11.1 Collection Times All Collections should be booked via mail@whistlmac. co.uk. This is our central customer services centre that are responsible for booking collections. Standard collection times will be set up prior to the Customer’s first collection and will be regarded as fixed from this point. However, if mutually agreeable to both the Customer and Whistl MAC, these collection times are flexible. For additional, adhoc collections a minimum 24 hour notice period is required, prior to 15:00hrs on the working day (Monday-Friday) before collection. 11.2 Collection Time Change and Cancellation Process The aim of this process is to ensure that requests for new or changes to existing collection times are managed in a controlled way. Whistl Customer Services will coordinate requests and notification of changes to collection times. Any requests for changes to collection times must be made by e-mail to Whistl Customer Services and may require at least 14 Working Days for change requests to be processed. Whistl Customer Services will confirm by e-mail, subject to capacity and capability, whether the change of collection time is acceptable. Whilst Whistl will endeavour to meet the Customer’s requirements, this may not be possible in every instance. The final decision regarding the allocation of collection times rests with Whistl. To cancel a collection, the customer must notify Whistl Client Services by e-mail before 10.30am on the day the collection is due. In the event of a customer not cancelling a collection, the wasted costs will be passed on to the customer using the applicable rates for Flexible Collection bookings. 1 1.0 Collection processes
11.3 Customer Health and Safety Procedures
Whistl will require all drivers to wear safety shoes and high visibility jackets whilst on customer premises and comply with all customer site traffic rules. All drivers should only have access to the areas of the customer premises directly related to the handover of mailing items unless previously agreed with Whistl Customer Services. 11.4 Unloading and Handover at Customer Premises Each separate mailing must be unloaded into separate containers which will facilitate the revenue protection checks against each Mailing. Where the Customer has been provided with Whistl magnums, the Customer site is responsible for loading and unloading the containers when and where directed by the Whistl driver. All Postings handed over to a Whistl driver must be accompanied by collection docket. At handover, the Whistl employee will sign, time and date the copies of the collection docket. The Whistl driver will retain copies of the collection receipt. 11.5 Contingency In the event of a Customer premises being inaccessible for any reason, the Customer must notify Whistl Customer Services of any alternative arrangements and any subsequent change to normal practice at the earliest opportunity.
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