Delivery Executive Code of Conduct

1. Professionalism and Appearance:
   1. Delivery executives must maintain a professional and tidy appearance at all times while representing the company.
   2. Uniforms or company-provided attire should be worn as instructed and kept clean and presentable.
   3. Delivery executives should adhere to grooming standards, including clean hair, neatly trimmed facial hair (if applicable), and no offensive body odour.
2. Customer Service:
   1. Delivery executives should provide excellent customer service, ensuring a positive and friendly attitude during interactions with customers.
   2. Delivery executives should handle customer queries, complaints, and concerns promptly and professionally, escalating issues to the appropriate channels when necessary.
   3. Delivery executives should ensure the accuracy of orders, double-checking items before delivery to prevent errors.
3. Vehicle Safety and Maintenance:
   1. Delivery executives must possess a valid driver’s license and abide by all traffic laws and regulations while operating their vehicles. Delivery
   2. Delivery executives should maintain their vehicles in good working condition, including regular maintenance checks, and ensuring tires, brakes, lights, and other essential components are in proper working order.
   3. Delivery executives should drive responsibly, avoiding speeding, aggressive driving, and other hazardous behaviours.
4. Timeliness and Efficiency:
   1. Delivery executives should strive to deliver orders within the designated timeframes, meeting or exceeding customer expectations.
   2. Delivery executives should plan their routes efficiently to minimize delays and optimize delivery times.
   3. Delivery executives should communicate any delays or unforeseen circumstances to customers promptly, offering updates and estimated arrival times.
5. Safety and Security:
   1. Delivery executives should prioritize their personal safety and security, being cautious while working in unfamiliar areas, especially during late-night shifts.
   2. Delivery executives should follow safety protocols when handling food, ensuring proper hygiene and sanitation practices are maintained.
   3. Delivery executives should report any safety concerns or incidents to the appropriate authorities and their supervisors.
6. Confidentiality and Data Protection:
   1. Delivery executives should respect customer privacy and handle any personal or sensitive information with the utmost confidentiality.
   2. Delivery executives should not disclose or misuse any customer information or data obtained during the course of their duties.
   3. Delivery executives should comply with all applicable data protection and privacy laws and company policies regarding the handling of customer information. (Provide the link to the same)
7. Non-Contact Policy
   1. Delivery executives must refrain from calling or reaching out to a buyer for any reason unrelated to order delivery. Any
   2. Any violation of this policy will be considered a serious offence.
   3. If reported by any buyer, the delivery executive involved will be subject to disciplinary action, which may include warnings, suspension, or termination, depending on the severity and frequency of the violation.
8. Training and Professional Development:
   1. Delivery executives should actively participate in training programs provided by the company, enhancing their skills and knowledge.
   2. Delivery executives should stay updated on product offerings, promotions, and policies to provide accurate information to customers.
   3. Delivery executives should seek feedback from supervisors and implement suggestions to improve their performance.
9. Handling of Fragile and Perishable Items:
   1. Delivery executives should handle orders that contain fragile items or perishable goods such as food or cakes with utmost care to prevent damage. In
   2. In the event that a buyer reports a damaged item upon delivery, a proper inquiry will be conducted to determine the cause of the damage.
   3. If the delivery executive is found guilty of mishandling or causing damage to the items, appropriate penalties will be imposed, which may include financial liability for the damaged items, retraining, suspension, or termination, depending on the severity and frequency of the offence.
10. Doorstep Return Assistance:
    1. Delivery executives should inform buyers about the doorstep return policy, which allows them to return items if they are unsatisfied with their order.
    2. Upon delivery, delivery executives should give buyers a maximum of 2 minutes to check the items in their order before departing from the buyer’s location.
    3. If the buyer expresses dissatisfaction with the items during the inspection, the delivery executive should assist the buyer by initiating the “Return to Origin” process.
    4. The delivery executive should provide necessary guidance to the buyer regarding the return process, including any required documentation or steps to be followed.
    5. It is the responsibility of the delivery executive to ensure that the return request is initiated correctly and promptly, facilitating a smooth return process for the buyer.
11. Communication of Potential Delivery Delays:
    1. Delivery executives should proactively inform buyers of any potential delays in the delivery schedule due to traffic or other unforeseen circumstances or changes to their orders.
    2. In the event that an order is rejected by the buyer citing a delay in delivery beyond the expected time of delivery, a thorough investigation will be conducted to determine the cause of the delay.
    3. If the delivery executive is found guilty of unreasonably delaying the order without any valid reason or failing to inform the buyer of a potential delay in advance, appropriate penalties will be imposed. Penalties may include warnings, forfeiture of incentives, financial liability for any associated costs, retraining, suspension, or termination, depending on the severity and frequency of the offence.
12. Compliance with Company Policies and Regulations:
    1. Delivery executives must adhere to all company policies, rules, and regulations, including those related to attendance, leave, and disciplinary actions. (Provide the link to the same)
    2. Delivery executives should report any policy violations, misconduct, or unethical behaviour witnessed within the company promptly.

