BHRRC invited Urban Co. to respond to the allegations, including providing information on:

• Whether the allegations have been investigated
• Any actions undertaken to address them
• Whether and what kind of remedy have been provided to the protesting workers

Response from Urban Co.

Urban Company’s mission is to empower a million service professionals to deliver services at home like never experienced before. At the heart of our mission statement is service partner empowerment - Ensuring our service partners make middle class living wages (And not just minimum wages), have access to free life, accidental and health insurance coverage, are provided free training, upskilling and certification, are provided access to world-class tools and products at discounted prices, have access to formal credit, and are offered a career path which ensures a dignified, respectful living. We encapsulate these enablement efforts through our Partner Success Program.

This document provides key details of the Partner Success Program, including the above mentioned enablement efforts. Additionally, it also talks about two key aspects of our Customer Experience Guarantee - Ensuring Quality of Service (And associated minimum ratings threshold for service partners) and On-Time Order Fulfillment (And how we balance this promise while offering flexibility to service partners). We take feedback received from customers and service partners very seriously, and constantly strive towards building a high quality marketplace network for customers, while ensuring a balanced, fair, and supportive work environment for our service partners.

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