Skip to main content
Primary Logo

Courier Performance Policy

Effective Date: 8 May 2026 · Version 1.0

This Policy sets out how Vyete measures, evaluates, and responds to courier performance. It explains the metrics used, the tier system, the improvement process, and the consequences of sustained underperformance. It supplements the performance standards set out in the Courier Distribution Agreement.

1. Purpose

Performance measurement serves two purposes: it ensures customers and shops receive consistent, reliable service, and it allows high-performing couriers to be recognised and rewarded. Vyete applies this framework fairly and transparently so that every courier can understand where they stand and how to improve.

2. Performance Metrics

Vyete measures courier performance across five categories, assessed on a rolling 30-day period unless stated otherwise.

2.1 Reliability

| Metric | Description | Target | Minimum | |---|---|---|---| | Acceptance rate | % of offered runs accepted | ≥ 85% | ≥ 75% | | Completion rate | % of accepted runs completed | ≥ 98% | ≥ 95% | | On-time delivery rate | % of deliveries completed within the stated service level | ≥ 95% | ≥ 90% | | On-time pickup rate | % of pickups completed within the confirmed pickup window | ≥ 95% | ≥ 90% |

2.2 Quality

| Metric | Description | Target | Minimum | |---|---|---|---| | POD completion rate | % of deliveries with valid proof of delivery recorded | ≥ 99.5% | ≥ 98% | | Damage-free rate | % of consignments delivered without damage attributable to courier | ≥ 99.5% | ≥ 99% | | Correct delivery rate | % of consignments delivered to the correct address and recipient | ≥ 99.8% | ≥ 99% |

2.3 Customer Satisfaction

| Metric | Description | Target | Minimum | |---|---|---|---| | Consumer rating | Average consumer rating (out of 5) on rated deliveries | ≥ 4.5 | ≥ 4.0 | | Shop rating | Average shop rating (out of 5) on brand-to-shop runs | ≥ 4.5 | ≥ 4.0 | | Complaint rate | Formal complaints per 100 completed runs | ≤ 0.5 | ≤ 1.5 |

2.4 Safety and Compliance

| Metric | Description | Target | Minimum | |---|---|---|---| | Incident rate | Chargeable incidents (courier-liable loss/damage) per 100 runs | ≤ 0.2 | ≤ 0.8 | | Policy violations | Confirmed Code of Conduct or policy violations | 0 | 0 | | Document compliance | All required documents (licence, insurance) current and on file | 100% | 100% |

2.5 Availability

| Metric | Description | Target | Minimum | |---|---|---|---| | Active sessions per month | Number of sessions with at least one completed run | ≥ 12 | ≥ 4 | | Response to assignment | % of run offers responded to within the acceptance window | ≥ 80% | ≥ 60% |

The minimum active sessions standard (≥ 4 per month) applies only after the first 90 days on the programme. There is no minimum hours requirement; couriers may work as much or as little as they choose, but activity below 4 sessions per month triggers inactivity review (see Section 7).

3. Performance Measurement

3.1 Data Sources

Metrics are calculated automatically from:

  • Courier App activity logs (acceptance, start, en-route, completion events).
  • GPS data confirming on-time pickup and delivery.
  • POD photographs and digital signatures.
  • Consumer and shop ratings submitted through the app.
  • Incident investigation outcomes.
  • Document expiry monitoring (licence, insurance).

3.2 Rating Visibility

Your current performance metrics are visible at all times in the Courier App under Performance → My Metrics. Metrics are updated within 24 hours of any qualifying event.

3.3 Minimum Volume for Assessment

Performance metrics are only used for tier classification and enforcement purposes once you have completed at least 50 runs in the rolling 30-day period. Couriers below this threshold are shown their metrics for information but are not subject to tier changes or improvement plans based on low sample size.

4. Performance Tiers

Vyete uses a four-tier system to recognise and manage courier performance:

| Tier | Criteria | Status | |---|---|---| | Elite | All metrics at Target or above for 60 consecutive days | Active; eligible for Elite benefits | | Verified | All metrics at or above Minimum Standard | Active; standard access | | Developing | One or more metrics between Minimum and Target | Active; receives coaching notifications | | Review | One or more metrics below Minimum Standard for 14+ days | Active pending improvement plan |

4.1 Elite Benefits

Couriers achieving Elite status receive:

  • Priority access to high-value and express runs before they are offered to the general pool.
  • An Elite badge visible to consumers and shops on your delivery profile.
  • Access to the Elite earnings bonus programme (details in the Courier App under Earnings → Promotions).
  • Preference in assignment during peak demand periods.
  • A dedicated support contact in the Courier App.

