Carrier Procedure Manual

  1. The Shipper has to pack, load, stow, fasten, and unload the Goods into and out of your Vehicle safely and securely for the Transport. 
  2. The instructions of the Shipper must be followed, as provided by us to you and/or directly by the Shipper during loading or unloading the Goods for Transport. You shall inform us and the Shipper of any obvious inaccuracy and impracticability with such instructions.
  3. After completion of Transport and Delivery, you will transmit all Delivery Documents to the Shipper, via the Ofload App or Platform within 5 business days of completion.
  4. You are required to confirm Delivery took place on the Ofload App or Platform by 10am the day after the scheduled Delivery was completed.
Loading the truck/Pick up:
During Transport
Confirmation of Delivery
Drop off/Delivery
Cost of Transportation

It is your responsibility to ensure that:

a) when accepting Transport Orders, you are familiar with the pallet requirement and are equipped in handling all CHEP & Loscam pallet transactions; and

b) upon order collection, and prior to Delivery, a copy of the pallet docket has been received. Missing dockets and dockets with incorrect information need to be communicated to us prior to Delivery. We will not investigate any pallet enquiries/claims after the Delivery has taken place.

Proof of pickup

1. In the event of an accident or of damage, you will immediately inform us about any damages to and/or loss of Goods. 

2. The following information (so far as it is actually relevant) must be immediately submitted to us by means of photographic documentation:

a) the registration number and vehicle model of vehicles involved;

b) the place, time and circumstances of the accident or damage event;

c) name, address of the injured/dead;

d) extent of product leakage;

e) dispatch data;

f) measures taken by you;

g) return possibilities, and

h) pictures of the accident site.

3. You shall without undue delay notify any theft, robbery or any traffic accident with possible damage to and/or loss of the Goods to the nearest police station and us.

4. You will inform us of any complaints by the Recipient regarding the condition of the Goods and ensure that the Recipient notes such complaints in writing on the applicable Delivery Documentation.

5. In case of damages to and/or loss of the Goods during Transport, you must immediately notify us and must take and transmit to us (either via the Ofload App, Platform, email or as otherwise instructed by us) pictures of the damage, and to obtain further instructions from us.

  1. The Freight Charge is agreed upon on a case-by-case basis for each Transport Order.
  2. The Freight Charge is inclusive of all Carrier Transport Services and other applicable ancillary services outlined in the related Transport Order unless they are expressly marked as additionally chargeable or in a similar manner (eg "at cost" or "separately payable").
  3. The Freight Charge includes all expenses incurred by you, in particular any road tolls or other road user charges and all foreseeable and normal services by you, in particular those of the loading and unloading, if agreed upon between you and the Shipper in the respective Transport Order, as well as the costs of the loading. 
  4. If any special expenses not anticipated at the time of formation of an Agreement, any charges for transport insurance or any other additional costs may be incurred, you must obtain approval from the Shipper before such expenses are incurred. Where such expenses are approved by the Shipper prior to being incurred, they will be incorporated into the Freight Charge.

1. In the event that we provide incorrect information in a Transport Order the following applies:

a) If the volume/weight is actually lower than stated in the Transport Order, you will receive the agreed Freight Charge.

b) If the volume/weight (mass)/dimensions are actually higher than stated in the Transport Order, where such amended volume/weight (mass)/dimensions are such that the Transport Order can still be carried out under any applicable Laws, you will receive the corresponding adjusted Freight Charge.

c) In case of an incorrect loading or delivery address, as well as the incorrect indication of a loading or delivery date, we will be responsible for the costs of a second delivery up to the amount of the actual costs (and limited to the amount of the Freight Charge in the applicable Transport Order).

2. In the case that you incorrectly process or execute a Transport Order, the following applies:

a) where you are unable to collect the Goods at the delivery times specified in the Transport Order and on first attempt (eg due to lack of space, lack of loading aids, etc.), you must remedy the situation by means of a second attempt (coordinated by us with the Shipper). In the event of a delay of pickup by more than three hours, we are entitled to organise a replacement Carrier at the expense of you; and

b) without limiting any other liability of you under these Terms, you are liable for damages to the Shipper, the Recipient and/or us arising due to a delayed collection or Delivery and indemnify us from and against any claims from the Shipper and/or the Recipient against us.

A carrier can claim demurrage if the waiting time exceeds times as per below and they arrive on time for their booking time slot for collection location or time slot for delivery location. The time starts from their booked time slot (not before if the carrier arrives early) To claim demurrage, the carrier must show evidence that demurrage occurred.

The evidence requested is:

  • GPS data to show arrival and leaving times, or location data from using the Ofload App.
  • Notify Ofload at time when waiting is exceeding the below included hours to give the opportunity to contact the site and see if we can rectify the delay.

Demurrage does not apply when the carrier attempts delivery after the requested delivery date without first notifying Ofload or the carrier arrives after requested delivery time/window without notifying Ofload.

