How can I avoid a penalty being applied?

In order to avoid penalties, we would advise you to follow the Service Level Agreement (SLA) detailed in your contract. For example, you should always call a customer directly if you can’t locate them. If you receive no response, you should always call our customer services team on +1 (415) 855 3868, so they will help you contact with the customer.
Please collect CNS evidences follow our SLA including GPS(with time and day) arrival and leave, call and text history with customer during that time.
After all, if you are not able to locate the customer after the waiting time and our support team is not available, you should report a Customer No Show via email providing all the evidences to defend the case. This will help us in case the customer report a complaint against you.

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