This Code of Conduct is applicable to all delivery executives and serves as a guide to maintain professionalism, efficiency, and customer satisfaction. Violations of these policies may result in disciplinary actions, including warnings, retraining, suspension, or termination of employment, based on the severity and frequency of the offence.

Zero Tolerance Policy

1. The company has a zero-tolerance policy regarding the misuse of the platform’s technical limitations and engaging in moonlighting or delivering orders from other platforms by delivery executives.
2. Misusing the platform’s technical limitations includes but is not limited to:
   1. Manipulating or exploiting the system (intentionally standing in unserviceable areas of the city during active hours) to avoid order assignment or delay delivery without valid reasons.
   2. Engaging in fraudulent activities or using unauthorized methods to gain advantages or incentives from the platform.
   3. Intentionally creating disruptions or exploiting vulnerabilities in the platform’s operations or processes.
   4. Engaging in any other activities that violate the terms of use or policies set by the company.
3. Moonlighting refers to the act of delivering orders from other platforms while being employed or contracted with our company.
4. Any rider found misusing the platform’s technical limitations or engaging in moonlighting will face immediate termination of employment or contractual agreement.
5. In addition to termination, the rider will lose all accrued incentives and earnings, including any pending payments.
6. Leave Policy and Absence without Notice:
   1. If a delivery executive wishes to take leave, it is mandatory to apply for leave at least one day in advance and obtain approval from the relevant authority or manager.
   2. Leave applications should be submitted through the designated channels or communication platforms specified by the company.
   3. Absence from work without prior application for leave or approval will be considered a violation of the company’s policies.
   4. In case of an unapproved absence, the delivery executive will be subject to disciplinary action, which may include penalties, warnings, or even termination, depending on the severity and frequency of the offence.
   5. If a delivery executive is absent without informing the company in advance and fails to respond to calls from the manager or representatives of the platform for more than one day, it will be treated as a serious violation of the zero-tolerance policy.
   6. An immediate zero-tolerance policy will be applied, leading to the loss of all earnings, including salary, and possible termination of employment.
   7. It is the responsibility of the delivery executive to ensure timely communication with the manager or representative regarding any planned absences or unforeseen circumstances that may prevent them from reporting to work.
   8. The company may require supporting documentation, such as medical certificates, in the case of absence due to illness or emergencies.

Order Related Standard Operating Procedures

Order Pickup Procedure: 

1. Order Collection: Once an order is accepted by the delivery executive, the delivery executive should proceed to the designated seller’s location to collect the order. They should promptly notify the seller of their arrival.
2. Order Code Verification: As part of the delivery process, the delivery executive is required to share the order code with the seller or authorized personnel for identity validation purposes. This verification step ensures that the correct parcel is handed over to the authorized recipient.
3. Order Verification: Upon receiving the order from the seller, the delivery executive should verify the accuracy of the items. They should double-check the contents of the order against the provided order details to ensure that the correct items are being collected.
4. Quality Check: The delivery executive should inspect the condition and quality of the items, ensuring they are in proper condition for delivery. If any discrepancies or damage are identified, the delivery executive should immediately report them to the appropriate channels for resolution.
5. Packaging and Secure Handling: The delivery executive should handle the items with care and ensure they are properly packaged to prevent any damage during transit. They should follow any specific packaging instructions provided by the seller to maintain the integrity of the items.
6. Documentation: The delivery executive should maintain accurate documentation of the collected order, including any necessary signatures, invoices, or receipts. These documents serve as proof of successful order collection and are important for record-keeping purposes.
7. Dispatch: Once the order is ready to be dispatched, the delivery executive has to click on the “Dispatch” button inside the delivery platform.

