At Sherpa, we follow a rigorous onboarding process to ensure that all Driver partners are properly vetted before working on the platform. In addition Sherpa also monitors the ongoing performance of active drivers and provides refresher training modules when needed. Sometimes though, you could face negative experiences or incidents which you would like to escalate to our team for review.
If you need to report an incident with a driver, please:
- Contact us at firstname.lastname@example.org within 3 days of delivery completion (to make sure drivers have a clear recollection of the incident details)
- Provide us with as much information as you possibly can including
- Date and time of issue
- Job ID
- Images or CCTV footage
- Any other supporting information
- Understand that we need to take into account your description of events, as well as the driver's, so please be patient whilst we investigate and find a resolution.
You can also lodge your incident report/complaint with our Support team via live chat on our website or call us +61 2 4058 4005.
Alternatively, you can report you complaint by filling out the User Incident Report.