Our Policies

The following policies are listed on this page. Please scroll down to view:

1. Privacy and Security Policy

2. Terms and Conditions of Service Policy

3. Health and Safety Policy

4. Unattended Delivery Policy

5. Goods In Transit and Liability Policy

6. Cold Chain and Temperature Controlled Policy

7. Chain of Responsibility Policy

North Coogee Couriers: Privacy & Security Policy

At North Coogee Couriers, we are committed to protecting the privacy and security of the information provided to us by our customers, senders, and recipients.

1. Information We Collect

To provide efficient courier services, we collect personal information including:

Sender & Recipient Details: Names, pickup/delivery addresses, phone numbers, and email addresses.
Service Data: Item descriptions, weights, delivery instructions, and proof of delivery (signatures or photos).
Payment Information: Credit card or banking details used for booking (processed via secure, encrypted gateways).

2. How We Use Your Information

We use your data strictly for the purpose of fulfilling our courier services, including:

Managing bookings and optimizing delivery routes.
Providing real-time tracking updates via SMS or email.
Confirming successful delivery with the sender.
Improving our local Perth operations and customer service.

3. Information Sharing & Disclosure

We do not sell or rent your personal information. Disclosure only occurs:

To Subcontractors: Only the necessary delivery details are shared with drivers assigned to your job.
By Law: If required by Australian legal authorities or for insurance claim purposes.
Third-Party Tools: We use secure logistics software to manage data, ensuring all providers comply with Australian privacy standards.

4. Security Standards

We take physical and digital security seriously to protect your items and data:

Digital Security: Our booking platform uses SSL encryption. Access to customer data is restricted to authorized personnel only.
Physical Security: While in transit, your parcels are kept in secure vehicles. For high-priority VIP shipments, items are under the direct supervision of a dedicated driver at all times.
Data Retention: We only hold personal information as long as necessary for tax, legal, or operational requirements. When no longer needed, data is securely destroyed or de-identified.

5. Your Rights

You have the right to:

Request access to the personal information we hold about you.
Request corrections to any inaccurate or out-of-date information.
Opt-out of any marketing communications (though essential service alerts will still be sent).

6. Contact Us

For any questions regarding your privacy or to report a security concern, please contact our Privacy Officer at northcoogeecouriers@gmail.com

North Coogee Couriers: Terms and Conditions of Service

By requesting a booking with North Coogee Couriers (the "Carrier"), the Customer (the "Consignor") agrees to the following terms:

1. Not a Common Carrier

The Carrier is not a common carrier and accepts no liability as such. The Carrier reserves the right to refuse the carriage of goods for any person or any class of goods at its absolute discretion.

2. Customer Warranties

The Customer warrants that:

They are either the owner or the authorized agent of the owner of the goods.
The goods are safely and properly packaged and labeled to withstand the ordinary risks of transit.
The nature, value, and description of the goods have been accurately declared at the time of booking.

3. Dangerous & Prohibited Goods

The Customer shall not tender for carriage any explosive, flammable, dangerous, or illegal goods without prior written approval. If such goods are discovered, the Carrier may at its discretion destroy, dispose of, or abandon them without compensation to the Customer.

4. Limitation of Liability

Risk: All goods are carried at the Customer’s risk. The Carrier shall not be liable for any loss, damage, or deterioration of goods while in transit or storage.
Excluded Loss: The Carrier is not liable for indirect or "consequential" losses (e.g., loss of profits, business opportunities, or interest) resulting from delay or damage.
Cap on Liability: Unless otherwise agreed in writing, the Carrier's liability for any single consignment is limited to a maximum of $100.00.

5. Delivery & Authority to Leave

The Carrier is authorized to deliver the goods to the address nominated by the Customer.
Delivery is deemed complete if the Carrier obtains a signature from any person at the address, or if the Customer has provided an Authority to Leave (ATL) in a safe place.
If a delivery fails due to incorrect address details or no access, the Customer will be liable for a Redelivery Fee.

6. Fees and Charges

All quotes are based on the dimensions and weights provided. The Carrier reserves the right to re-weigh and re-measure items and adjust the final price accordingly.
Futile Bookings: A fee will apply if a driver arrives at the pickup location and the goods are not ready or the location is inaccessible.

7. Claims & Time Limits

No claim for loss or damage will be maintained unless:

Damage: Written notice is received within 24 hours of delivery.
Non-delivery: Written notice is received within 7 days of the scheduled delivery date.

