Sherpa is dedicated to maintaining high driver and delivery quality. If you receive a warning and believe it has been issued unfairly, you can request an appeal.
For more information about warning types and thresholds, see How does the warning system work?.
How do I appeal a warning?
- You must request an appeal within five (5) business days from the date the warning was issued.
- Complete and submit the Warning Appeal Form.
- Include any relevant information or supporting documentation you would like considered as part of the review.
- We will review all available information and the conditions outlined in the Community Guidelines.
- Following the review, the warning may be removed or upheld.
What happens if my warnings result in deactivation?
If your warnings have resulted in Preliminary Deactivation or Deactivation, your appeal will go through an additional review process.
After Sherpa receives your Warning Appeal Form:
- Sherpa will offer you a discussion with a Sherpa representative within five (5) working days.
- You may have a support person or representative present, other than a lawyer acting in a professional capacity.
- Your appeal will be reviewed by a Sherpa team member.
- A written outcome will be provided within five (5) business days of the discussion.
- If your appeal is successful, the relevant warning may be removed and, where applicable, your account may remain active or be reinstated.
If your warnings have resulted in Preliminary Deactivation
If your account reaches the threshold for deactivation under Sherpa's warning system, you may receive a Preliminary Deactivation Notice advising that your account will be deactivated in 48 hours.
- You can still submit an appeal within the five-business-day appeal timeframe.
- The 48-hour period is the timeframe before deactivation takes effect — it is not the deadline to submit an appeal.
- If your appeal is still under review when the 48-hour period ends, your account will be deactivated while the review continues.
- If your appeal is successful, your account will be reinstated within the applicable appeal process timelines.
Learn more about Preliminary Deactivation and how the process works here: How does deactivation work?.
What if my account is deactivated immediately?
In some serious circumstances, Sherpa may deactivate your account immediately, without the 48-hour Preliminary Deactivation period.
This may include matters such as:
- serious misconduct;
- fraud or dishonest conduct;
- an immediate health or safety risk; or
- other circumstances requiring immediate action.
If your account is immediately deactivated:
- You can still submit an appeal within the same five-business-day appeal timeframe.
- Your account will remain deactivated while the appeal is reviewed.
- The same discussion and review process outlined above will apply.
- If your appeal is successful, your account will be reinstated within the applicable appeal process timelines.
Learn more about immediate deactivation and the deactivation process here: How does deactivation work?.
What happens if a serious complaint is made about me?
If a client or recipient makes a serious complaint, your account may be temporarily suspended while the matter is investigated.
You can expect:
- Sherpa will attempt to contact you about the complaint.
- If we cannot reach you by phone, you may also be contacted by SMS, email or voicemail.
- You may be asked to provide further information as part of the review.
Please respond promptly to any requests for information so the matter can be reviewed.
Important information
- Warnings and deactivation decisions are reviewed based on the available evidence and circumstances.
- Serious matters, including violence, inappropriate behaviour, fraud or other misconduct, may result in immediate action.
- Where the Sherpa appeal process applies, you can still submit an appeal within the applicable timeframe.
- A successful appeal may result in a warning being removed, your account remaining active, or your access being reinstated.
For more information: