How do you report a problem with a cleaner or an employer?

Clause 7 of the Charter

The plain answer

Clause seven gives both sides a route when something goes wrong. Either party - cleaner or household - may report a breach of the Charter to Kleana, and reports are treated confidentially. The simplest way to raise one is to message Kleana on WhatsApp or email the platform; you do not need a case number or a form to start.

Kleana's response is to remove access. It will do so without hesitation where the breach concerns the conduct rules in clause one, the withholding of earned wages, or the holding of a person's identity documents. Those three are the bright lines.

It is worth being honest about the limits, because the Charter is. Kleana is an introducer, not a party to the engagement. It cannot enforce an employment agreement or recover unpaid wages, and it does not pretend it can. What it can do is take away the platform access of someone who breaks the Charter, so they cannot use Kleana to reach the next household or the next cleaner. For rights the platform cannot enforce, the law is where you turn - which is what the next answer is about.