Supply Partner Operating Services and Standards and General Code of Practice.
These service standards and terms and conditions state what Group Transport Australia and our customers require from our suppliers/operators. By accepting jobs from Group Transport Australia, you are agreeing to fully comply with these service standards.
We expect our customers to have the best possible service and full attention to their requirements is needed. This ensures the customers’ satisfaction and encourages them to book with us again.
Service Standards Agreement
Arrive on time
Our customers expect that you will arrive on time for their collection. Group Transport Australia expects that Supply Partners have procedures in place to ensure drivers are on time and fully equipped with the customers requirements/journey details.
Departure (Booking) time
This is the time the customer expects to depart – the time mentioned for the collection as stated on the Driver’s Job Sheet and Customer’s Booking Confirmation. Group Transport Australia expects drivers to arrive and be ready for customers to board at least 10-15 minutes prior to departure. If there is an unexpected delay, please ensure the driver informs the customer (and Group Transport Australia if need be) that this has occurred.
Driver job sheet
Drivers need to have a full description of the journey details and customers requirements and have with them a copy of these details. (Either printed or electronically).
Driver Presentation
Drivers need to dress appropriately and in a presentable manner. Covered footwear is a legal requirement.
Driver Contact details
The supply partner needs to provide a contact number for the driver, as well as an emergency contact number. (This is usually the depot managers’ number).
Accessibility and Unable to Complete the Journey
It is the responsibility of the supply partner to check that there is appropriate access for the driver/vehicle to the pickup/drop-off location. If it is found the location is not suitable, the supply partner needs to advise Group Transport Australia as soon as possible. Group Transport Australia take no responsibility if any journey can not be completed where an issue/obstacle that had not been advised to us by the supply partner prior to the journey was the source. This includes but is not limited to unsealed roads, narrow access points, weight-restricted roads and bridges, overhanging trees/branches/cables, and roads with sharp turning points and/or declines/inclines.
Vehicle Standards
All vehicles must be fully compliant with local regulations, have seatbelts and air conditioning (or forced air). Vehicles must be well maintained, clean and free of smoke. Please ensure drivers do not smoke in or around the vehicle as many passengers will find this offensive and it’s hazardous to their health.
Conclusion of Journey Process
Please ensure the driver asks the passengers to check inside the vehicle to ensure no property is left behind. Also, request that the driver does a final check of the vehicle to ensure no property has been overlooked and left behind. Notify us as soon as possible of any lost property.
Driver Relationship with the Customer
Drivers must speak English to a high level, unless stated otherwise. (Eg: a Chinese tour group has requested a Chinese driver).
It is advised that drivers liaise with the group at the beginning of the journey to ensure all requirements and expectations have been discussed. If any reasonable requests are made by the customer, eg: a request for a toilet stop, or music to be played on the vehicle (if possible), the driver should comply with these. If the driver finds the requests to be unreasonable, they need to appropriately discuss this with the group.
If any issues arise, drivers should not argue with the customer. They need to liaise with the group in an appropriate manner to ensure a suitable outcome is obtained for all parties.
If needed, the driver (or supply partner) can contact Group Transport Australia. Drivers should always act in a suitable manner. No unsuitable comments should be made and no swearing of any kind. If done so, it is recognised as misconduct.
Possible Additional Charges
If additional charges occur due to the customer requesting additional journeys/services which were not previously confirmed, the driver/supply partnercan agree these directly with the customer when possible and cash be paid directly to the driver.
If this is not possible, these additions need to be confirmed and agreed to by Group Transport Australia. This can be done via phone or email.
Please see the following contact details –
Phone: 0285997987 / 0753911304
Email: operations@grouptransportaustralia.com.au
Group Transport Australia will not accept additional charges from the supplier should these additional journeys/services be carried out, without us being informed. (Should the driver/supplier carry out additional work without confirming, we will take measures to obtain the funds from the customer post-journey, but this can not be guaranteed and Group Transport Australia will not be liable for these charges).
If the supplier/driver agrees with the customer that additional journeys/services will be carried out and the charges will be paid by the customer to Group Transport Australia, please request the customer signs some form of an agreement, confirming they are aware and agree to these additional charges. Evidence of this will be required.
If the customer has paid a cash bond to the driver (or Group Transport Australia are holding the bond), and the supply partner requires a partial amount or the full amount to to be retained due any cleaning fees or damage to a vehicle, please ensure the driver takes photos or a video of the incident(s). This evidence must be taken and passed onto Group Transport Australia. (When contacting customers, they will request this evidence).
