✔ WHAT TO DO
Verify Address & Geopin (UTL)
Compare the app address to both the package label AND the physical building. Check the Geopin before assuming the address is wrong.
Try All Access Codes (UTA)
Attempt every access code in the app. Check customer notes and delivery hints for gate codes or building entry instructions.
Find a Secure Drop Location (NSL)
Look for a spot hidden from the street, low foot traffic, protected from weather. If none exists, leave a "We Missed You" card near the door.
Select the Correct RTS Code
• UTA = can't access or enter
• UTL = can't find the address
• NSL = no safe drop location
• UTL = can't find the address
• NSL = no safe drop location
Complete Contact Compliance (App-Prompted)
After selecting the RTS code, the app will prompt you. Call and ring 12 seconds; if no answer, send a text. 8PM–8AM: Driver Support only.
Or Contact Driver Support
If customer is unlisted, disconnected, or you feel unsafe — call Driver Support instead. Also available any time as an alternative.
📌 KEY INFORMATION
CODE GUIDE
UTA — Can't access or enter (road closure, blocked entry, wrong/missing access code)
UTL — Can't find the address
NSL — No safe, secure drop location
SEQUENCE (APP-PROMPTED)
Try all options first
Select RTS code in app
App prompts Contact Compliance
Call 12 sec / text if no answer
8PM–8AM: Driver Support ONLY
⚠ IMPORTANT REMINDERS
All three codes require Contact Compliance for DC DPMO exemption
Wrong code = no exemption — match the code to your situation
No customer contact between 8PM and 8AM
DC DPMO EXEMPTION
UTA, UTL & NSL all eligible
via Contact Compliance
via Contact Compliance
✖ WHAT NOT TO DO
Don't Use the Wrong Code
UTA, UTL, and NSL are not interchangeable. Using the wrong code can result in a defect with no path to exemption.
Don't Ignore the Contact Prompt
The app prompts Contact Compliance after you select the code — don't skip it. No contact = no exemption = DC DPMO defect.
No Nighttime Calls
During overnight hours, contact Driver Support only. Do not call or text the customer regardless of the RTS code selected.
Don't Use Bad Weather for Access Issues
Road closures and blocked entry are UTA — not Bad Weather. Bad Weather is only when conditions make delivery physically unsafe.
Don't Leave Packages in Common Areas
If there is no secure location, NSL is the correct code. Do not leave packages in lobbies, hallways, or unsecured common areas.
Don't Avoid the Customer
Yes, it's important enough to say twice. If you fail contact compliance you risk delivery success, call compliance, DC DPMO exemption, AND your Scorecard!