness and authenticity are key in Supp’s community, and that’s why we have the Reputation System. Star Ratings, Written Reviews, Completion Rate for Workers, and Karma Points are how we measure reputation. Compliance with our Policy keeps the system honest for everyone and ensures individual success.
Our Ratings and Reviews prioritise real-world feedback that Workers and Businesses provide each other through Supp. We value the perspectives and experiences of our community members, and aim to honour them as much as possible. That’s why we don’t typically comment on or assess the truthfulness of someone’s feedback. However (in rare cases) we may remove a Review and any associated Rating, and apply account consequences where appropriate.
When Supp May Remove a Rating and Review
In a trustworthy Reputation System, critical feedback is necessary and expected. Our community knows that not all Ratings and Reviews will always be positive. At Supp, we ask members to leave constructive Reviews alongside any low Ratings they might give. Giving context for low Ratings can be constructive, and may help others to improve on their next performance.
Out of respect for real-world feedback that Workers and Businesses provide each other through Supp, Supp’s policy is to remove Reviews and Ratings only in rare cases when an objective evaluation can quickly determine that feedback:
contained a mistake or error
is clearly threatening, defamatory or discriminatory
is personal and not work-related
is the result of fraud or coercion
is in breach of our terms, policies and guides etc
Account Consequences Following Inappropriate Review
Clear instances of inappropriate behaviour with Reviews and Ratings (which includes posting 'revenge reviews' on third-party platforms or social media) may result in account consequences including:
account restrictions
suspensions
banning
Account Consequences and Worker Completion Rate
Before the start of every shift, Workers are reminded several times about the consequences of cancelling and no-shows in-app and via other communication channels like push notification, SMS and email.
If a Worker cancels a shift within 24 hours, a Worker’s Completion Rate will be negatively affected.
There are account consequences for last minute cancellations (within 24 hours) and no-shows including:
account restrictions
cancellation of upcoming shifts
suspensions
banning
Supp closely tracks cancellations and no-shows to ensure fairness and professionalism within the Supp community.
Supp's Reputation System
Supp’s Reputation System is designed to help inform decision-making and to build trust in new work relationships. It is also an effective tool to receive honest feedback on performance, ultimately increasing opportunities within the platform. The transparency of the Reputation System helps:
improve a Worker’s bargaining power
Businesses to minimise hiring mistakes
encourage everyone to put their best foot forward
The Reputation System is based on up to four measures:
Before applying for work, we recommend Workers assess the Business’s Reputation metrics which are displayed on their profile. Businesses can select the best candidate for a Temp Shift or a Perm Role by viewing applicant profiles and checking the Rating, Karma Points, and Completion Rate displayed on Worker profiles. Reviews about previous shifts are accessed by tapping on a profile’s Rating.
Some situations that have led to low Ratings and critical Reviews include:
workers not meeting Business expectations about job performance or conduct
businesses not properly communicating expectations, or writing inaccurate shift descriptions
workers misrepresenting their skill level in their Supp application, and subsequently arriving for a shift which they are not qualified to perform
workers not meeting dress code/requirements
disagreements about breaks, hours worked, and delays with pay
Completion Rate
There are implications for a Worker's Completion Rate, if an accepted shift is cancelled before completing the shift. Workers can maintain a high Completion Rate on Supp and reinforce their reputation as a reliable worker by following these best practice steps:
Commit to completing shifts:
To maintain a high Completion Rate, it's important to commit to completing the shifts you agree to work on Supp. Accepting, then cancelling shifts will hurt your Completion RatePlan ahead:
Make sure to plan your schedule ahead of time to avoid any last-minute cancellations or no-showsGive proper notice:
If you need to cancel a shift, make sure to give proper notice. Cancellations with less than 24 hours notice are factored into the Completion RateBe reliable and punctual:
Ensure that you arrive on time to perform the work, and complete shifts successfullyCommunicate:
If you have any issues or unforeseen circumstances that might affect your ability to complete a shift, communicate this to the Business and to Supp as soon as possible
Cancellations for Business
When the Business is asked to cancel a shift by the Worker:
Ask the Worker to cancel the shift using the Worker’s app. (This is relevant to Completion Rate calculations).
The Business receives a Push Notification when the Worker cancels the shift. After the Worker cancels, Supp automatically reposts the original shift ad so that new Workers can apply for the shift.
If the Worker hasn't cancelled the shift using their app, avoid cancelling the shift on behalf of the Worker. Instead, the Business should post a new shift duplicating the original shift ad, as soon as possible. Businesses are also welcome to contact Supp’s Support Team for assistance: customerservice@suppapp.com
The Business then offers the shift to a new Worker after selecting from the most recent candidates.
Supp will apply the Cancellation and No-show Policy to the Worker’s account including account consequences for last minute cancellations.
Supp may reach out to the Business and Worker for more information.
When the Worker cancels in-app:
Supp will automatically repost a new ad for the same shift
Supp will apply the Cancellation and No-show Policy to the Worker’s account including account consequences for last minute cancellations
Supp may reach out to the Business and Worker for more information
When the Worker no-shows:
End the shift in-app by submitting the timesheet with 'no-show' (rather than '0 hours').
If you have additional info about the no-show, please contact Supp's Support Team: customerservice@suppapp.com
Supp will apply the Cancellation and No-show Policy including account consequences to the Worker’s account.
Supp may reach out to the Business and Worker for more information.
When the Business wants to cancel a shift:
See: Business Cancellations within our Cancellation and No-show Policy
Notify the Worker of the reason for cancelling by text.
Cancel the shift in-app if the shift has not yet started.
If the Business is cancelling the shift due to a Business error, end the shift by including the minimum 2 hours into the in-app timesheet, or contact Supp’s Support Team: customerservice@suppapp.com for assistance.
If the shift has already started but the Business is ending the shift earlier than the agreed shift duration, submit the in-app timesheet with the hours worked or the minimum 2 hours for Supp Shifts.
If relevant, post a new shift (see: Posting Temp Shifts).
Supp may reach out to the Business and Worker for more information.
Karma Points
Workers and Businesses can earn positive Karma Points for performing positive actions on Supp such as:
receiving a 4 or 5 rating on a shift
completing a volunteer shift
reporting a dodgy-looking shift that Supp ends up removing
referring a friend
See: Supp Karma Points
Ratings and Reviews
Ratings and Reviews are part of Supp's Reputation System. They must comply with Supp’s Ratings and Reviews Policy.
After a shift, the Business completes the payment step by using the in-app timesheet. This confirms the time performed on the shift and processes payment
Both Businesses and Workers then rate their experience on the shift. Ratings range between 1 to 5 Stars:
1 Star = poor
2 Stars = fair
3 Stars = OK
4 Stars = good
5 Stars = very goodIn addition to the Rating, optionally Businesses and Workers can leave a constructive written Review that complies with Supp's Ratings and Reviews Policy
After both sides have submitted their Rating and optional Review, they are immediately published on the Supp profiles of both, and cannot be changed or deleted in-app
