Food Waste Hero: complaints and warnings

How are FWH complaints and warnings dealt with?

Food Waste Heroes play an absolutely critical role in kick-starting and intensifying food sharing in OLIO Communities all across the UK and beyond, and they have an enormous responsibility to ensure food from businesses is distributed safely. To ensure Food Waste Heroes are always following the law, as well as government advice and OLIO’s rules, we have processes in place to properly train and support Food Waste Heroes at all times, but also to sanction those who don’t follow the rules. Aside from the general Acceptable Use Policy, here we explain how we monitor, warn and ban Food Waste Heroes in the unfortunate situations where we have to, to ensure OLIO remains a safe, friendly, inclusive, and positive community.

How does OLIO monitor Food Waste Heroes’ accounts?

OLIO uses algorithms which automatically highlight certain behaviours that indicate that someone might not be following the rules. We may use this information, as well as information stored in your user profile to investigate any issues if they arise.

How does OLIO handle complaints?

If a complaint is made about a FWH’s behaviour, but we aren’t able to verify the claims, we may make a private note on the FWH’s account for future reference. If several people in the local community complain about a specific issue multiple times, we may send FWHs a warning (see below) about this issue. Unfortunately we are unable to disclose details of specific complaints.

Why would FWHs receive a warning? 

A FWH may receive a warning about their conduct,  via the email address linked to the OLIO account or as a Message from OLIO’s Little Helper. FWHs must keep an eye on this email account, in case a reply may be required via email. There are several reasons why we may send FWHs a warning via email:

  • Breaking hygiene/food safety rules
  • Showing any sort of prejudice against other OLIOers or FWHs 
  • Any form of discrimination
  • Missing a collection without arranging cover
  • Sharing food collected from a business outside the OLIO app
  • Sharing food past its ‘use by’ date
  • Arranging cover by non FWHs 
  • Bullying other OLIOers or FWHs 
  • Being rude to OLIO staff members 
  • Being rude to business staff 
  • Keeping more food than the 10% personal allowance

If a FWH does not reply when asked for further information, or if the issue recurs, they will be removed from all their collection slots. If a FWH receives a warning for any of the above reasons and is a Squad Captain, they will be removed from all their Squad Captain roles - but can rejoin as a Squad Captain again in 3 months. A warning will remain on the account for 6 months in case the situation arises again, in which case the FWH could be removed from the volunteer programme for a period of time. In the most severe cases we will delete and block the user’s account without prior warning.

Why would a FWH be removed from collection slots?

If a FWH receives a warning, and continues to fail to comply with guidelines, they will be removed from their collection slots. Like all voluntary programmes, OLIO requires reliability from its volunteers. The intention behind removing FWHs from their slots is to prevent food from going to waste and to ensure a safe and respectful environment for all users. Removal of a FWH who cannot comply with guidelines will allow someone else in the community to volunteer. If the FWH finds other slots in the future, but exhibits the same behavior that jeopardises collections, we reserve the right to remove the user from the FWH programme all together, or ban the user from the OLIO app.

Removal from FWH Programme

In serious cases, or when warnings repeatedly occur, OLIO reserves the right to remove FWHs from the Food Waste Hero programme to prevent further issues. The OLIO app will still be accessible as normal.

Suspensions & Bans

Check out our Acceptable Use Policy for guidance on these matters which apply to all OLIO users. 

How do FWHs make a complaint?

If you would like to make a complaint about your collection, a business, you’re collecting from, or a Food Waste Hero in your Squad, please visit the Volunteer Hub, and click 'Something wrong?' on your collection slot tile to submit a Food Waste Heroes Issue Report form. We aim to resolve or respond within 48 hours.

Read more about reporting issues as a Food Waste Hero

To report specific content on the app, you can click the flag 🏳️  on any content (or 3 dots on a message) to send a report to OLIO. We will review the content and take action if necessary.

Read more about reporting on OLIO

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