Order Delivery Procedure: 

Upon successfully reaching the delivery destination, the delivery executive has to follow these essential steps to ensure a smooth and satisfactory delivery:

1. Confirm Arrival: The delivery executive should notify the customer of their arrival at the designated delivery location. This can be done through a phone call along with the “Arrived” button inside the delivery platform.
2. Verify Customer Identity: The delivery executive should verify the customer’s identity to ensure the order is handed over to the correct recipient. This can be done by requesting the customer to provide their name, order details, or any other identification method specified by the company.
3. Order Verification: 
   1. Before handing over the order to the customer, the delivery executive should double-check the items against the order details to ensure accuracy. This includes verifying the quantity, quality, and any specific instructions or preferences specified by the customer. The delivery executive is advised to click the photo of the order for his own safety.
   2. The delivery executive has to inform the buyer about the doorstep return policy, which allows them to return items if they are unsatisfied with their order. The delivery executive has to give the buyer a maximum of 2 minutes to check the items in their order before departing from the buyer’s location.
   3. In the doorstep order verification process, it is the responsibility of the delivery executive to ensure that the buyer does not take the order inside their home until the payment is made. This is done to ensure a smooth and transparent transaction process. The delivery executive should follow these guidelines:
      1. Inform the Buyer: Upon reaching the delivery destination, the delivery executive should inform the buyer that the order needs to be verified and payment needs to be made before the items can be taken inside the home.
      2. Explain the Process: The delivery executive should clearly explain to the buyer that the order verification and payment collection will be conducted outside their home to ensure transparency and security.
      3. Payment Collection: Once the order verification is complete, the delivery executive should collect the payment from the buyer as per the agreed-upon payment method (e.g., cash, digital payment, etc.) This should be done in a professional and courteous manner.
      4. Handover of Items: After the payment is made, the delivery executive can hand over the items to the buyer, ensuring that the buyer has received the correct order.
4. Courteous Delivery: The delivery executive should maintain a friendly and professional attitude during the delivery interaction. They should be responsive to any customer inquiries, address concerns or complaints promptly, and strive to provide excellent customer service.
5. Feedback Collection: The delivery executive should politely ask the customer for feedback on their delivery experience. This feedback helps the company improve its services and ensures customer satisfaction.
6. Timely Departure: Once the delivery is completed, the delivery executive should depart from the customer’s location promptly, respecting their privacy and property.

Order Return-Related Procedure:

Random Audits for Rider Quality Checks:

1. As part of ensuring adherence to the code of conduct and standard operating procedures, random audits will be conducted by the company.
2. Random audits may include customer support calls or in-app reviews to evaluate the delivery executive’s performance and compliance with the contract.
3. During customer support calls, the delivery executive may receive calls from the company’s customer support team posing as customers to assess their interaction and adherence to customer service standards.
4. In-app reviews may involve feedback and ratings provided by customers regarding their experience with the delivery executive’s service.
5. Random audits aim to ensure that delivery executives are following the code of conduct, maintaining professionalism, and meeting the company’s quality standards.
6. The results of these audits may be used for performance evaluations, training purposes, or taking appropriate actions, including rewards or disciplinary measures.
7. Delivery executives are expected to cooperate and provide accurate information during these audits.
8. The frequency and method of random audits may vary, and the delivery executive will be notified of any significant changes or updates regarding the audit process.

Order Acceptance Policy

A delivery executive is required to accept or reject an order within a timeframe of 2 minutes. Failure to take any action within this timeframe will be considered as a rejection of the order and result in the automatic routing of the order to the next available delivery executive. In such cases, the non-responsive delivery executive may face disciplinary actions and penalties, including downrating and imposing a penalty equal to order value or more depending on the severity and frequency of the offence. To maintain efficiency and provide prompt service to customers, it is essential for delivery executives to promptly respond to incoming orders within the designated timeframe. This ensures a smooth and timely order fulfilment process.

Floating Cash Settlement-Related Policies

During “Cash-on-Delivery” orders, there are instances where delivery executives receive payments in cash or through digital modes of payment directly from the buyer. This type of payment, which is received by the delivery executive and held temporarily until it is deposited, is referred to as “Floating Cash.”

