Terms and Conditions of Service

1. Definitions

• “Company” refers to the logistics/dispatch operator providing services under these Terms.
• “Client” refers to any business, entity, or individual contracting with the Company for logistics or dispatch services.
• “Driver”, “Dispatcher”, “Coordinator”, and “Agent” refer to personnel executing or managing freight movements.
• “TMS” refers to Transportation Management System.
• “FMCSA”, “DOT”, and “CDL” refer to respective regulatory authorities and credentials under U.S. law.

2. Communication Policy

2.1 Authorized Channels

All communication must occur via approved and secure channels, including:

• Company email (corporate domain)
• Phone or voicemail
• Approved messaging platforms (WhatsApp Business, Slack)
• SMS via dispatch software
• Social media DMs (from verified business accounts only)

2.2 Professional Conduct

Communication must be professional, direct, and free of slang or emotionally charged language. Misconduct will lead to disciplinary or legal action.

2.3 Record-Keeping

Critical instructions and load-related disputes must be documented in writing. Verbal agreements are non-binding unless confirmed via email or dispatch platform.

2.4 Confidentiality

All communications are subject to the Electronic Communications Privacy Act (ECPA) and our internal NDAs.

3. Load Scheduling and Assignment

3.1 Compliance Requirements

All assignments must:

• Follow Hours-of-Service (HOS) regulations
• Avoid overloaded or improperly dispatched vehicles
• Be scheduled via the TMS system

Manual scheduling is allowed only during emergencies and must be logged for audit.

3.2 Scheduling Factors

Load assignment considers:

• Driver proximity and availability
• DOT compliance
• Equipment readiness
• Customer deadlines

Violations (e.g., dispatching overworked or unqualified drivers) are strictly prohibited.

4. Legal and Regulatory Compliance

4.1 Minimum Standards

• All drivers must possess valid CDLs
• Vehicles must be fully registered, insured, and equipped with compliant ELDs
• All operations must meet DOT, FMCSA, and local/state laws

4.2 Audit and Documentation

All dispatch records must be stored for at least 6 months and be made available to regulatory bodies upon request.

5. Safety Standards

5.1 Environmental Conditions

Dispatch is suspended or rerouted in cases of severe weather alerts. Drivers may refuse a dispatch if safety is compromised.

5.2 Emergency Protocols

• All incidents must be reported immediately via phone and confirmed in writing
• Emergency systems (GPS panic alerts, hotlines) must be used where available

5.3 Training

Quarterly training is mandatory for all logistics personnel and covers topics like:

• HAZMAT handling
• Defensive driving
• Emergency response

6. Customer Service

6.1 Response Time

• General inquiries: within 4 hours
• Load updates: within 15 minutes
• Complaints: acknowledged within 24 hours, resolved within 48 hours

6.2 Interaction Logging

All customer interactions must be logged in the CRM or TMS, including timestamps and outcomes.

6.3 Dispute Escalation

• Initial response: Dispatch Team
• Escalation: Logistics Supervisor
• Final Review: Compliance Officer or Legal Counsel

6.4 Professional Tone

Discriminatory or aggressive language is strictly forbidden. Compliance with the ECOA and Title VII of the Civil Rights Act is required.

7. Documentation and Reporting

7.1 Required Documents

Personnel must record and submit:

• Load Confirmations
• Rate Confirmations
• Proof of Delivery (POD)
• Time Logs
• Dispatch instructions and deviations
• Incident reports

7.2 Submission Frequency

• Daily logs: end-of-shift
• Weekly reports: by supervisors
• Monthly compliance audits: by management

All reports must be submitted electronically in PDF, DOCX, or TMS-native formats.

8. Ethics and Professional Conduct

8.1 Prohibited Conduct

• Bribery or gratuity exchanges
• Falsifying records or logs
• Discriminatory or abusive language

8.2 Required Conduct

• Respectful communication
• Full compliance with NDAs and the GLBA
• Immediate reporting of violations

8.3 Consequences

Breaches may result in suspension, termination, or legal action.

9. Technology Usage

9.1 Authorized Tools

Only approved software and platforms may be used:

• TMS
• ELDs
• Company Email
• GPS Dash Cams

9.2 Prohibited Actions

• Using personal phones for dispatching or storing data
• Installing unauthorized software
• Using personal cloud/email accounts for business documents

9.3 Cybersecurity

All personnel must complete yearly cybersecurity training and report any suspicious behavior.

10. Dispute Resolution and Governing Law

Any legal disputes shall be resolved under the jurisdiction of the U.S. courts and follow applicable federal transportation laws. Binding arbitration may be pursued before formal litigation, depending on the nature of the claim.

11. Modifications and Updates

These Terms may be updated at any time. Clients and personnel will be notified via email and internal systems. Continued use of our services constitutes acceptance of any revisions.

12. Contact

For questions or clarifications regarding these Terms, please contact:

Compliance & Legal Department

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Effective: January 1, 2025