Fee Disputes

Why are you charging me an additional charge?

At times the carriers will pass on additional charges that they believe apply to your booking. When making a booking via the Temando platform, you agree to additional charges being passed back to you.

Temando absolutely supports your right to dispute these additional charges, if you believe they are incorrect. We allow clients 10 business days to raise a dispute and will send you a reminder email.

Did you notify me about the fees?

Upon the generation of fees an email is sent to the nominated email on your Temando account in the “My Details” tab. This notification explains the charges and provides the due date. A follow up email is sent on the due date 7 days later if no payment has been made advising that the fee is scheduled for automatic payment the following day. Please ensure the email listed on your Temando account is current and you save us to your address book to ensure you receive these notifications.

Are you authorised to deduct the charges?

Yes, Temando has the right to deduct these charges from your stored payment method on your Temando account. At the time of booking in the Temando system you accept the terms & conditions that state; “The values I have declared will be used to provide quote pricing and that if these details are incorrect I may be charged extra costs if incurred to Temando. Temando will charge an administration charge of $25 if an extra fee is to be billed to you or in the event of a refund, which is additional to any fees or charges which may be charged from the carrier.”

I want to dispute a charge.

If you feel your charge was applied in error, please contact support@temando.com to commence your dispute. Temando will ask you for evidence supporting your claim as we need this information to be able to raise the matter with the carrier. To help with your dispute, please send through any evidence you can to assist us in getting the best outcome for you.

Evidence could include:

1. Photographic evidence showing the true measurements of the item
2. If you sent a satchel, please show photographic evidence of the item on a scale showing the dead weight
3. The manufacturer specification of the item, noting the weight & dimensions (including packaging)
4. A link to a website that shows the product/s being sent, noting the weight & dimensions
5. Internal or Supplier Invoice, noting the weight & dimensions

Why do I need to prove what I sent?

The carriers ship thousands of parcels each month, they are going to base their decision to charge any additional fees, from either the electronic dimensions that get scanned or by the drivers information. Temando can appreciate that mistakes are made, however carriers require solid evidence that they are incorrect to cancel any additional charge.

Without evidence, Temando is unable to obtain a credit from the carrier, which means we are unable to cancel your charge. Please provide whatever you can to assist us, get this charge cancelled for you.

What are the types of different charges that could be applied?

The below are some example of the types of charges that can be passed on by the carrier. Please note that this is not an exhaustive list and other charges may be applied.

Residential Charges

This charge can occur if a residence is listed as a business. If both pick up and receiving address is found to be a residence rather than a business a fee will apply to both. The location is determined as either residence or business based on council zoning. Wether the residence has a registered business with an ABN or operates solely as a business does not factor into the zoning. The reason for this charge is that carriers can offer different rates based on the fact that there will be a higher density of delivers and collections in business zoning.  

Redelivery Charges

At times carriers will not be able to complete the delivery due to the receiver not being at home to receiver their parcels or no ATL permission being granted on the booking. The carrier will leave a calling card and instructions on how to arrange a redelivery. Some carriers will charge a small additional fee to have the items redelivered. 

Overweight Charges

Incorrectly declaring the dimensions of the items being sent will result in a fee from the carrier in most cases. This fee can even be more than double the original cost of the freight. It is important to keep in mind the type of item you are sending as well; if your item is likely to slightly change shape during transportation having a margin built into your measurements may be beneficial. Carriers use highly calibrated laser dimensioning machines and so can be highly accurate. However as with all things some human error can occur. If you have received a fee for overweight items it is up to you to provide evidence that substantiates what you have entered into your booking. Photos of the package showing the length, width and height as well as the weight may be required. 

Hazardous Goods

Not identifying goods that are deemed Hazardous before shipping can result in extra fees. Items such as Batteries, liquids, flammable items, and even extremely heavy items in small packaging. If your item causes damage to any other packaging or causes a mess that requires attention your item will be deemed "hazardous".

Futile Charge

A futile fee generally means that a driver attended the pickup location and the goods were not ready to be collected, no one was home or the premise was closed. When selecting the "ready date" during the booking process, please ensure you select the day your item will be ready to be collected. Have your package/s labelled and ready to go by this date, and ensure you are available when the courier arrives to collect it (unless you have selected unattended pickup in the booking process).

Heavy Lift/Tailgate Surcharge

If the item being sent is over 25kgs and there is no forklift or assistance onsite, a heavy lift or tailgate help is required from the carrier. During the booking process, you can select various pickup and delivery options (such as forklift onsite or tailgate lifter required) as options - your quoted price will include these options, avoiding an additional fee after the fact.

Startrack ADA Charge

This means " Attempted Delivery Advice ", which is Star Track's way of saying " Attempted Delivery". This has only recently been introduced in 2016, and is simply put an attempted delivery charge. The charge is not controlled by Temando, and is passed on by Star Track to us when a delivery attempt is unsuccessful.