Third Party Service Suppliers
If supply partners wish to sub-contract jobs to third-party service suppliers, they need to confirm this with Group Transport Australia first. Third Party suppliers need to supply valid operational documents and be checked by us. Group Transport Australia will need written confirmation they have understood and agreed to our service standards.
Supply Partner and Driver Compliance
Group Transport Australia expects supply partners to have procedures in place to ensure all their drivers are legally allowed to drive and comply with the law. Where required, Driver Authorities must be displayed. If requested, supply partners must provide Group Transport Australia with copies of drivers’ licenses and passenger endorsements. (Some of our contracts will require this).
Vehicle Type and Specification
The supply partner is required to supply the vehicle which is detailed and stated in the Group Transport Australia Booking Confirmation. We understand that unfortunately, sometimes due to unexpected circumstances and vehicle breakdowns, suppliers are made to rearrange/change allocated vehicles. Supply partners are required to inform Group Transport Australia and confirm this, prior to providing the service.
Customer Complaints
Please aim to respond to complaints as soon as possible, ideally within 24-hours of receiving an email from Group Transport Australia which will have detailed the complaint.
If supply partners have a complaint regarding our customers, or drivers are having/had issues with them, please inform as soon as possible. (The overall decision regarding customers being refunded or not is down to the discretion of Group Transport Australia).
Supply Partner Terms and Conditions
The Customer
The customer is a person/business that has confirmed a service/services with Group Transport Australia. The customer is a customer of Group Transport Australia and the supply partner/driver should not attempt to interfere with this contractual relationship between the company and the customer. (Eg: the supplier/driver should not try to encourage the customer to make future bookings directly with them).
Supply Partner/Operator
The supplier partner is the vehicle and transport provider contracted by Group Transport Australia to provide the service which was obtained and confirmed by Group Transport Australia.
Required Documentation
Supply partners for Group Transport Australia are required by law to provide a valid/up to date copy of the following 3 documents. (Failure to do so will result in suppliers not being able to work with Group Transport Australia).
1) Transport Accreditation Certificates and ABN
2) Motor Vehicle Insurance Certificate of Currency
3) Public Liability Insurance Certificate of Currency
Confirming Bookings
Upon confirming a booking, the supply partner is agreeing to the price and service details as stated on the confirmation and will carry out the service as per these details. If any toll charges apply, please state these requirements and include them in the quoted price.
If a security bond is required, state this upon confirming the booking, so the customer can be informed. The bond will be paid directly to the driver as a cash bond upon boarding the vehicle, unless stated otherwise. (If you require Group Transport Australia to hold the bond, this needs to be advised upon confirmation).
Supplier Invoices
When submitting your invoice to Group Transport Australia, please ensure you mention the reference number on it. Email the invoice to accounts@grouptransportaustralia.com.au
Please ensure your bank details are mentioned on the invoice so payment can be successfully processed to your company.
Cancellations by the Supplier Partner
Upon confirming a job with Group Transport Australia, the supply partner is then responsible for delivering the service. If the supply partner cancels the booking and does not provide the service, Group Transport Australia will take all measures to re-allocate the work to an alternative supplier partner at the same price. If this price increases, the supplier who previously cancelled the job may be liable for any additional charges levied by the new supplier to carry out the service. (The difference in price between the two quoted prices. Group Transport Australia will ensure all possible measures are taken to avoid this).
If the supplier cancels a booking last-minute and a replacement vehicle is not possible, they may be accountable for any alternative transport costs (eg: taxis/ubers) and any related compensation payments.
Cancellations by Group Transport Australia
All bookings are not chargeable if cancelled with the supply partner by Group Transport Australia 48 hours or more before the stated collection date and time.
If cancelled less than 48 hours prior to the collection, the supply partner will receive a percentage of their confirmed rate. (This percentage can be agreed upon on a case by case basis).
Damage to Your Vehicles and Customer Behaving Inappropriately
Group Transport Australia is not liable for any possible damage to your vehicle by passengers on board, other vehicles, nor single vehicle accidents.
As an accredited operator it is your duty to ensure passengers are acting responsibly and in the correct manner. If you and the driver consider passengers to be too inebriated to travel and could possibly put themselves, other passengers and the driver at risk, then you’re within your right to refuse to transport them. If this unfortunate incident was to occur, please use your initiative and do not leave the passengers stranded and resolve the issue to the best of your ability.
Additional Points and Requirements
Please note that all our bookings are taken using the 24-hour clock.
Please travel via the most direct route possible, advising us of any additional charges for tolls if they are not already included in the price.
We expect a reasonable grace period on collections/pickups. This would be 10-15 minutes.
Where a full investigation has been carried out and the operator is shown to be at fault, Group Transport Australia holds the right to adjust operator pay at its own discretion should the above-agreed terms not be delivered.