How to appeal a dispatch or scoring decision

1. Why we publish this

Per EU Directive 2024/2831 Article 11, riders have the right to obtain an explanation of any algorithmic decision that significantly affects them, and to challenge it. This document explains how that works at Svaggy.

2. What you can appeal

You may appeal:

• A dispatch decision — the system skipped you for an order you believe should have been offered to you

• A score calculation — a specific offer or delivery was incorrectly counted toward your acceptance, completion, or rating

• A coaching message — you received a coaching message you believe is unjustified

• A warning — you received a warning following an ops review

• A suspension — your account was temporarily suspended

• A termination — your account was terminated

For all of the above, you have the right to:

• Receive a clear explanation of the underlying logic and data

• Challenge the decision with new evidence or context

• Request a human review

3. How to file an appeal

For dispatch decisions, scoring challenges, and coaching messages:

• Open the rider mobile app, then Menu → Help → "Appeal a decision"

• Pick the decision type

• Provide a brief explanation (max 1000 characters)

• Submit

For warnings, suspensions, and terminations:

• The notification you received contains an "Appeal this decision" link

• Tapping it opens the appeals form pre-filled with the decision context

• Provide your explanation and submit

If the in-app path is unavailable (e.g. your account is suspended and you can't sign in):

• Email: appeals@svaggy.com

• Subject: [Appeal] <decision type> · <your rider id, if known>

• Include: decision date and time, what happened, why you believe it's incorrect

4. Response timeline

A "response" means we acknowledge receipt and assign a human reviewer. A "resolution" means we issue a final decision (uphold, reverse, partially adjust).

5. Who reviews

Every appeal is reviewed by a human Svaggy ops member who was not involved in the original decision. For terminations, a second senior reviewer also signs off before resolution.

6. Possible outcomes

• Uphold — the original decision stands. You receive a written explanation.

• Reverse — the original decision is overturned. Affected scores or offer counts are corrected; suspended or terminated accounts are reinstated.

• Partially adjust — the decision is modified (e.g. a suspension reduced from 7 days to 3 days).

You may not file an appeal of the appeal outcome through this process. To escalate further, see the next section.

7. External escalation

If you exhaust the in-app appeal process and disagree with the outcome, you may:

• File a complaint with the Finnish Occupational Safety and Health Authority (Työsuojeluviranomaiset) — particularly for any decision affecting your right to work

• File a complaint with the Finnish Data Protection Ombudsman (Tietosuojavaltuutettu) — for any decision involving your personal data

• File a claim with the Helsinki District Court (Helsingin käräjäoikeus) — see the rider terms for jurisdiction

• Use the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/

You may also seek union or labour-rights organisation support at any point in the process.

8. What we cannot appeal

The following are not subject to internal appeal:

• The published rate card (set by the franchise; see the rider terms)

• Surge windows (operational decisions; not algorithmic per the Directive)

• The technical specification of the dispatch algorithm itself (challenges of "the algorithm shouldn't work this way" — this is a governance question, not an appeal)

For these, contact legal@svaggy.com or your union representative.

9. Confidentiality and retaliation

We treat appeal submissions confidentially. We will never:

• Share the contents of your appeal with the decision-maker who is being appealed

• Retaliate against you for filing an appeal in good faith

• Adjust your dispatch priority or scoring as a consequence of having filed an appeal

If you believe you've experienced retaliation, contact legal@svaggy.com immediately.