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. 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. As a result, the responsibility is the carrier’s to be realistic when accepting allocations. If not, and a broker’s customer is negatively affected in some way as a result of the unsuitable arrival time, we reserve the right to impose a warning on the carrier’s account.
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, we have the right to dismiss any complaints or negative feedback raised by the broker. The only time Exchange staff will get involved is if the carrier is late but hasn’t communicated or produced any evidence to support their case. - 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, we reserve the right to suspend or revoke their membership.
Receiving too much negative feedback or complaints
- First offence – Warning
If the member (broker or carrier) is accumulating too much negative feedback/complaints, we 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, we reserve the right to suspend or revoke their membership
Please note: We may revise this policy at any time by amending this page. You are expected to check this page from time to time to acknowledge such changes, as they are legally binding. Some of the provisions contained in this policy may also be superseded by provisions or notices published elsewhere on our platform.