1. Floating Cash Limit and Deposit:
   1. Delivery executives are permitted to hold a maximum amount of Rs. 3000 as Floating Cash. It is their responsibility to ensure the safekeeping of this cash while in their possession.
   2. To ensure proper handling and security of Floating Cash, delivery executives are required to deposit the accumulated cash at the designated “cash deposit points” provided by the company. These cash deposit points will be communicated to the delivery executives by their respective supervisors or through official channels.
   3. It is the responsibility of the delivery executives to stay updated with the latest information regarding the Floating Cash limit. They should regularly check the official communication channels, such as company emails, internal memos, or other designated platforms, to stay informed about any changes in the Floating Cash limit.
   4. Non-compliance with the updated Floating Cash limit may result in penalties or disciplinary actions, including warnings, deductions from incentives, or other appropriate measures, depending on the severity and frequency of non-compliance.
   5. The timely and accurate deposit of Floating Cash is crucial to maintain transparency and financial accountability. Failure to deposit the Floating Cash within the stipulated timeframes may result in penalties or disciplinary actions, including warnings, deductions from incentives, or other appropriate measures, depending on the severity and frequency of non-compliance.
2. Floating Cash Limit Update:
   1. The Floating Cash limit is subject to change from time to time as per company policies and requirements. Any changes to the Floating Cash limit will be communicated to the delivery executives through official channels.
   2. It is the responsibility of the delivery executives to stay updated with the latest information regarding the Floating Cash limit. They should regularly check the official communication channels, such as company emails, internal memos, or other designated platforms, to stay informed about any changes in the Floating Cash limit.
   3. Non-compliance with the updated Floating Cash limit may result in penalties or disciplinary actions, including warnings, deductions from incentives, or other appropriate measures, depending on the severity and frequency of non-compliance.
   4. By adhering to the communicated Floating Cash limit, delivery executives contribute to maintaining a transparent and efficient cash-handling process in accordance with company policies and guidelines.

It is important for delivery executives to follow these guidelines to uphold the trust and integrity of the cash handling process and to ensure smooth operations within the company.

Delivery Executive Remuneration Structure, Work Hours, Work Days and Zero Tolerance Policy

