Scoop reviews all commuter feedback and support tickets. Our Trust and Safety team investigates reports that may violate our Community Guidelines, and when necessary, we may follow up with commuters to gather additional information.

During an investigation, our team will determine

• What happened

• Whether the event violates our Community Guidelines or Terms of Use

• Who is at fault

• Whether the situation is ongoing or poses a threat to anyone’s physical safety

We may restrict a commuter’s account access while an investigation is in progress.

Once the team has a complete understanding of the incident, they will decide how to respond. 

Possible responses include

• No action, if no violation occurred

• A private reprimand to the commuter(s) involved

• A temporary or permanent ban from Scoop

Reconsideration

Any commuter directly involved in an incident may request reconsideration of Scoop’s decision. To do so, contact ScoopCare with any change in circumstances that may justify reconsideration, and our team will review the case.