Demerit Points System Offence List

If you have issues or challenge, please refer to this article on how to avoid losing Demerit Points.

Criteria Explanation Points
Blackmail after pick-up Ask for more money to deliver items after agreement to deliver at that price – lose all current points and permanent suspension 12
Blacklist by Admin Serious complaint from Customer or threatening behaviour to Admin – lose all current points and permanent suspension 12
Contact clients directly
Contact clients or customers directly for more work or any other non-current job related communications – lose all current points and permanent suspension 12
Physical, verbal or written offence Physical, verbal or written offence to Customer or community (includes swearing, abusing, harassing, threatening, intimidating others  – may be reported to Police for further action)  – lose all current points and permanent suspension 12
Sharing accounts with a different person Share account with another person or get someone else to do the deliveries – lose all current points and permanent suspension 12
No show to a shift without notice
No show to a shift without advanced notice nor reasonable explanations 12
No show to a shift with reasons
No show to a shift without advanced notice but provided with reasonable explanations 6
Dress code – Shoes
Not wearing closed shoes
6
Vehicle – Smoking
Smoke in vehicle while on a job or a shift
6
Pick up – Complete Failure
Fail to show up at pick-up 6
Drop off – not return goods within 5 business days (unless approved by Sender)
Fail to return items to Sender within 5 business days and may be reported to Police for further action
6
Drop off wrong items
Drop off incorrect items
5
Drop off with incorrect POD
Sign instead of taking photo. Signature not recognised or has Recipient in the photo
5
Drop off but damage items on location
Fail to follow instructions or expose item to weather
4
Drop off alcohol without following correct procedure
Alcohol dropped-off without a signature (note – ATL is not permitted as leaving alcohol unattended is illegal)
4
Cancel shift within 1 working hour Assigned to a Shift and cancel with no valid reason – within 1 working hour 4
Verbal or written assault Admin
Verbal or written assault to Admin, including swear, abuse, harass, threaten, intimidate
3
Fail to call Admin back within 15 minutes
Fail to call Admin back within 15 minutes
3
Untraceable (no GPS) on job for 30 mins or more
Live location became unknown – GPS untraceable for 30 mins or more
3
Phone not charged
Phone battery goes flat
3
Pick up too many or too few or wrong items
Pick up too many or leave some behind or pick up wrong items resulting in re-assignment to another Runner or cancellation of another Runner
3
Pick up without correct equipment as stated on job
Arrive at Shift pick-up without correct equipment, e.g buckets, trolley, phone charger
3
Drop off – Not return items within 1 business day (unless approved by Sender)
Fail to return items by 12 pm (noon) next business day (unless Sender agrees in writing)
3
Arrive more than 30 mins late for Shift
Arrive at pick-up location more than 30 mins late for a Shift
3
Drop off too many or too few or wrong items
Drop off too many items or too few or the wrong items 3
Return goods without approval or contacting the sender Return goods without approval nor attempted to contact the Sender at least 3 times 3
Deliver jobs without following planned route on a Shift
Does not follow the provided route to deliver jobs in the planned sequence while doing a Shift 3
Drop off unattended without ATL
Item left at front door but no verbal or written ATL is granted
2
Cancel shift within 2 working hours
Assigned to a Shift and cancel with no valid reason – within 2 working hours
2
Arrive more than 20 mins late for Shift Arrive at pick-up location more than 20 mins late for a Shift 2
Deliver to a wrong address Deliver items to a wrong location 2
Drop off without following ATL (leave items in non safe area)
ATL is given but items unable to be located or left in unsafe area
2
Drop off without following instruction correctly Drop off without following Sender, Admin or Recipient instruction correctly
2
Cancel shift within 4 working hours Assigned to a Shift by and cancel with no valid reason – within 4 working hours 1
Arrive more than 10 mins late for Shift Arrives at pick-up location more than 10 mins late for his/her Shift 1
Drop off with incorrect POD (name) Fail to enter the full name of person who signed off the delivery (if different from Recipient) 1
Drop off but damage items in transit Item damaged during transit in vehicle 1
Deliver Jobs Without Following Directed Route Job delivered late – due to not following routing 1
Drop off On Job (excl. Shift Job) more than 60 mins late Job delivered more than 1 hour late 1
Contact Sender to make own arrangements Ask Sender directly to pick up later or to deliver later or to return at a later time or to cancel a job 1
Dress code – Other Wearing inappropriate clothing including singlets, track pants and board shorts 1
Vehicle – Cleanliness Vehicle is untidy or has not required space for deliveries 1
Vehicle incorrect size for job Vehicle does not match Runner profile or job requirements 1
Vehicle breakdown on job Vehicle breakdown on job 1

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