What is the Sherpa Driver Appeal Process? How do I appeal a Warning?

  • Updated

Sherpa is dedicated to maintaining high driver and delivery quality. If you breach the conditions in the Contractor Agreement, you will receive a warning. However, if you believe the warning is unfair, you can appeal it. Here’s how:

  1. Respond Quickly: You can appeal a warning by responding to us within 5 business days.

  2. Review and Consideration: We will review all available information and the conditions outlined in the Contractor Agreement. The warning may be removed after careful consideration.

  3. Handling Complaints: If a client or recipient makes a serious complaint against you, your account may be temporarily suspended during the investigation. Here’s what to expect:

    • You will receive a call informing you about the complaint and its nature.
    • If we cannot reach you, you will be notified via SMS, email, and voicemail.
  4. Provide Information for Appeal: We will contact you to advise what information is needed for your appeal. Generally, you should have documentation to support your version of events and always follow processes, procedures, and relevant laws.

  5. Be Patient and Responsive: We understand this process can be stressful, but we appreciate your patience and timely responses to any follow-up questions.

Important Notes

  • Certain decisions, especially those related to violence, inappropriate behaviour, fraudulent activity, and failed mystery shops, will not be accepted for appeal if there is evidence.

More Information For more information on Sherpa's Warning System, please click here.

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