8. Force Majeure

The Carrier is not liable for any failure to perform its obligations due to circumstances beyond its control, including but not limited to: floods, storms, fires, accidents, strikes, or government-mandated closures.

9. Governing Law

This agreement is governed by the laws of Western Australia.

North Coogee Couriers: Health & Safety Policy

At North Coogee Couriers, the safety of our drivers and the public is our first priority. We maintain a Zero Harm objective. To achieve this, we enforce the following safety protocols for all pickups and deliveries.

1. Dangerous Goods & Prohibited Items

We do not carry hazardous, explosive, or illegal materials.

Customers must declare any Dangerous Goods (including lithium batteries or chemicals) at the time of booking.
We reserve the right to inspect packaging and refuse any item that poses a leak, fire, or health risk.

2. Animal Safety (The "Secure Your Dog" Rule)

Our drivers are instructed not to enter any property where a dog is loose or unrestrained.

Customer Obligation: If you are expecting a delivery, all dogs must be secured inside the house or behind a fence away from the access point.
Refusal of Service: If a driver encounters an unrestrained dog, they will not attempt delivery. The parcel will be returned to the depot or left at the gate (if safe), and a Redelivery Fee may apply.

3. Safe Access & Work Environment

We reserve the right to refuse a pickup or delivery if our staff feel their physical safety is at risk. This includes:

Aggressive Behaviour: Any verbal or physical threats from customers or members of the public.
Unsafe Terrain: Locations with structural risks, unstable ground, or lack of adequate lighting for night deliveries.
Inaccessible Sites: Areas where a vehicle cannot safely park or where the driver would be required to perform unsafe manual lifting (over 20kg without assistance).

4. Road Safety & Fatigue

North Coogee Couriers complies with all WA Road Rules.

Fatigue Management: Our drivers take mandatory rest breaks. We will not compromise road safety to meet a delivery window.
Adverse Weather: In the event of extreme weather (e.g., severe storms or bushfire risks), services may be suspended to protect our staff.

5. Incident Reporting

All safety incidents, near-misses, or "aggressive dog" encounters are logged in our internal safety system and, where required by law, reported to WorkSafe WA or local councils.

North Coogee Couriers: Unattended Delivery Policy

To ensure the efficient flow of our network, North Coogee Couriers follows these protocols when a recipient is not available at the time of delivery.

1. Authority to Leave (ATL)

By default, all residential deliveries are considered "Authority to Leave" unless the Customer specifically selects "Signature Required" during the booking process.

Safe Drop: If no one is home, our driver will leave the parcel in a location they deem safe (e.g., behind a pillar, inside a gate, or under a porch).
Proof of Delivery: Our drivers will take a photo of the parcel in its location as "Proof of Delivery" (POD). Once the photo is logged, the Company’s responsibility for the item ends.

2. Signature Required Shipments

If the Customer has requested a signature and no one is available to sign:

The driver will not leave the parcel.
A "Missed Delivery" card or SMS notification will be sent to the recipient.
The parcel will be returned to our local depot.

3. Redelivery Fees

If a delivery cannot be completed due to no one being home (for Signature Required items) or lack of safe access (locked gates/apartments), a Redelivery Fee will apply.

We will not attempt a second delivery until the redelivery fee has been paid or authorized.
After [1] day of unsuccessful contact, the item may be returned to the Sender at the Sender’s expense.

4. Unsafe Locations

Even with an "Authority to Leave" instruction, our drivers reserve the right to withhold delivery if there is no safe place to leave the item (e.g., an open sidewalk or high-traffic public area). In these cases, the "Signature Required" protocol will apply.

North Coogee Couriers: Goods in Transit & Liability Policy

1. Limited Liability (Standard Cover)

Unless otherwise agreed in writing, all services are performed at the Customer’s risk.

Standard Limit: The Company provides limited liability coverage up to a maximum of $100.00 AUD per consignment for proven loss or damage caused by the Company's negligence.
Excess: A $50.00 excess applies to all claims.

2. Items Excluded from Cover

The Company will not be liable for loss or damage to "Exempt Goods," which include:

High-Value Items: Currency, bullion, jewelry, precious metals, and deeds.
Fragile Goods: Glass, ceramics, and electronics that are not in original manufacturer packaging or professionally packed.
Perishables: Items prone to decay or temperature-sensitive goods (unless booked under a specific Cold Chain agreement).
Second-hand Goods: Items already showing wear or lacking protective transit packaging.

