Operation Policy and Procedure

Policy for Customer

Waiting Fee Policy


 Free Waiting TimeWaiting Fee If Over
Pallets <= 530 minutsC$30 per 30 minuts
5 < Pallets < 1060 minutsC$30 per 30 minuts
Full Truck90 minutsC$30 per 30 minuts
Full Trailer180 minutsC$30 per 30 minuts


Refund Policy

  • Customers can freely cancel their shipping orders before claiming by drivers.
  • If orders have been processed, the customers could get a proportional refund when any damage has occurred and approved.


Policy for Driver


Driver disciplinary action policy

This policy describes what behaviour constitutes disciplinary action during interaction with customers

  • Failure to perform their job function
  • Misconduct
  • Harassment or violence towards customers and co-workers
  • Illegal behaviour
  • Inappropriate behaviour with co-workers or customers
  • Dishonesty
  • Discrimination
  • Procedures
    1. Counselling and a verbal warning
    2. Written warning
    3. Suspension and final written warning
    4. Recommendation for termination of employment

Driver complaint policy

The intent of this policy and procedure is to provide drivers with a flexible complaint resolution
the process which aims to resolve complaints in the best interest of all parties involved:

  • encourage all drivers to raise issues that are of concern as soon as possible
  • provide a process that aims to resolve complaints informally (where possible) but still allows
    for formal resolution or use of mediation if required.
  • ensure that our company will follow transparent, fair and timely procedures for addressing
    complaints, grievances and problems in accordance with principles of natural justice, ensuring
    that all parties are treated equally and fairly.
  • ensure that no driver is penalized or disadvantaged resulting from the raising of a
  • ensure the information will only be disclosed to the parties directly involved in the complaint.

Bring Your Own Device (BYOD) policy

UUCargo grants its employees and drivers the privilege of purchasing and using smartphones and tablets of their choosing at work for their convenience. UUCargo reserves the right to revoke this privilege if users do not abide by the policies and procedures outlined below.This policy is intended to protect the security and integrity of UUCargo’s data and technology infrastructure. Limited exceptions to the policy may occur due to variations in devices and platforms.

  • Acceptable Use
    • The company defines acceptable business use as activities that directly or indirectly support the business of UUCargo.
    • Devices may not be used at any time to:
      • Store or transmit illicit materials
      • Store or transmit proprietary information belonging to another company
      • Harass others
      • Engage in outside business activities
      • Etc.
    • Employees and drivers may use their mobile device to access the following company-owned resources: email, calendars, contacts, documents, etc.
    • UUCargo has a zero-tolerance policy for texting or emailing while driving and only hands-free talking while driving is permitted.
  • Devices and Support
    • Smartphones including iPhone, Android, Blackberry and Windows phones are allowed (the list should be as detailed as necessary including models, operating systems, versions, etc.).
    • Tablets including iPad and Android are allowed (the list should be as detailed as necessary including models, operating systems, versions, etc.).
  • Security
    • In order to prevent unauthorized access, devices must be password protected using the features of the device and a strong password is required to access the company network.
    • Passwords must be at least six characters
    • The device must lock itself with a password or PIN if it’s idle for five minutes.
    • Rooted (Android) or jailbroken (iOS) devices are strictly forbidden from accessing the network.
    • Drivers access to company data is limited based on user profiles defined by IT and automatically enforced.



Compensation and bonus policy


Inclement weather or other emergency policy

  • On occasion, inclement weather may make it difficult for drivers to deliver packages to the customers.  Drivers are expected to make arrangements during periods of inclement weather which will enable them to arrive as soon as possible. In times of severe weather, drivers can call or contact UUCargo by email for instructions.
  • UUCargo will not penalize drivers for lateness or absence if a genuine effort has been made to deliver the package.
  • Procedures:
    • When a driver is unable to deliver or will be late to deliver because of inclement weather conditions, the employee shall contact UUCargo via email or phone as soon as possible to advise them of their absence or delay.


Face mask policy (during COVID-19)

  • Make wearing a mask a normal part of being around other people. The appropriate use, storage and cleaning or disposal of masks are essential to make them as effective as possible.
  • Procedures to wear a mask:
    • Clean your hands before you put your mask on, as well as before and after you take it off, and after you touch it at any time.
    • Make sure it covers both your nose, mouth and chin.
    • When you take off a mask, store it in a clean plastic bag, and every day either wash it if it’s a fabric mask, or dispose of a medical mask in a trash bin.
    • Don’t use masks with valves.



Policy for All


Data Protection Policy

  • UUCargo Data Protection Policy refers to our commitment to treat the information of employees, customers, drivers and other interested parties with the utmost care and confidentiality. We ensure that we gather, store and handle data fairly, transparently and with respect to individual rights.
  • Employees and drivers of our company must follow this policy. Partners and any other external entity are also covered. Generally, our policy refers to anyone we collaborate with or acts on our behalf and may need occasional access to data.
  • As part of our operations, we need to obtain and process information. This information includes any offline or online data that makes a person identifiable such as names, addresses, usernames and passwords, digital footprints, photographs, social security numbers, financial data etc.
  • Our company collects this information in a transparent way and only with the full cooperation and knowledge of interested parties. Once this information is available to us, the following rules apply.
  • Our data will be:
    • Accurate and kept up-to-date
    • Collected fairly and for lawful purposes only
    • Processed by the company within its legal and moral boundaries
    • Protected against any unauthorized or illegal access by internal or external parties
  • Our data will not be:
    • Communicated informally
    • Stored for more than a specified amount of time
    • Transferred to organizations, states or countries that do not have adequate data protection policies
    • Distributed to any party other than the ones agreed upon by the data’s owner (exempting legitimate requests from law enforcement authorities)
  • In addition to ways of handling the data the company has direct obligations towards people to whom the data belongs. Specifically we must:
    • Let people know which of their data is collected
    • Inform people about how we’ll process their data
    • Inform people about who has access to their information
    • Have provisions in cases of lost, corrupted or compromised data
    • Allow people to request that we modify, erase, reduce or correct data contained in our databases
  • Procedures
    • Restrict and monitor access to sensitive data
    • Develop transparent data collection procedures
    • Train employees in online privacy and security measures
    • Build secure networks to protect online data from cyberattacks
    • Establish clear procedures for reporting privacy breaches or data misuse
    • Include contract clauses or communicate statements on how we handle data
    • Establish data protection practices (document shredding, secure locks, data encryption, frequent backups, access authorization etc.)

Ethics policy

  • Respect for others: Treat people as you want to be treated. It’s mandatory to respect everyone you interact with. Be kind, polite and understanding. You must respect others’ personal space, opinions and privacy. Any kind of violence is strictly prohibited and will result in immediate termination. You’re also not allowed to harass or victimize others.
  • Integrity and honesty: Tell the truth and avoid any wrongdoing to the best of your ability. First, always keep in mind UUCargo’s mission. We all work together to achieve specific outcomes. Your behaviour should contribute to our goals, whether financial or organizational.
  • Conflict of Interest: Conflict of interest may occur whenever your interest in a particular subject leads you to actions, activities or relationships that undermine UUCargo.
  • Justice: Make sure you’re objective and fair and don’t disadvantage others. Give everyone equal opportunity and speak up when someone else doesn’t.
  • Lawfulness. Know and follow the law – always.  All workers and drivers are obliged to follow all laws which apply to our organization. You’re also covered by our confidentiality and data protection policy. You must not expose, disclose or endanger information of customers, employees, stakeholders or our business. Always follow our cybersecurity policy, too.
  • Competence and accountability. Work hard and be responsible for your work.


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