Elite status is reviewed weekly. If any metric falls below Target for 14 consecutive days, Elite status is temporarily suspended pending return to Target.

4.2 Tier Transitions

Tier changes take effect on the following Monday after the assessment confirms a change. Vyete will notify you via the Courier App and email when your tier changes, and explain which metric(s) triggered the change.

5. Performance Improvement Process

5.1 Coaching Notifications

When a metric moves into the "Developing" range (between Minimum and Target), Vyete sends an informational coaching notification via the Courier App. No formal action is required, but you are encouraged to review the relevant guidance in the app's Help section.

5.2 Performance Improvement Plan (PIP)

When any metric falls below the Minimum Standard for 14 or more days, Vyete initiates a Performance Improvement Plan.

What the PIP includes:

  • Identification of the specific metric(s) below standard.
  • Context (e.g., total volume, whether a single incident is distorting the metric).
  • A specific improvement target and timeframe (typically 30 days).
  • Guidance resources and recommended actions.
  • Access to a courier advisor for a one-to-one review call (optional but recommended).

Your obligations under a PIP:

  • Acknowledge receipt of the PIP within 3 business days in the Courier App.
  • Engage with the improvement resources provided.
  • Update Vyete if external factors are affecting your ability to meet the target.

5.3 PIP Review

At the end of the PIP period:

| Outcome | Result | |---|---| | All targets met | PIP closed; tier updated to Verified | | Partial improvement | PIP extended for 15 additional days; advisor contact required | | No improvement | Account review initiated | | Improvement but a new metric fell | Second PIP issued for the new metric |

6. Account Review and Deactivation

6.1 Trigger for Account Review

An account review is initiated when:

  • A PIP (including any extension) is not successfully completed.
  • Multiple critical metrics fall below Minimum Standard simultaneously.
  • A serious single-event failure occurs (e.g., multiple consecutive non-deliveries, a confirmed theft).
  • A safety-related incident that Vyete determines poses ongoing risk.

6.2 Review Procedure

During account review:

  • You may continue accepting runs unless Vyete determines a risk to consignments, consumers, or the public.
  • You will receive written notification of the review, including the specific concern(s).
  • You have 7 calendar days to submit a written response and any supporting evidence via the Courier App or [email protected].
  • Vyete will complete its review within 15 business days of receiving your response (or of the response deadline expiring).

6.3 Possible Outcomes

| Outcome | Description | |---|---| | No further action | Review concludes the concerns are not substantiated or have been resolved | | Extended PIP | More specific targets with closer monitoring for 30 days | | Category restriction | Temporarily restricted from certain run types (e.g., high-value, pharmaceutical) | | Temporary deactivation | Suspended from accepting runs for up to 60 days | | Permanent deactivation | Account closed; outstanding earnings settled per Earnings & Payment Policy |

6.4 Appeals

You may appeal any account review outcome within 14 calendar days of notification by emailing [email protected] with your account ID, the decision you are appealing, and supporting information. Appeals are reviewed by a senior member of the team within 10 business days. The appeal decision is final internally.

7. Inactivity

Couriers with fewer than 4 active sessions in any rolling 30-day period receive an inactivity notification after the first month and a review notice after the second consecutive month. Inactivity does not in itself result in deactivation, but Vyete may:

  • Re-allocate peak-period priority to active couriers.
  • Request confirmation that your details (licence, insurance) are still current.
  • Reach out to understand whether you intend to continue on the Programme.

An account with zero activity for 6 consecutive months may be closed with 14 days' written notice. Outstanding earnings are settled in the next regular payout cycle.

8. Fairness Provisions

8.1 Metric Exclusions

The following events are excluded from metric calculations:

  • Cancellations and non-completions caused by confirmed platform or shop error.
  • Incidents documented as caused by extreme weather or force majeure.
  • Any run period during which you have formally reported an emergency or incapacity.
  • Ratings or complaints later found to be inaccurate or made in bad faith following investigation.

You may request a metric adjustment review via [email protected] if you believe a specific event has unfairly affected your score.

8.2 New Courier Protection

Couriers in their first 60 days on the Programme are in a protected observation period. Metrics are tracked and displayed, but no PIP will be initiated during this period. Serious conduct violations are still subject to immediate action.

9. Contact

Performance queries: [email protected]

PIP and account review: [email protected]

Appeals: [email protected]