Insstanto Partner Welfare Policy
Policy version no.: 0010 Insstanto
Date: 01/05/2024
1. At Insstanto (Insstanto ), we believe in supporting the physical, mental, and emotional well-being of our service professionals or partners. As part of our commitment to this belief, we have established below a Partner Welfare Policy that outlines the various benefits and resources available to our partners.
2. Insstanto shall not craft its policies and metrics to adversely impact the Service Professionals.
3. Insstanto is committed to fair earnings and transparent payment principles. Insstanto maintains rates to assure service providers are compensated in line with industry standards. We will ensure that no active service providers' hourly earnings fall below the local living wage after factoring in workers' job-related costs and average earnings exceeds this as far as possible. This is consistent with Insstanto 's efforts to empower our service partners. The aforementioned is operationalised into our pricing Insstanto structure. All partners' hourly earnings after accounting for job-related costs are checked every month and paid the differential within 7 days if it is found that any partner falls below the hourly living wage threshold.
4. Insstanto is committed to offering a safety net for all active partners. In case a partner is unable to work on the platform due to established illness/ accident, Insstanto will cover loss of pay for various scenarios (which include COVID-19 and also cases of medical illness which require hospitalization of more than 24 hours).
5. The loss of pay covered shall be the medical expenses paid out based on the assessment of claims. Where Insstanto payout on medical grounds is not ascertained, the Service Professional will receive financial support based on the internal loss of pay scheme capped at Rs 400/ day for pre-defined instances funded from the Insstanto Suraksha Fund or other sources. Insstanto may also extend other monetary support on humanitarian grounds.
6. Insstanto shall ensure Service Professionals are not penalized, monetarily or otherwise, for (i) failure to perform a service due to justifiable medical reasons; and (ii) voicing concerns or appealing disciplinary actions.
7. Insstanto is committed to its Anti-Discrimination Policy and will not tolerate any discrimination towards its Service Professionals on the Insstanto platform. As a measure in the same direction, Insstanto will regularly carry out a post facto mining of customer reviews to check for discrimination. Any customer found to have discriminated on the platform will lose access to the Insstanto Platform.
8. Insstanto shall endeavour to consistently engage with a diverse group of Service Professionals. Insstanto may, from time to time, take affirmative action to increase representation of marginalized or under-represented groups of service professionals on the Platform.
9. Insstanto shall at all times be open and available to address any grievances that Service Professionals may have with respect to the services they provide, customer behaviour, among other concerns. Service Professionals may avail of the internal grievance redressal system in the event that any complaints or issues need to be raised to the relevant team.
10. If a Service Professional reports poor customer behaviour, Insstanto shall undertake the following action:
a. If a Service Professional provides a customer a low rating, Insstanto shall ensure that such Customer is never allocated to the concerned Service Professional again.
b. If a Customer consistently receives poor ratings and feedback, Insstanto shall analyse the ratings and feedback provided to determine whether the Customer poses a threat to the safety and wellbeing of the Service Professionals. If yes, Insstanto shall immediately remove such Customers from the Insstanto platform.
11. A Service Professional shall in no event be liable for any losses or claims that are directly attributable to Insstanto 's acts or omissions. Claims from Insstanto customers with respect to services offered by Service Professionals, shall be contractually limited to Rupees 5000 (Rupees Five Thousand).
12. Where changes in Insstanto policies or structures that may have a material adverse impact on the Services Professionals, Insstanto shall actively engage with Service Professionals and aim at holding increased FGDs to enhance participation and favourable planning.