7.0 Collections
7.1 Collection times
Whistl will agree collection windows prior to a customer’s first collection. A schedule will be agreed which ensures
forecasted volumes are received by our network in time to meet our carrier injection times. Collection times are
considered fixed from this point, however may be changed by agreement between Whistl Customer Services and the
customer. Should forecast volumes increase, Whistl may look to adjust collection times to ensure carrier injection
windows continue to be met.
For our Premium Tracked Sunday service, items must be collected on a Saturday for injection into our carriers. Saturday
collections are by agreement only and may be subject to collected volumes, processing windows and carrier injection
times.
7.1.1 Changing a collection time
A request to change a collection time may take up to 5 working days to be processed. The request should be
made by email to Whistl Customer Services who will then investigate capability and capacity to ascertain
whether the change in time is acceptable. Whistl Customer Services will then confirm by email whether the
change may be made.
Whistl will always work to meet a customer’s requirements, there may be occasions where we are unable to
change a collection time where capacity and capability prohibit us from doing so.
7.1.2 Changing or adding a collection location
A request to change a collection location or add a new location should be placed a minimum of 5 working days
in advance of the change. The request should be made by email to Whistl Customer Services who will then
investigate capability and capacity to ascertain whether the change in time is acceptable. Whistl Customer
Services will then confirm by email whether the change may be made.
Whistl will always work to meet a customer’s requirements, there may be occasions where we are unable to
change a collection location where capacity and capability prohibit us from doing so.
7.2 Customer Health and Safety procedures
Whistl will require all drivers to wear safety shoes, high visibility jackets and comply with all customer site traffic rules
whilst on customer premises. All drivers should only have access to those areas directly related to the handover of
mailing items unless previously agreed with Whistl Operations.
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Whistl Tracked Services Customer Guide
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