Professional Conduct

The Exchange is founded on 20 years’ worth of trust between its member businesses. To protect our legacy as market-leaders with an in-demand freight exchange platform, we must ensure that our members are operating at a high, professional standard. 

It’s also 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 have 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 have the ability to suspend their membership or, upon full review, entirely 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 have 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 have the right to suspend their account or, upon full review, entirely revoke their membership.