1. Quickiii Platform offers 2 different types of Remuneration structures, namely Hired, Per-Order Basis.
   1. Hired:
      1. The delivery executive’s remuneration will be based on the total number of active days. 
      2. Work Hours
         1. The daily work hours for delivery executives will be from 8:30 am to 9:30 pm.
         2. A one-hour lunch break will be provided, starting at 2:00 pm. During this time, delivery executives are expected to take a break and refresh themselves.
         3. The total active working hours for delivery executives will be 12 hours, excluding the one-hour lunch break.
         4. A day with more than 11 hours and 30 min active hours shall be considered a Full Day. Anything less than this shall be considered a Half Day. Anything less than 10 hours shall be considered as No Day.
         5. The company will maintain records of daily working hours to accurately determine if a delivery executive has completed a full day or half day of work.
         6. Any deviations or exceptions to the daily work hours or half-day policy must be approved in advance by the relevant authorities or management.
         7. It is the responsibility of the delivery executive to adhere to the scheduled work hours and ensure punctuality in reporting for duty.
      3. Remuneration Structure
         1. The base remuneration for Full Day is Rs600 per full day.
         2. The base salary for Half Day is Rs 300 per half day.
         3. Zero base salary for No Day.
      4. In addition to the general code of conduct, Zero Tolerance Policy on Moonlighting strictly applies to the Hired riders. It is strictly prohibited for hired riders to engage in moonlighting activities, regardless of whether they are on duty or have taken leave.
         1. Any violation of this policy will be considered a serious offence and will result in immediate termination of the rider’s contract or employment.
         2. If a rider is found to be moonlighting, all incentives, earnings, and benefits accrued during the contractual or employment period will be repealed.
         3. The company reserves the right to conduct investigations, including random audits, customer feedback analysis, and other means to identify cases of moonlighting.
         4. The termination resulting from a violation of the Zero Tolerance Policy for moonlighting is irreversible and will be enforced without exceptions.
         5. Hired riders are expected to dedicate their full-time commitment to our platform during the contractual or employment period and are not allowed to engage in any competing delivery services or platforms.
      5. Hired Rider is allowed a maximum of 1 rejection per day. However, any additional rejections of orders within the same day will result in a penalty equal to Rs 100 per additional rejected order.
   2. Per Order Basis:
      1. The delivery executive’s remuneration will be based on a per-order basis, calculated according to the distance travelled for each delivery.
      2. Remuneration Structure
         1. For the base distance of 4 kilometers, the delivery executive will receive a fixed amount of Rs25 per order.
         2. An additional Rs5 per kilometer will be provided for every kilometer travelled beyond the base distance, up to a total of 6 kilometers.
         3. For distances beyond 6 kilometers and up to a total of 10 kilometers, the delivery executive will receive Rs7 per kilometer.
         4. After reaching a distance of 10 kilometers, the delivery executive will receive a fixed amount of Rs10 per kilometer for any additional distance travelled.
      3. Work Hours
         1. The rider shall have flexible work hours.
         2. The rider shall be eligible for the daily incentives and other bonus only if the daily active hours is at least equal to 10 hours.
      4. The Zero Tolerance Policy with regard to the General Code of Conduct as mentioned in the Zero Tolerance Policy applies to the rider.
      5. Order Rejection Policy
         1. A delivery executive is allowed to reject a maximum of 1 order per day. However, any additional rejections of orders within the same day will result in disciplinary actions and penalties.
         2. If a delivery executive rejects more than one order in a single day, the following consequences will apply:
            1. Revoking of Incentives: The delivery executive will have their incentives for that day revoked or reduced as a result of order rejections beyond the allowed limit.
            2. Penalties per Rejected Order: In addition to the revoking of incentives, the delivery executive will be subjected to penalties for each rejected order beyond the maximum limit. The specific penalty amount will be communicated by the company and may vary based on the severity and frequency of the rejections.
         3. It is crucial for the delivery executive to manage their order acceptance responsibly and ensure that they do not exceed the maximum allowed order rejections. By maintaining a reasonable order acceptance rate, the delivery executive contributes to the efficient functioning of the delivery system and upholds customer satisfaction.
         4. The company emphasizes the importance of professionalism and accountability in handling orders. Non-compliance with the order rejection policy may result in further disciplinary actions, including warnings, suspension, or termination, depending on the severity and frequency of the offence.
      6. The remuneration structure is subject to change at the discretion of the company, and any updates or modifications will be communicated to the delivery executive through official channels.
2. In addition to the base remuneration structure mentioned in the contract for different Remuneration structures, delivery executives will have the opportunity to earn additional incentives and variable surge charges.
3. The details of these additional incentives and surge charges, including the eligibility criteria, rates, and conditions, will be provided within the delivery executive’s platform.
4. The additional incentives may be based on various factors such as order volume, delivery efficiency, customer ratings, and performance metrics.
5. Variable surge charges may be applicable during peak demand periods or in specific areas where demand is high, and the delivery executive will receive an increased payout for orders delivered during these times.
6. The specifics of the additional incentives and surge charges, including any applicable terms and conditions, will be clearly communicated to the delivery executive through the platform.
7. The company reserves the right to modify or update the additional incentives and surge charges program as deemed necessary. Any changes will be communicated to the delivery executive through official channels.

Delivery Executive Remuneration Settlement

1. The company will conduct weekly settlements of the delivery executive’s earnings, taking into account any applicable penalties and relevant taxes.
2. During the settlement process, the company will deduct any penalties incurred by the delivery executive due to policy violations or disciplinary actions. These penalties will be deducted from the total earnings before the settlement is made.
3. Additionally, the company will deduct any relevant taxes as required by the applicable laws and regulations. These tax deductions will be made in accordance with the prevailing tax rules and guidelines.
4. The remaining amount after deducting penalties and taxes will be settled and disbursed to the delivery executive on a weekly basis. The exact timing and mode of payment for the settlement will be communicated to the delivery executive through official channels.

It is important for the delivery executive to adhere to company policies, guidelines, and code of conduct to avoid penalties that may affect their remuneration. By maintaining compliance and professionalism, the delivery executive can ensure smooth remuneration settlements and financial transparency within the company.

Grievance Officer

Bhavarth Verma (Delivery Fleet Manager) | 9896886555