Enhancing User Safety: Introducing Icons for Reported Profiles

At AuPair.com, we are always working to improve the experience of every user of our platform. That is why we have decided to update our safety system by introducing special icons that will let you know if our team has received any complaints about the user you are getting in contact with.

Most of the users on the website are a good fit for the Au Pair program. However, from time to time our safety team does receive specific complaints about some of them. 

How do I file a complaint against a user?

On AuPair.com, you can block or file a complaint against any profile that you consider has violated our general conditions of use of the platform. As an online matching platform, it is extremely important for us to make sure that each and every user feels safe and secure. That's why we encourage you to inform us about any problem with another user on the platform. Reporting a profile is very easy: just click on the "Report Abuse" button on the user's profile, or click on the “Block” button if you don't want them to see your profile again.  Our safety team reviews and studies each complaint individually, and always asks for the versions of both parties. No complaint can be processed without solid evidence. If you have filed a complaint, our team will reach out to you to request evidence. If we do not receive a response after one week, your complaint will be archived. You can find more information about the procedure here.
 

When any AuPair.com user backs up their complaint with solid evidence, our team immediately blocks the accused profile from further communication. 

What happens to those profiles that receive complaints, but cannot be blocked due to lack of evidence? 

If we do not receive any evidence, all we can do is inform the counterparty and eventually send them a warning that we will block their profile if we receive a similar complaint again. 

To make our website a safer place, we have decided to add some descriptive icons to the profiles of the Host Families that have received allegations. This allows the candidates to learn more about the grievances of these families. 

This way, the candidates can make informed decisions when choosing a specific family. Please note, these icons do NOT suggest that the family in question has committed an offense, they only highlight that they have received complaints against them, which have not been processed due to lack of evidence. 

We recommend that you review our tips on how to avoid scammers. You can also find here some questions you can ask during the video call. 
 

AuPair.com’s icons for reported profiles 

 

Find below the new icons, their meaning, and some examples of complaints that may be related to them. 
 

 Communication issues – 1 or more candidates considered this user to be rude.

 Whether to save time or simply because they lack communication skills, some usersmay give responses that are considered rude to candidates who do not meet their requirements. For example, “Don't waste  your time contacting us, you don't meet our requirements” or “I'm not interested”.
 

 Housekeeping issues – 1 or more candidates reported that this family's home may not have optimal housekeeping conditions. 
 

 

 USA/UK profile – Beware, many scammers pretend to be families from the USA or UK. Always schedule at least three video calls and never send money. 

You will see this in all UK and USA profiles. USA and UK are two of the most popular destinations for Au Pairs worldwide. The scammers know this. That's why they create fake profiles claiming to be US or UK families, to attract candidates and ask them for money for the visa or flight. Don't be fooled by these schemes, here are some tips to follow to avoid scammers.
 

 Compatibility issues – 1 or more candidates had a hard time adapting to this family's lifestyle, and decided to end their stay early. 

 A common compatibility issue relates to the children's education. It may be that the Au Pair's educational methods differ from the Host Family’s and the family doesn’t agree with them. 
 

 Cultural shock – 1 or more candidates state that are unable to cope with some practices of this family. 

 Maybe due to religious or gastronomic differences, the Au Pair could not adapt to some customs of this family. 
 

  Harassment complaint – A harassment complaint was filed against this user. 

 

 Work Overload – This user received a complaint demanding that the Au Pair carried out too many tasks or tasks outside of her role. 
 

 

Ghosting -This user has been reported for suddenly ceasing all communication with another user without any warning or explanation, ignoring any subsequent messages.