hazardous or
collection vehicle. Should it be unsafe to return the items in question, the items will be
prohibited goods
destroyed and any resulting costs passed to the customer via a supplementary invoice.
• Where prohibited or hazardous items are identified by Royal Mail, the items will be
destroyed. Should Whistl be notified of the destruction by Royal Mail, the customer will be
notified.
Courier services
• Should prohibited or hazardous items be identified by Whistl, the items will be automatically
quarantined and if it is safe to do so, treated as undeliverable and an undeliverable charge
applied. Should it be unsafe to return the items in question, the items will be destroyed and
any resulting costs passed to the customer via a supplementary invoice.
• Should prohibited or hazardous items be identified by Whistl’s carriers, the items will be
treated as undeliverable and an undeliverable surcharge applied if it is safe to do so, or
destroyed if it is not. Should an item be destroyed, any resulting surcharges or costs will be
passed to the customer via a supplementary invoice.
12.4
Collections & consumables
Issue
Resultant and corrective actions where applicable
Mail unavailable
If a pre-notified shipment is not available for collection on the nominated day despite the
at collection
pre- notification, that shipment will be considered void and will be logged by Whistl
Customer Services. A wasted costs charge will apply, unless the posting is cancelled by
midday on the day the collection is due, and if no other mail is collected.
Delay of collection If the customer is unable to meet the agreed collection time, and Whistl is not bound to
agree a later collection time, Whistl may refuse to accept the handover of the mailing.
Late consumable
If a request for consumables is received after the 15.00 hrs deadline the consumables will
request
be fulfilled two working days after the request was made.
notification
12.5 Delivery
Issue
Resultant and corrective actions where applicable
Failure to resolve
an address query
Should an address query not be resolved within two working days, the item will be treated
within the stated
as undeliverable and an undeliverable surcharge applied.
time period
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Whistl Tracked Services Customer Guide
v1.4.3
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