How often is partner quality performance reviewed?

Operational quality and rating signals are reviewed continuously, with tier and compliance outcomes evaluated on a recurring cycle.

What should partners do after a damage incident?

Document evidence immediately, report through the platform quickly, and follow the defined claim and resolution workflow.

Which documents require periodic renewal?

Common renewals include insurance, pollution and fitness records where applicable, along with any route or permit documentation.

Home/Partner Guides/Quality & Compliance

Quality Assurance

Quality Standards & Compliance Guide

Maintain 4.5+ rating, zero damage records, and regulatory compliance across all shipments.

Industry best practices that help partners improve service quality and compliance outcomes.

Quality and Compliance Priority Stack

Operational Safety

Maintain vehicle fitness, loading discipline, and route-safe execution standards on every shipment.

Documentation Integrity

Keep shipment records and compliance documents complete to reduce disputes and audit failures.

Corrective Action Speed

Respond quickly to incidents with evidence-backed reports and closure timelines.

Quality

Partner Rating Focus

SLA

On-Time Delivery Control

0.01%

Damage Rate

Tiered

Performance Incentives

4 Pillars of Quality Excellence

Safety & Security

✓ Vehicle maintenance & safety checks

✓ Secure packaging & sealing

✓ GPS tracking enabled at all times

✓ Insurance coverage in place

✓ Accident reporting procedures

Timeliness

✓ Pickup within scheduled time window

✓ On-time delivery to destination

✓ Real-time status updates

✓ Minimal delays & route optimization

✓ Communication for delays

Documentation

✓ Complete POD (Proof of Delivery)

✓ Accurate damage reporting

✓ Photo evidence when needed

✓ Customer signatures & receipts

✓ Compliance record keeping

Professionalism

✓ Professional behavior & language

✓ Customer service excellence

✓ Respectful handling of goods

✓ Adherence to dress code

✓ Issue resolution & follow-up

Vehicle Maintenance & Safety Standards

Monthly Safety Checks (MANDATORY)

Brakes & Suspension

Inspect for wear, leaks, responsiveness

Tires & Wheels

Pressure, tread depth, alignment

Lights & Signals

Headlights, taillights, brake lights, indicators

Fluids Check

Oil, coolant, brake fluid, windshield washer

GPS & Tracking

Devices working, charged, updated

Required Documentation (CURRENT)

Vehicle RC (Registration)

Valid, not expired. Vehicle must match registration.

Insurance Certificate

3rd party minimum, comprehensive recommended

PUC (Pollution Certificate)

Valid every 6 months. Required to transport goods.

Fitness Certificate

For goods carriage vehicles.

Driving License

Valid, with goods carriage endorsement if needed

Packaging & Handling Standards

Fragile Items

Minimum Requirements:

✓ Double boxing with 2-3 inch cushioning

✓ Bubble wrap for all components

✓ Foam inserts for corners

✓ "FRAGILE" stickers on all sides

✓ Sealed with strong tape

Damage rate allowed: 0%

Heavy/Large Items

Minimum Requirements:

✓ Sturdy wooden crate or plastic pallet

✓ Internal bracing for stability

✓ Weight distribution markings

✓ Corner protectors & edge guards

✓ Straps for vehicle transport

Damage rate allowed: 0%

Standard Items

Minimum Requirements:

✓ Original manufacturer packaging when possible

✓ Additional wrapping if needed

✓ Secure sealing with tape

✓ Clear item description label

✓ Photo documentation (for claims)

Damage rate allowed: 0.01%

Partner Rating System & Metrics

How Your Rating is Calculated

Component Breakdown

On-time Delivery35%

Damage-Free Shipments35%

Customer Satisfaction20%

Communication Quality10%

Total Rating100%

Rating Tiers & Benefits

Below 3.5 ⭐
⚠️ At Risk Period - 30 day improvement notice

3.5 - 4.0 ⭐
Standard Tier - 8-12% commission

4.0 - 4.5 ⭐
Growth Tier - 12-15% commission

4.5+ ⭐
Premier/Elite - 15-20% commission

How to Achieve & Maintain 4.5+ Rating

On-Time Delivery (35%)

✓ Plan routes 30 mins ahead
✓ Leave buffer time for traffic
✓ Notify early if delays expected
✓ Pick up on time daily
✓ Deliver before promised slot

Zero Damage (35%)

✓ Secure all items properly
✓ Use soft straps, not ropes
✓ Smooth/careful driving
✓ Avoid sudden braking
✓ Photo evidence at pickup/drop

Customer Satisfaction (30%)

✓ Respond to messages in under 5 mins
✓ Be courteous & professional
✓ Resolve complaints quickly
✓ Provide tracking updates
✓ Request ratings after delivery

Regulatory Compliance & Legal Requirements

Motor Vehicles Act Compliance

Mandatory Documents:

✓ Valid Registration Certificate
✓ Current Insurance Policy
✓ Driving License (valid)
✓ Fitness Certificate (if required)
✓ Permit (if inter-state)

Penalties for Non-Compliance:

🚫 Expired Insurance: ₹2,000 + impound
🚫 No Fitness: ₹5,000 + impound
🚫 Invalid Permit: ₹10,000 + seizure
🚫 Overloading: ₹2,000-5,000
🚫 Wrong route: ₹1,000-2,000

Rules of Road & Traffic Laws

Must Follow:

✓ Speed limits (45 km/h in city)
✓ Wear seatbelt always
✓ No mobile phone while driving
✓ Use helmets (bikes)
✓ Follow lane discipline

Consequences of Violations:

⚠️ Traffic fines: ₹500-5,000
⚠️ License suspension: 3-6 months
⚠️ Criminal case: ₹10,000+ jail
⚠️ Account suspension on ShiftingApp
⚠️ Insurance claim denial

Goods Transportation Rules

Restricted/Prohibited Items:

🚫 Explosives & flammables
🚫 Hazardous chemicals
🚫 Narcotics & drugs
🚫 Weapons & ammunition
🚫 Radioactive materials

Pre-Transport Actions:

✓ Verify contents before loading
✓ Check for dangerous goods stickers
✓ Request proper documentation
✓ Refuse suspicious shipments
✓ Report illegal items to authorities

Customer Service Excellence Standards

Communication Standards

Response Time

Within 5 minutes of customer message (during working hours)

Update Frequency

Every 1-2 hours during transit

Language & Tone

Polite, professional, in customer's preferred language

Behavior Standards

DO:

✓ Greet customers respectfully
✓ Call them by their name
✓ Explain any delays proactively
✓ Handle complaints with empathy

DON'T:

✗ Use abusive language
✗ Argue with customers
✗ Demand tips or extra payment
✗ Breach customer privacy

Incident Reporting & Claim Procedures

Incident Occurs

Damage, loss, or delay

Document Immediately

Photos + video proof

Report in App

Within 2 hours of incident

Investigation

24-48 hours by support

✓

Resolution

Claim settlement

Important:

• Late reporting (beyond 24 hrs) may result in claim denial
• Without photo/video evidence, claim settlement is unlikely
• Partner negligence = reduced or zero compensation
• Repeated incidents = rating penalty & tier demotion

Quality Improvement Plans (QIP)

If Your Rating Falls Below 3.5⭐

Week 1: Warning Notice

Email with detailed feedback on areas of improvement needed

Week 2: Improvement Plan

You submit action plan. We provide training, mentoring, resources.

Week 3-4: Monitored Period

Your performance closely tracked. Daily check-ins with support team.

End of 30 Days: Assessment

If rating improves to 3.5+, continue. If still below, account suspension or termination.

How We Support Your Improvement

Training Provided:

✓ 1-on-1 coaching sessions
✓ Video training modules
✓ Best practices webinars
✓ Peer mentoring from top partners

Resources Given:

✓ Personalized feedback reports
✓ Checklists & templates
✓ Quality improvement guide
✓ 24/7 support hotline access

Quality & Compliance FAQs

How often is my rating updated?

Rating is updated after every shipment within 2 hours of delivery confirmation. You can see real-time changes in your partner dashboard.

What happens if I have one damaged shipment?

One damage doesn't hurt your rating much (0.01% impact), but repeated damages reduce it significantly. Focus on pattern rather than single incidents. We provide training to prevent future damages.

Can I improve my tier quickly?

Yes! Tier upgrades are evaluated monthly. Focus on: on-time delivery (complete 100% of pickups/drops on schedule), zero damage (careful handling), and customer satisfaction (respond quickly, be professional). Most partners reach Growth Tier in 15-30 days with consistent effort.

What documents need regular renewal?

Insurance (every 12 months), PUC (every 6 months), Fitness Certificate (every 12 months). We send you reminders 30 days before expiry. Upload renewed documents immediately to avoid account suspension.

What's the damage claim process & how much do I pay?

Report within 2 hours with photos. For confirmed partner negligence: you pay 50-100% of damage amount from your earnings. For genuine accidents: partner insurance covers it. We investigate all claims within 48 hours.

Can I be suspended without warning?

Suspension without warning happens only for: transporting illegal items, severe traffic violations (hit & run), harassment of customers, or fraud. For quality/compliance issues, we give 30-day improvement period first. Honest partners always have a chance to improve.

How can I track my compliance status?

Partner Dashboard shows: current rating, document expiry dates, compliance status, vehicle condition report, and incident history. Check weekly to stay on top of requirements.

Commit to Quality Excellence

Follow our standards, maintain high ratings, and move up to Premier/Elite tiers earning 18-20% commission with zero-damage track records.