Questions

For households

What does “verified” mean, and who checked it?

A worker is only listed here when all of the following are true: their phone number has been confirmed by a code sent to it, their national ID has been checked, they have given consent to appear in search, and the bureau that registered them has been verified by Hakika and is still in good standing. The bureau does the checking and formally attests to it. Hakika verifies the bureau by reviewing its registration documents. If a bureau is later suspended, every worker it vouched for stops being listed.

What does the fee buy, and how long does access last?

Unlocking costs 200 KES and reveals that worker's phone number so you can contact them directly. Access lasts 30 days, after which the contact locks again. You pay per worker, not per month, so there is no subscription. Unlocking is not a booking and does not reserve anyone. The worker is free to say no.

What if the worker declines?

A worker can decline an introduction within 24 hours of being unlocked, unless a hire has already been reported. When that happens you are given a free unlock to spend on someone else, and you are told which introduction it was for. You are not charged twice for one search.

How do I report a problem, and what does Hakika do about it?

You raise a complaint from the placement it concerns, and you choose how serious it is. The bureau has 72 hours to respond. If it does not, the complaint escalates to Hakika automatically, so a bureau cannot bury a complaint by ignoring it. When the bureau does respond you decide whether that answer settles it. If you reject it, Hakika rules. A complaint ruled as upheld at the most serious level suspends the worker's account immediately.

For workers

Who can see my details, and when?

Your phone number is hidden until a household pays to unlock it. Your name, the work you do, your languages and your area are visible to anyone browsing. Your national ID number is never shown to households. It is used to verify you and nothing else. You are told each time someone unlocks your contact.

Can I say no to an introduction?

Yes. You have 24 hours after an unlock to decline it, from your dashboard. The household is given a free unlock to use elsewhere. Declining does not count against you.

How do I stop appearing in search?

Mark yourself as unavailable from your dashboard, and you stop showing up while that lasts. You are also removed from search automatically while a placement is active, so you will not be contacted for a job you have already taken.

What can my bureau change about my profile?

Your bureau registered you and can correct details such as your name. A change to your phone number or email cannot be made on your behalf, because a confirmation code sent to a new number would only prove that they control it. Your skills are yours alone: only you can add or remove them, and your bureau cannot. Marking yourself available or unavailable is yours too.

For bureaus

What does verification require?

You submit your business registration details and supporting documents, and a Hakika administrator reviews them. Until that review passes, none of your workers appear in search. Changing those documented details later means submitting a fresh certificate for re-review, and your existing listings stay up while that is pending.

What am I attesting to when I list a worker?

That you have met the worker, seen their national ID, and checked the background you are presenting. That attestation is recorded against your bureau and is what a household is relying on when they pay. It is the substance of what Hakika sells, so treat it as a statement you would stand behind.

How are complaints against my workers handled?

You are notified and have 72 hours to respond. Silence is not neutral: the complaint escalates to Hakika without you. The household then accepts your response or rejects it, and Hakika rules on the ones that are rejected. A ruling upheld at the most serious level suspends that worker immediately, and your record of complaints is visible to Hakika when your bureau is reviewed.

Something not answered here? Contact us.