Sherpa is dedicated to maintaining a high driver and delivery quality. Any Sherpa driver breaching the conditions outlined in the Contractor Agreement will be issued a warning. However, we encourage you to talk to us if you feel the warning is unmerited.
Here’s how we make sure that your voice is heard:
- You can appeal a warning by responding to us within 5 business days.
- After consideration of all information available and taking into account the conditions outlined in the Contractor Agreement, the warning may be removed.
- Depending on the severity of a complaint from a client or recipient, your account may be temporarily suspended while we carry out an investigation.
- You will receive a call to be told that a complaint has been made against you and the nature of that complaint.
- Your account may be temporarily suspended.
- If we cannot get in touch with you, you will be notified via SMS, email and voicemail.
What information will I need for an appeal?
We will contact you to advise the required information, relevant to your case. As general advice, we recommend having documentation to support your version of events, and to always ensure processes, procedures and relevant laws are followed.
We understand this can be stressful but we appreciate your patience during this time and for your timely response to any follow-up questions.
For more information on Sherpa's Warning System, please click here.
Certain decisions, provided there is evidence, especially those related to violence or inappropriate behaviour, fraudulent activity and failed mystery shops will not be accepted for appeal.