Courier rules and procedures

These standard operating procedures apply to every PAK courier, whatever the transport. Following them keeps deliveries safe, fast and accountable.

1. Start of shift

  • Arrive at your warehouse on time and sign in to the PAK app.
  • Check your phone is charged and mobile data and location are on.
  • Collect your assigned parcels, scan each one and check the count against the app.
  • Check the parcel packaging; report any damage to the operator before leaving.

2. On the road

  • Follow the optimised route in the app unless traffic or the recipient's request requires a change.
  • Obey traffic rules. Motorcycle couriers must wear a helmet; car couriers park only where it is allowed.
  • Never leave parcels unattended in a vehicle or on the street.
  • Call the recipient 10–15 minutes before arrival when possible.

3. Handing over a parcel

  • Hand the parcel only to the recipient or a person they name on the phone.
  • Collect the exact amount shown in the app for cash-on-delivery orders before handing over.
  • Mark the parcel Delivered in the app immediately after hand-over.
  • Do not open parcels or allow inspection beyond what the sender allows.

4. When delivery is not possible

  • If the recipient does not answer, call twice and wait at least 10 minutes before leaving.
  • Mark the parcel Postponed with the agreed date and a clear reason.
  • If the recipient refuses the parcel or payment, mark it Refused with the reason and return it to the warehouse the same day.
  • Never mark a parcel Delivered that you have not handed over.

5. Cash and end of shift

  • Keep collected cash separate from personal money.
  • Return all undelivered parcels and hand over collected cash to the operator at the end of the shift.
  • The cash you hand over must match the app's total for your delivered cash orders.
  • Report incidents, accidents or disputes to support through the app the same day.

6. Conduct

  • Be polite and professional; you represent PAK.
  • Keep recipients' personal data confidential and use it only for the delivery.
  • Do not deliver under the influence of alcohol or drugs.
  • Breaches of these rules may lead to suspension of access.