Demurrage claims must be presented to Ofload within 48 hours for LTL deliveries and within 5 business days for FLT loads to be considered. Any demurrage claims received later than this will be rejected.

Demurrage cannot be assumed in advance, rather it must be reported within the times prescribed above with appropriate evidence of delay at site for.


  • Single/Semi - 1.5hrs included, additional $20 per 15 min
  • B-double - 2hrs included, additional $25 per 15 min

Metro FTL

  • Single/Semi - 1hr included, additional $20 per 15 min
  • B-double - 1.5hrs, additional $25 per 15 min

Metro LTL

  • Rigid - 1hr included, additional $15 per 15 min


This Chain of Responsibility (CoR) Policy articulates Ofload’s commitment to ensuring compliance with chain of responsibility laws and the health and safety of all employees, the community and the environment.


CoR aims to make sure everyone in the supply chain shares equal responsibility for ensuring breaches of the Heavy Vehicle National Law do not occur. Under CoR laws, if you exercise (or have the capability of exercising) control or influence over any transport task, you are part of the supply chain and therefore have a responsibility to ensure the Heavy Vehicle National Law is complied with.Any person with an influence and/or control in the transport chain is a ‘party’ and includes, but is not limited to:

  • Corporations, partnerships, unincorporated associations or other bodies corporate;
  • Employers and the company directors;
  • Prime contractors of drivers;
  • An operator of a vehicle;
  • Schedulers of goods or passengers for transport in or on a vehicle, and the scheduler of its driver;
  • Consignors/consignees/receivers of the goods for transport;
  • Loaders/unloaders of goods; or Loading manager’s (the person who supervises
    loading/unloading or manages the premises where this occurs).


Adherence to this policy is a condition of undertaking any transport activities through the Ofload platform.


This Policy aims to ensure compliance with chain of responsibility laws under Australian legislation, incorporating:
Vehicle mass, dimension;

  • Driver fatigue;
  • Speed;
  • Load Restraint; and
  • Vehicle roadworthiness


Ofload, our employees, carriers and shippers (supply chain partners) have strict obligations under Chain of Responsibility legislation. Ofload will take all necessary steps to ensure we meet our obligations to employees, carriers, and shippers and conduct our operations safely and compliantly.

This shall be achieved by:

  • ensuring all legislation concerning the Chain of Responsibility is strictly administered and reviewed, including (without limitation) by external chain of responsibility consultants;
  • ensuring all employees are trained and provided with relevant information to equip all employees with the knowledge and capabilities to comply with chain of responsibility best practices and laws; and
  • having documented procedures and systems to cover all aspects of our operations involving the Chain of Responsibility.


Ofload and its supply chain partners must jointly take all reasonable steps to ensure that any vehicle is loaded in accordance with the applicable legal mass limits of the vehicle – including its gross, axle and axle group mass limits. Additionally, when moving freight containers, Ofload and its supply chain partners must ensure the driver is in possession of a valid Container Weight Declaration. Loads must be within maximum legal height,length and width and within overhang limits, either generally or under any permit or notice.


Ofload and its supply chain partners must take all reasonable steps to ensure that drivers are not fatigued, are fit to work, their rosters and schedules are compliant, and work and rest are in accordance with applicable hours of work regime.


Any carrier engaged by Ofload must take all reasonable steps to ensure that drivers do not commit a speeding offense, and if speed limiters are required to be fitted – ensure they are functioning properly. Ofload allocators are responsible for:

  1. Allocators must take into account the following when setting schedules (speed limits, distances that must be travelled, maximum permitted work hours and minimum required rest breaks, weather, potential traffic delays, traffic conditions, road works).
  2. Allocators are required to consult with Drivers and Chain of Responsibility Participants when setting schedules
  3. Allocators are required to consult with other Chain of Responsibility Participants if any schedule or time limit requested for the delivery of goods is, or is likely to be unable to be achieved without Speeding
  4. Allocators are required to have contingency plans for unexpected delays


Ofload and its supply chain partners must take all reasonable steps to ensure that all items placed in a trailer, or tray of a truck, must not be placed in a way that makes the vehicle unstable or unsafe and must be secured capable of withstanding forces of at least:

  • 80% of its weight in a forward direction;
  • 50% of its weight in a sideward or rearward direction; and
  • 20% of its weight in a vertical direction.

Details of responsibilities, procedures and methods are provided for in the NTC Load Restraint guide:2018.


Any carrier engaged by Ofload must ensure that all vehicles are inspected and maintained in line with the original manufacturer’s requirements, a daily check of equipment in use is conducted, and faults are recorded, reported and repaired.


Ofload may take disciplinary action against any supply chain partner who breaches this policy. The disciplinary action taken will be determined in the sole discretion of Ofload and may include:

  1. Further training in this policy
  2. Suspension from Ofload platform
  3. Termination of any contract between Ofload and the breaching supply chain partner (shipper or carrier)

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