How the Exchange is Responding to the Effects of COVID-19

The Exchange Remains Fully Operational

Transport Exchange Group is responding to the effects of COVID-19 in an empathetic, proactive and practical way. Our top priority is the health and safety of our trade community, partners and staff.

The Department for Transport has confirmed in writing that the work of the Transport and Logistics sector is essential and should continue to the greatest extent possible through this crisis. It is for this reason that we continue to operate with some adjustments.

Haulage drivers, managers, warehouse staff and all other logistics professionals need to continue to go about their business to keep supply chains moving, and government policy is clear that this applies to all supplies chains and not only those for food and medical supplies. At all times workers should however follow Public Health England guidelines on social distancing.

To download the full letter from Ben Rimmington, click here.

Our Approach to COVID-19

1. Safeguard our member businesses

It’s our collective responsibility to protect the integrity of the Exchange and safeguard the interests of our member businesses as much as possible. We’ve asked our members to pay drivers and carriers on time or even earlier if possible.

Rest assured that we are also closely monitoring slow payers reported to us. Payment cooperation ensures the smooth-running of businesses and keeps loads moving.

If you’re having difficulty or anticipate any problems, please speak to us.

New Complaints Resolution (coming soon)

We’ll be introducing a new Complaints Resolution process designed to resolve any payment issues quickly and efficiently.

2. Keep our members informed

Our marketing email communications will continue as usual, with helpful information sent out to members about COVID-19 developments, product releases or platform-related updates. You can also refer to our pop-up banners found on the log in page of the platform for information.

If your contact details have changed, see this article on how to update them.

3. Navigate situations accordingly

We realise that each member’s circumstances are different. If you’d like to discuss anything relating to your account, please contact us on 020 8993 7100.

We endeavour to treat your case with empathy and help you navigate your circumstances accordingly.

4. Provide continuous customer support

We aren’t compromising the support promised to our members during this time. Our team is still available to help at the same operating hours: Mon-Fri, 9:00 am to 5:30 pm.

In addition, we’ve expanded our team to cope with the increased volume of calls and enquiries relating to COVID-19.

5. Have a fully remote workforce

For the continued safety and wellbeing of our staff, our head office remains closed until further notice with all employees working from home. Our operating hours remain unchanged to ensure the continuity of business on the Exchange.

There are no impacts on our ability to keep the Exchange running reliably and securely.

6. Share best practices

Transport and Logistics is a key sector and we need to keep supply chains running, but that doesn’t mean the safety of our members must be compromised. Our digital tools and app functionalities allow you to keep your business running while stopping the spread of COVID-19.

We strongly recommend using our ePOD functionality and inform booked carriers of any changes made to your load requirements.
Don’t exchange any pens or paper with your customer.
When delivering a load, don’t hand over your phone to the recipient.
Our recommendation would be to first speak to the load poster and ask them if they will accept a photograph of the recipient’s signature.
If you are the owner of a company/warehouse/depot, keep your washrooms open for carriers to wash their hands when they arrive on site. If we are to fight this pandemic and protect each other, we must keep our hands clean. Please follow The Health and Safety Executive’s guidelines (HSE) and give access to these facilities.
Before quoting on a load or accepting a booking, please do your research and see if the country you are travelling to still has their borders open as this is continually changing.

For more tips on how to use our digital features to help stop the spread, click here.

7. Postponed meetings and events

With all our staff working remotely, we are complying with the government’s social distancing guidelines. We’ve cancelled any pre-arranged face-to-face meetings with members, employees or partners.

Our annual Members’ Evening, set to take place in June, is postponed until further notice.