Hop And Haul Policies

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Rating System Compliance Policy ​

Document ID: PLCY-RAT-001
Effective Date: December 22, 2025
Last Review: December 22, 2025
Owner: Hop And Haul Team

CONFIDENTIAL

This document is CONFIDENTIAL and for internal use only. Do not distribute outside the organization.

1. Purpose ​

This document defines the policies governing Hop And Haul's rating system to ensure ratings are operationally useful, legally compliant, and do not create employment law or discrimination liability.

2. Legal Classification ​

2.1 What Ratings ARE ​

ClassificationDescription
Operational quality metricsMeasurements of transport experience
Peer feedbackDriver-to-driver observations
Training indicatorsSignals for coaching opportunities
Service improvement dataAggregate insights for fleet operations

2.2 What Ratings Are NOT ​

ClassificationWhy This Matters
Employment evaluationsNot used for hiring/firing decisions
Disciplinary recordsSeparated from HR discipline process
Performance reviewsNot part of annual review process
Compensation factorsNo impact on pay or bonuses

2.3 System Separation ​

Mandatory Separation from HR:

  • Rating data stored in Hop And Haul only
  • No automatic feed to HR systems
  • HR access requires separate authorization
  • Ratings do not appear in personnel file

3. Allowed Rating Categories ​

3.1 Permitted Categories ​

CategoryDescriptionScale
Cleanliness of cabInterior tidiness, absence of debris1-5 stars
Professional conductCourteous, respectful interaction1-5 stars
Safety adherenceFollowing safety protocols1-5 stars
CommunicationClear, timely communication1-5 stars

3.2 Category Definitions ​

Cleanliness of Cab:

  • Clean floor and seats
  • No excessive odors
  • No loose items creating hazards
  • Functional climate control

Professional Conduct:

  • Respectful communication
  • Appropriate language
  • Cooperative attitude
  • Timely arrival

Safety Adherence:

  • Proper use of seatbelts
  • Following speed limits
  • No phone use while driving
  • Secure vehicle operation

Communication:

  • Responds to messages promptly
  • Provides updates on delays
  • Clear pickup/dropoff coordination
  • Professional tone

4. Prohibited Rating Content ​

4.1 Explicitly Prohibited ​

CategoryProhibition ReasonEnforcement
Health commentsHIPAA-adjacent risk, ADA concernsBlocked + flagged
Appearance commentsDiscrimination riskBlocked + flagged
Personality traitsSubjective, bias-proneBlocked + flagged
Religious referencesProtected classBlocked + flagged
Political commentsNon-operationalBlocked + flagged
Gender/age referencesDiscrimination riskBlocked + flagged
Ethnic/racial commentsDiscrimination riskBlocked + flagged

4.2 Content Moderation ​

Automated Filtering:

  • Text analysis for prohibited content
  • Blocked submissions rejected with generic message
  • Flagged content routed to review queue
  • Repeat offenders flagged to Operations

Human Review:

  • Flagged content reviewed within 24 hours
  • Inappropriate content removed
  • Submitter notified of policy violation
  • Pattern tracking for repeated violations

5. Rating Submission Rules ​

5.1 Timing ​

ConstraintValue
Submission window opensImmediately after ride completion
Submission window closes24 hours after ride completion
ExtensionsNone

5.2 Eligibility ​

RuleRequirement
Who can rateOnly participants in completed ride
AnonymousRatings are anonymous to other drivers
OptionalRating submission not required
EditableCannot edit after submission

5.3 Minimum Thresholds ​

MetricRequirement
Minimum rides for display5 ratings before score shown
Minimum rides for trends10 ratings for trend analysis
Recency weightLast 30 days weighted higher

6. Rating Visibility ​

6.1 Access Matrix ​

ViewerSees
Rated driverOwn aggregate scores only
Rating driverNothing (fully anonymous)
Operations/SafetyIndividual + aggregate scores
HRNo direct access (separate request required)
AuditorsAggregated, anonymized data

6.2 What Drivers See ​

Own Profile:

  • Overall score (1-5 average)
  • Per-category scores
  • Number of ratings received
  • Trend indicator (improving/declining/stable)

NOT Shown:

  • Individual rating details
  • Identity of raters
  • Text comments
  • Date/time of specific ratings

7. Data Retention ​

7.1 Retention Schedule ​

Data TypeRetention Period
Individual ratingsActive employment + 1 year
Aggregate scoresActive employment + 1 year
Text comments (approved)12 months
Flagged content24 months
Deleted contentImmediate disposal

7.2 Post-Employment ​

  • Ratings anonymized 1 year after separation
  • Aggregate data retained for trend analysis
  • Individual scores deleted
  • No data follows to new employer

8. Use of Rating Data ​

8.1 Permitted Uses ​

Use CasePermittedControls
Training recommendationsYesCoaching, not discipline
Fleet cleanliness programsYesAggregate only
Driver matching preferencesYesSoft factor only
DOT inspection preparationYesAggregate cleanliness trends
Safety program evaluationYesAggregate data

8.2 Prohibited Uses ​

Use CaseProhibition
Termination decisionsRatings cannot be sole basis
Promotion decisionsNot a factor
Compensation changesNo impact
Disciplinary actionSeparate process required
Sharing with other employersNever

9. DOT Inspection Value ​

9.1 What Can Be Presented ​

To DOT InspectorsFormat
Aggregate cleanliness scoresFleet-wide averages
Training completion recordsRemediation documentation
Improvement trendsTime-series charts
Safety program participationProgram enrollment data

9.2 What Cannot Be Presented ​

Prohibited DisclosureReason
Individual driver ratingsPrivacy protection
Peer feedback textConfidentiality
Rating patterns by driverPotential discrimination

10. Remediation Process ​

10.1 Low Score Protocol ​

When driver falls below threshold (configurable, default 3.0):

StepActionTimeline
1Automated notification to driverImmediate
2Score review by OperationsWithin 48 hours
3Coaching session offeredWithin 1 week
4Follow-up period30 days
5Re-evaluationAfter follow-up

10.2 Coaching vs. Discipline ​

This is coaching, NOT discipline:

  • No written warning issued
  • Not placed in personnel file
  • No progressive discipline triggered
  • Focus on improvement, not punishment

If discipline needed:

  • Separate HR process initiated
  • Independent of rating system
  • Documented through HR channels
  • Due process followed

11. Document Control ​

VersionDateAuthorChanges
1.0[DATE][NAME]Initial release

CONFIDENTIAL - Internal Use Only - Hop And Haul Policy Documentation

Hop And Haul Team - Do Not Distribute