At GoPeople, we are committed to providing outstanding service to both our Senders and Recipients.
To maintain our high delivery standards, we have clear rules around Runner account suspensions for those who do not meet our Runner Delivery Service Standards.

When your Runner account is suspended, it means you are temporarily restricted from:

Accepting new delivery Jobs
Being offered or bidding for Runs
Accessing your profile for active jobs

✅ Important: A suspension can be temporary or permanent, depending on the nature and severity of the issue.

📋 Why a Runner Might Be Suspended

Your account could be suspended due to:

Reason	Explanation
Repeated delivery standard breaches	Examples: late deliveries, wrong deliveries, frequent returns.
Outstanding account balance	Balance falls below the allowed threshold (currently -$26.45).
Serious complaints	From Senders or Recipients (e.g., rude behavior, unsafe practices).
Non-compliance with documents	Expired ABN, insurance, police checks, RSAT certification.
Food safety breaches	Critical when delivering groceries or perishables for brands like Woolworths.
No-shows or abandoned jobs	Missing assigned runs without communication.

🏛️ GoPeople Suspension Policy

1. Temporary Suspension

If you repeatedly fail to meet the Runner Delivery Service Standards, your account may be temporarily deactivated for a minimum of two months.
You will be notified via email.
You have the right to appeal the suspension by contacting support@gopeople.com.au.

2. Permanent Suspension

Your account may be permanently suspended if:
- There are multiple repeated breaches of delivery standards, or
- A serious violation occurs that severely affects the trust of either the Sender or Recipient.
You will be informed via email.
You will also have the right to appeal through support@gopeople.com.au.

🛠️ What Happens After a Suspension

Once suspended:

A thorough internal review and investigation will already have been completed before the decision was made.
You will receive detailed notification (email or app alert) explaining the reason.
Depending on the cause, you may be asked to:
- Settle your outstanding balance (for financial suspensions).
- Provide updated documentation (compliance issues like expired ABN, insurance).
- Respond to complaints or participate in retraining.

✅ If the required actions are completed successfully, your account may be reinstated.

⚠️ Important Reminders for Runners

All suspensions are the result of a serious and fair review by the GoPeople team.
Runners are always given an opportunity to appeal or seek more information.
Professionalism, timeliness, and good communication with Senders and Recipients are critical for avoiding suspensions.

🛡️ How to Prevent Account Suspension

Tip	Why It Matters
Maintain professional conduct	Earns positive reviews, prevents complaints.
Monitor your delivery performance	High acceptance rates, low return rates matter.
Keep documents current	Ensure your ABN, insurance, RSAT, and police checks are always valid.
Communicate if delayed	Alert Senders and GoPeople if running late to avoid negative records.
Stay on top of your Runner balance	Keep it above the negative threshold to avoid automatic suspension.

✅ Maintaining a high level of service, reliability, and communication protects your status as a GoPeople Runner — and builds trust with both Senders and Recipients.