Courier Partner Management Policy

Overview of the requirements of driving for Dispatch and maintaining your status on the courier partner platform.

February 18, 2025

Violations & Consequences Defined:

We aim to maintain best-in-class customer satisfaction, including professionalism, promptness, and reliability. To that end, Dispatch will discipline drivers who fail to meet our standards of service:

• Tier 1: Issues are addressed via a driver warning notice and completion of self-service training. These are typically small errors that are easily corrected, like:

  • Overcommitment of orders that result in late deliveries
  • Severely delayed customer pickup/drop-off without notifying the customer or Dispatch
  • Incorrect swiping/status updates
  • Leaving delivery items unattended at the drop-off location without customer consent
  • Poor or missing Proof of Delivery documentation
  • Unsafe or unprofessional attire
  • Customer Certification Non-Compliance

• Tier 2: Issues that are more serious and could trigger an immediate suspension of up to 7 days. Drivers will need to attend a 1 on 1 coaching call to reactivate their account. Examples of these errors include, but are not limited to:

  • Pattern of repeat Tier 1 offenses, despite training/coaching provided
  • Unprofessional language or behavior towards a customer
  • Driving in an unapproved vehicle
  • Circumventing Dispatch platform, including:
    • Discuss payment details with customers
    • Incorrectly listing wait times
    • Refusing to take items from an order at pickup
  • Failing to complete all delivery steps required
  • Releasing 2 scheduled orders within 2 hours of pickup time within 7 days

• Tier 3: These severe incidents trigger a permanent deactivation of the Driver account. Examples include, but are not limited to:

  • Pattern of repeat Tier 2 offenses, despite training/coaching provided
  • Identity theft or fraud
  • Lost, stolen, or damaged customer property, including delivery items, outdoor landscaping, or customer vehicles
  • Customer harassment
  • Blatant disregard for safety protocols
  • Sharing app access to unapproved drivers
  • Driving while under the influence
  • Engagement in conduct that negatively affects Dispatch's reputation

When the Dispatch team receives a complaint regarding a driver, they will reach out to the driver to ensure we have obtained all information necessary to make a decision. The driver will be notified within 24 hours of the conversation on the status and next steps of the investigation. Once the disciplinary action has been issued, the driver may appeal the action but should be prepared that the appeal may be denied.

Customers may request not to be matched with specific drivers based on previous history (including other apps). Dispatch will attempt to obtain additional information and offer the driver corrective action to resolve the complaint. In some cases, Dispatch may request that the driver refrain from claiming orders for that particular customer to avoid termination from the platform.

Dispatch reserves the right to reduce or deny driver earnings if it is determined that the driver failed to properly swipe in the app, deliver as required, or return undeliverable materials. Prior to any reduction in earnings, Dispatch will conduct a thorough investigation into the order issue to determine the cause and will notify the driver of the potential reduction. If the driver is found to be negligent or unwilling to resolve the issue, Dispatch may reduce the driver’s earnings accordingly.

The best way for drivers to avoid these disciplinary actions is to show up on time, be courteous and professional, and follow all delivery instructions.

Section 5. Deactivation Appeals process

• Deactivated drivers may submit an appeal using the linked form to driversuccess@dispatchit.com.
• The form must be completed and submitted to us no more than 30 days after the deactivation.
• We must respond within 30 days of receiving the form.
• Dispatch will review the driver feedback with supervisor input and conduct additional investigation as necessary.
• Appeal decisions are final.

Section 6. Harassment-Free Environment.

Dispatch is committed to ensuring an organization and independent contractor driver network free of harassment, discrimination, and retaliation for all our stakeholders, including the users of our services and our independent drivers. To uphold this commitment, Dispatch takes all allegations of harassment, discrimination, or retaliation seriously and will support our drivers and users with an impartial investigation of all reports of harassment or discrimination.

If you feel you've been subject to such actions, please submit a complaint by contacting us via phone, email, in-app chat, or by filling out the Incident Report Form.

More details on our Harassment policy can be found here.

Any questions or concerns regarding the management policy, please reach out to the supply partnerships manager william.rickels@dispatchit.com

Thank you for your service! Drive safe!