Section 1: Onboarding & Training
Below are the minimum requirements for potential delivery pros to participate on the Dispatch Platform:
Pass federal-level background check
Clean driving record - no major violation in last 5 years, no more than 3 minor violations in last 3 years
Possesses car insurance (ideally commercial) & provides proof of vehicle ownership
Must be able to lift a minimum of 50 lbs
Able to communicate with customers in a professional manner
Software: iOS 15 or later, Android 10 or later
In addition, delivery pros must agree to abide by our Driver Community Guidelines & Dispatch Terms & Conditions. Before claiming their first order, drivers must complete a "Welcome to Dispatch" overview training (self-paced).
Dispatch offers monthly webinars for our delivery pro community to hear best practices and upcoming product changes. These are a great opportunity for delivery pros to understand expectations and how to apply them to daily deliveries.
In addition, pros may request 1 on 1 coaching as needed by emailing our Driver Support team. Our goal is to help our pros be successful and maximize their income potential with our services.
Dispatch reserves the right to deactivate a delivery pro who has not accepted an order for a period of 180 days or longer.
Section 2: Sunrun Certifications
To be eligible for Sunrun deliveries, delivery pros must agree to abide by the Sunrun Expectations as outlined and complete a formal coaching or training with Dispatch.
If a pro is found in violation of these expectations, they will be removed from participation in future Sunrun deliveries.
Section 3. Violations & Consequences
We aim to maintain best-in-class customer satisfaction, including professionalism, promptness, and reliability. To that end, Dispatch will discipline pros who fail to meet our standards of service:
Tier 1: Issues are addressed via a driver warning notice and completion of self-service training. These are typically small errors that are easily corrected, like:
Overcommitment of orders that result in late deliveries
Severely delayed customer pickup/drop-off without notifying the customer or Dispatch
Incorrect swiping/status updates
Leaving delivery items unattended at the drop-off location without customer consent
Poor or missing Proof of Delivery documentation
Unsafe or unprofessional attire
Customer Certification Non-Compliance
Tier 2: Issues that are more serious and could trigger an immediate suspension of up to 7 days. Delivery pros will need to attend a 1 on 1 coaching call to reactivate their account. Examples of these errors include, but are not limited to:
Pattern of repeat Tier 1 offenses, despite training/coaching provided
Unprofessional language or behavior towards a customer
Driving in an unapproved vehicle
Circumventing Dispatch platform, including:
Discuss payment details with customers
Incorrectly listing wait times
Refusing to take items from an order at pickup
Failing to complete all delivery steps required
Releasing 2 scheduled orders within 2 hours of pickup time within 7 days
Tier 3: These severe incidents trigger a permanent deactivation of the delivery pro account. Examples include, but are not limited to:
Pattern of repeat Tier 2 offenses, despite training/coaching provided
Identity theft or fraud
Lost, stolen, or damaged customer property, including delivery items, outdoor landscaping, or customer vehicles
Customer harassment
Blatant disregard for safety protocols
Sharing app access to unapproved people
Driving while under the influence
Engagement in conduct that negatively affects Dispatch's reputation
When the Dispatch team receives a complaint regarding a delivery pro, they will reach out to the pro to ensure we have obtained all information necessary to make a decision. The pro will be notified promptly on the status and next steps of the investigation. Once the disciplinary action has been issued, the pro may appeal the action but should be prepared that the appeal may be denied.
Customers may request not to be matched with specific pros based on previous history (including other apps). Dispatch will attempt to obtain additional information and offer the delivery pro corrective action to resolve the complaint. In some cases, Dispatch may request that the pro refrain from claiming orders for that particular customer to avoid termination from the platform.
Dispatch reserves the right to reduce or deny earnings if it is determined that the delivery pro failed to properly swipe in the app, deliver as required, or return undeliverable materials. Prior to any reduction in earnings, Dispatch will conduct a thorough investigation into the order issue to determine the cause and will notify the driver of the potential reduction. If the driver is found to be negligent or unwilling to resolve the issue, Dispatch may reduce the driver’s earnings accordingly.
The best way for pros to avoid these disciplinary actions is to show up on time, be courteous and professional, and follow all delivery instructions.
Section 4. Deactivation Appeals process
Deactivated pros may submit an appeal using the linked form.
The form must be completed and submitted to us no more than 30 days after the deactivation.
Dispatch will respond within 7 days.
Dispatch will review the delivery pro feedback with supervisor input and conduct additional investigation as necessary.
Appeal decisions are final.
Section 5. Harassment-Free Environment.
Dispatch is committed to ensuring an organization and Dispatch Driver Network free of harassment, discrimination, and retaliation for all our stakeholders, including the users of our services and our delivery pros. To uphold this commitment, Dispatch takes all allegations of harassment, discrimination, or retaliation seriously and will support our pros and users with an impartial investigation of all reports of harassment or discrimination.
If you feel you've been subject to such actions, please submit a complaint by contacting us via phone, email, in-app chat, or by filling out the Incident Report Form.
More details on our Harassment policy can be found here.