If you have issues or challenge, please refer to this article on how to avoid losing Merit 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
Delivery not attempted Runner did not attempt to make the delivery. Marking a job as complete without visiting the location. 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
Forge a POD
Forge a Proof of Delivery including using a fake photo or signature – lose all current points and permanent suspension 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

Off Route during a shift

 

Runner navigates to other places, does other work, completely goes off route during a shift.

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 a shift within 15 mins Assigned to a Shift and cancel with no valid reason – within 15 minutes or after shift start time 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 – failed to return items within 1 business day (unless approved by Sender)
Failed to return items by 12 pm (noon) next business day (unless Sender agrees in writing)
3
Drop-off – failed to return items according to sender’s instructions
Runner failed return items according to sender’s instructions which were agreed prior to accepting the delivery, e.g. failed to return on the same day, no photo taken, photo taken without label
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 a shift within 2 hours
Assigned to a Shift and cancel with no valid reason – within 2 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 a shift within 24 hours Assigned to a Shift by and cancel with no valid reason – within 24 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