3. Requirement for Additional Insurance

We strongly recommend that Customers arrange their own Transit Insurance for items valued over $100.00. North Coogee Couriers is a transport provider, not an insurance broker, and we do not provide full-value indemnity for high-value cargo.

4. Excluded Risks

North Coogee Couriers shall not be liable for damage caused by:

Insufficient Packaging: Any item not packed to withstand standard courier handling.
Inherent Vice: Natural wear, hidden defects, or the nature of the goods themselves.
Consequential Loss: We are not liable for loss of profits, business interruption, or "emotional distress" caused by a delay or damaged item.
Force Majeure: Events beyond our control, including extreme Perth weather, bushfires, or major road incidents.

5. Claims Process

To be considered for a liability payout, the Customer must:

Notify us in writing within 24 hours of delivery (for damage) or 7 days (for non-delivery).
Provide Evidence: Digital photos of the damaged item and the packaging must be provided.
Retain Goods: The damaged item and all original packaging must be kept for inspection by our team.

North Coogee Couriers: Cold Chain & Temperature-Controlled Policy

This policy applies to all bookings involving perishable, chilled, or frozen goods. Maintaining the "Chain of Integrity" is a shared responsibility between the Sender and the Carrier.

1. Mandatory Notification

Customers must declare Cold Chain Requirements at the time of booking. Failure to disclose that goods are temperature-sensitive exempts North Coogee Couriers from any liability regarding spoilage or thermal degradation.

2. Pre-Conditioning Requirements

Pre-Chilling: Goods must be at the required transit temperature before the courier arrives. Our vehicles are designed to maintain temperature, not to "blast chill" warm products.
Packaging: Senders must use appropriate thermal packaging (e.g., insulated liners, gel packs, or dry ice) for high-sensitivity items to account for the brief duration of loading and unloading.

3. Receipt and Delivery (The "Handover" Rule)

To prevent temperature "excursions" (spikes), we enforce a strict handover protocol:

Pickup: We reserve the right to refuse a pickup if the goods are not at the correct temperature or are leaking.
Delivery: Cold chain items will never be left unattended unless a specific "Unattended Cold Delivery" waiver is signed. If no one is available to receive the goods, they will be returned to the depot at the Customer’s expense to prevent spoilage.

4. Liability Limitations

North Coogee Couriers is not liable for spoilage under the following conditions:

Packaging Failure: If the internal thermal packaging provided by the sender fails.
Pre-Loading Temperature: If the product was loaded at a temperature exceeding the required range.
Force Majeure: Delays caused by extreme weather, accidents, or mechanical failure of refrigeration units, provided the Company took reasonable steps to mitigate the risk.

5. Equipment and Monitoring

We utilize industry-standard thermal containers and/or refrigerated compartments. While we take every care, we do not provide continuous data-logged temperature reports unless this premium service is requested and paid for in advance.

North Coogee Couriers: Chain of Responsibility (CoR) Policy

1. Purpose

This policy ensures that all parties involved in the transport of goods for North Coogee Couriers—including our customers (consignors), loaders, and drivers—share the legal responsibility for road safety. Under WA law, "Influence = Responsibility = Legal Liability."

2. Shared Obligations

We manage the "Chain" by ensuring every link performs its duty:

The Customer (Consignor): Must provide accurate weights and dimensions. You must not set delivery schedules that force a driver to speed or skip fatigue breaks.
The Loader: Must ensure the load is distributed evenly to prevent the vehicle from becoming unstable.
The Driver: Must conduct daily pre-start vehicle checks and strictly adhere to WA road rules and speed limits.
The Receiver (Consignee): Must ensure safe and efficient access for unloading to prevent driver fatigue or unsafe roadside parking.

3. Zero Tolerance for Illegal Requests

North Coogee Couriers will refuse any request that encourages a breach of the law. This includes:

Requests to carry "over-mass" loads that exceed the vehicle's legal limit.
Demands for delivery times that would require speeding or driving while fatigued.
Loading goods that are not properly restrained for transit.

4. Reasonably Practicable Steps

We take "all reasonably practicable steps" to ensure safety, including:

Regular vehicle maintenance and safety audits.
Ongoing driver training in Load Restraint and Fatigue Management.
Reporting any "near misses" or safety breaches within the supply chain to prevent future incidents.

5. Compliance with WA Standards

While the national Heavy Vehicle National Law (HVNL) covers vehicles over 4.5 tonnes, WA's CoR laws apply to all vehicles (including light vans and utes). We strictly follow the National Transport Commission’s Load Restraint Guide to ensure every parcel is secured correctly.