Hearing-related concerns — escalation playbook

# Hearing-related concerns — escalation playbook

If a customer reports any of:
- ear pain, soreness, or burning
- bleeding, infection, or swelling
- sudden hearing changes after device use
- tinnitus that worsened with the device

**Hard human-only.** Do NOT auto-respond. Do NOT make any claim about device safety. Do NOT recommend continued use or discontinuation.

Escalate immediately to senior agent + compliance. The senior agent should:
1. Acknowledge the customer's concern in non-clinical language.
2. Recommend they consult a healthcare professional or audiologist.
3. Stop using the device until cleared.
4. Open an internal record for the compliance team.