Service standards

To ensure a high level of service, professionalism, and reliability, all drivers must adhere to the following standards while representing Tradeaze:

1. Professionalism & conduct

• Always be courteous, respectful, and professional when interacting with customers and merchants.
• Wear appropriate attire and maintain a neat and presentable appearance while always following the correct PPE standards.
• Avoid using offensive language, engaging in confrontations, or displaying unprofessional behaviour. If you have any issues with a merchant or customer, reach out to a tradeaze team member via the in app chat and they will deal with the issue for you in the appropriate manor.
• Follow all company policies, including compliance with data privacy and confidentiality requirements.

2. Punctuality & reliability

• Arrive on time for all scheduled collections and deliveries.
• Plan routes efficiently to minimise delays and communicate any unforeseen issues promptly. Always follow as scheduled in the app unless agreed otherwise with a tradeaze team member.
• If running late, notify dispatch as soon as possible.
• Never abandon a job without informing dispatch or obtaining approval.

3. Vehicle standards

• Ensure your vehicle is clean, roadworthy, and complies with all safety regulations.
• Maintain a valid MOT, insurance (including hire and reward cover), and tax.
• Secure all loads properly to prevent damage during transit.
• Keep the vehicle fuelled and serviced to avoid breakdowns during shifts.

4. Handling of goods

• Handle all items with care to prevent damage.
• Ensure items are properly secured before departure.
• Double-check that all goods match the collection details before leaving the pickup location.
• Never leave deliveries unattended unless specifically instructed.

5. Proof of collection & delivery (please see section dedicated to this)

• Always obtain Proof of Collection (POC) and Proof of Delivery (POD), including:
• Clear photos of items loaded onto the vehicle.
• Merchant or recipient signature (or electronic confirmation).
• Timestamps and location verification when required.
• Immediately report any missing, damaged, or incorrect items.

6. Communication & customer service

• Keep your phone on and be responsive during active deliveries at all time.
• Communicate clearly, professionally and promptly with dispatch, customers, and merchants when necessary.
• Provide updates on any delays, issues, or special handling instructions.
• Never make false claims about delivery times or locations. All deliveries are live tracked and monitored.

7. Compliance with traffic laws & safety

• Follow all road safety regulations and speed limits.
• Never use a mobile phone while driving unless hands-free.
• Avoid reckless driving, including harsh braking or aggressive manoeuvring.
• Follow parking regulations and respect loading zones. Tradeaze are not liable for any parking/driving fines.

8. Incident & issue reporting

• Report any accidents, thefts, or safety concerns immediately to management.
• Log any damaged or missing items with the operator.
• Cooperate fully in case of investigations or customer complaints.

9. Termination & penalties

Failure to adhere to these standards may result in disciplinary actions, including:

• Warnings or temporary suspension.
• Financial penalties for negligence or repeated customer complaints.
• Termination of contract for serious breaches such as theft, fraud, unprofessional conduct or reckless driving.

By following these standards, drivers ensure smooth operations, build trust with customers, and contribute to the success of Tradeaze.

Thanks for choosing Tradeaze and we look forward to seeing you on the road shortly!