The objective of this policy is to ensure Exchange members’ activities are conducted in a professional manner conducive with the business environment and standards of the industry Exchange members operate in. It is in our members’ best interests to nurture and develop their business relationships and know how to easily avoid mistakes that could damage their chances of succeeding on the platform.
How we enforce this policy:
Late Arrivals (pickup or delivery)
- First offence – Warning When a Carrier quotes on a load, they must be fully aware of the expected arrival times for pickup and delivery.
Please keep in mind: If a Carrier is experiencing issues or foresees a delay in pickup or arrival, they must communicate this with the Broker. If communication is given and evidence of their exceptional circumstances can be provided, Transport Exchange Group (TEG) have the right to dismiss any complaints or negative feedback raised by the Broker. The only time TEG’s staff will get involved is if the Carrier is late but hasn’t communicated or produced any evidence to support their case.
Upon the Carrier accepting an allocation, the load recipient, or the load recipient’s customer, is expecting that load to reach its end destination at a predetermined time and if that doesn’t happen, their business could be negatively affected. Therefore, the Carrier is responsible for ensuring the load is delivered in its same condition and at the time agreed with the recipient. Failing this by the Carrier on the first occasion, and a Broker’s customer is negatively affected in some way as a result of the late arrival time, TEG reserve the right to impose a warning on the Carrier’s account.
- Repeated offences – Suspension or membership revocation If the Carrier is repeatedly late either for pickup or delivery and they already have a warning on their account, TEG reserve the right to suspend or revoke their membership.
Receiving a number of complaints or negative feedback
- First offence – Warning If a member (Broker or Carrier) is receiving an unusual amount of complaints or negative feedback, TEG reserve the right to impose a warning on their account.
- Repeated offences – Immediate suspension or membership revocation If the member has a warning on their account and they haven’t made any effort to address the frequent negative feedback/complaints, TEG reserve the right to suspend or revoke their membership