When operating on the Exchange, we ask all our members to follow the below guidelines. These guidelines are in place not only to help our members succeed, but to keep the community strong.
In summary we ask you to be:
- Respectful, reliable, and always communicate clearly.
- Keep private details private, pay on time, and if any issues come up, be proactive.
And a couple of things to avoid:
- Don’t poach customers
- Don’t share your account details and;
- Don’t let your TEG compliance slip.
These guidelines should be read in conjunction with TEG's General Terms & Conditions governing your membership of the Exchange platform.
Be respectful
This is key. Always be polite and professional. Treat others how you’d like to be treated. If someone does a great job, let them know! Positive feedback can boost their confidence and help their business grow.
Remember, mistakes happen to the best of us. Treat others with compassion and stay respectful – even when disagreeing. When giving feedback, keep it fair and objective. And don’t forget to leave feedback after each booking—it’s important for everyone’s success here.
Be reliable
Reliability goes both ways, whether you’re carrying or shipping.
When quoting for work:
- Check the job details first. By quoting, you’re committing to meet those requirements.
- Once the job is accepted, stick to the pickup and delivery times and always get a signed proof of delivery, or POD — either hard copy or electronic, as specified.
When posting loads:
- Ensure all the info is accurate, and avoid duplications. Once a load is allocated, mark it as ‘sold’ so others don’t waste time quoting on it.
And always use the platform for bookings—this way, both parties have a digital record, and TEG can help if needed.
Be clear
Clear communication is a must.
When carrying loads:
- Keep your customer updated throughout the process. Using the CX Driver app to share your location is a great way to avoid unnecessary chase calls and keep everyone informed.
- If something unexpected happens, like a vehicle breakdown, let the load poster know as soon as possible.
When allocating a load:
Make sure everything is clear, such as:
- booking details
- payment terms, and;
- any special instructions.
This helps others make informed decisions.
Keep it private
Information shared on The Exchange is for members only.
Please don’t:
- Take screenshots of loads or share details on social media.
- If you have an issue with another member, you can use our feedback system or contact Support.
Public complaints on social media can damage your reputation as well, and aren’t the best way to handle issues. It’s better to resolve concerns calmly and professionally.
Honour the payment terms
This one’s for load posters. When you’re working with other members, it’s important to:
- Stick to the payment terms you’ve agreed to, which includes paying carriers on time.
- Payment delays can lead to bad feedback, and in some cases, membership suspensions or revocations.
As well as paying on time, remember:
- Quoted prices usually don’t include VAT unless stated otherwise.
- If you need to change a confirmed booking, get your carrier’s approval first.
Resolve issues proactively
If a dispute arises, try resolving it directly with your Exchange counterpart.
The Exchange is all about building strong relationships, so we’re here to help if needed, but we encourage members to seek direct, amicable resolutions first.
Don’t poach
When delivering a load for another member, you’re representing their business. Respect the existing relationship between your customer and their client.
Trying to solicit business from your customer’s client—during or after an order—is considered poaching and is against our rules.
To avoid poaching...
- Use unbranded PODs and vehicles and;
- If asked for your contact details at the delivery point, politely decline.
We take poaching very seriously to ensure fair play and protect business relationships.
Don’t share your account details
We all need to do our bit to protect the integrity of the platform so please don’t share your account details with anyone. It helps keep everything fair and secure for everyone.
When carrying loads:
- You must handle the job with your own vehicles and/or drivers.
- “Second-level” subcontracting—passing the job to another carrier, whether they’re on OR off The Exchange—is not allowed unless you have specific written or recorded permission from your customer.
- Co-loading is allowed, but only if you have explicit, recorded permission from ALL parties involved. This ensures everyone is on the same page and avoids any surprises.
Also, remember:
- Posting subcontracted loads from the Exchange onto other freight platforms is not allowed and could lead to suspension or revocation of your account.
- Do not post loads on behalf of other businesses.
Keep your info up to date
Finally, to make sure the Exchange remains secure and professional, we partner with Trustd.
Trustd stores your compliance documents securely and sends you reminders before anything expires, so you can stay compliant without any hassle.
Remember, if your documents do expire, you’ll no longer be TEG compliant, and you won’t be able to trade on the platform until everything’s up to date. So don’t let it slip.
You can also review these guidelines in video format below: