Trust, safety & compliance
How CareStride protects families, clinicians, and data — aligned with Brand Book v3 visual language across the wider product.
NurseShield™ two‑tier verification
Tier‑1 verifies identity-linked credentials before a professional can quote or accept Chennai pilot visits. Tier‑2 deep checks (credential source validation, anomaly sweeps on documents, and verifier interviews for higher-risk slots) can gate premium listings. NurseShield summaries are surfaced on professional profiles alongside CareScore trajectory, never as a blunt “trust me” badge.
Masked telephone contact
When masking is enabled for a booking leg, Calls route through intermediary numbers so neither party exposes a personal mobile line prematurely. OTP-gated SOS and visit check-ins retain audit trails for dispute resolution without publishing raw handset identifiers in booking notices.
SOS escalation
In-app SOS signals capture geolocation stubs, escalate to ops watchlists, and fan out concurrent notifications until a human acknowledges the signal. Incident packages can be routed into grievance tooling when misuse is suspected.
IT Rules 2021 SLA commitments (intermediary grievances)
- Acknowledgement within 24 hours of submission via unified intake
- First substantive response within 15 days
- Resolution endeavour within 30 days
Category-specific tracks (safety, intimate imagery, impersonation) may compress windows — see the grievance microsite.
Grievance officer
Officer: Mr. Manikandan
Email: [email protected]
General contact: [email protected]
Phone TBD for public switchboard — operational line will mirror Legal Config once appointed.
Data localisation & retention posture
Core booking, billing, and grievance records for India-serving tenants stay in India-region infrastructure. Cross-border transfers only occur where a subprocessors agreement and DPDP lawful basis exist (disclosed in the privacy policy).
Security incident reporting
Suspected credential leaks, portal abuse, or infrastructure anomalies should be emailed to [email protected] (monitored alias — subject “SECURITY INCIDENT”). Critical availability issues should copy [email protected] with “SEV‑” in the subject for paging handoff once on-call rotations go live.