12.0 Procedures for Handling Non-compliant Mailings
If following the Customer’s inspection (or the expiry of the 24 hour period) Whistl remains satisfied that there has been an error, Whistl may proceed to implement the procedures within this section. Whistl will not undertake any remedial action until such time as the timescales, charges or surcharges for the rectification of such faults has been agreed in writing (including by email or by fax) with the Customer’s nominated contact. The following table details the actions Whistl may take in the event of non-compliance. In this table, ‘Relevant Segment of the Mailing’ means that part of the posting which relates to an individual mailing in relation to which the non-compliance has been identified.
Whistl reserves the right to sample mailings and postings received from the Customer to ensure compliance with the agreement. Failure to meet required standards will result in Whistl taking action in accordance with the procedures for handling non- compliant mailings/postings. Whistl will carry out checks on all mailings to ensure they are compliant with the terms and conditions of the agreement (including this Customer Guide). If Whistl has identified that mailings fail to comply with the agreement, Whistl shall notify the Customer, by telephone and/or electronically, and offer a reasonable opportunity for the customer to inspect the mailing as soon as is reasonably practicable after identifying the error but no later than within 24 hours after notification and will hold the mail pending agreeing a resolution to the issue with the customer.
12.1 Pre-notification and Pre-advice
Issue
Resultant and corrective actions where applicable
Non receipt of .tnt file pre-notification
• If the details of the Posting(s) have not been pre-notified Whistl shall be entitled to refuse handover of the Posting. • If the Customer fails to provide pre-notification by 08:00 on the day of collection and the Customer still wishes to hand over the Posting(s), the Customer must contact Whistl MAC to agree on arrangements for the handover of the Posting(s). • If the actual number of Letters, Large Letters or Packets handed over to Whistl varies from the .tnt file pre-notification, Whistl shall be entitled to refuse acceptance of the relevant segment of the Posting. It is required of the customer to provide bag ranges where the files are split. • If Whistl is able to agree to the handover of the relevant segment and is in receipt of the amended .tnt file then the Customer’s nominated contact will be notified. Although every attempt will be made to handover the mailing to the Royal Mail within the required timescales Whistl cannot guarantee this and the relevant mailing items may be processed as if they had been received on the following working day.
Inaccurate .tnt file pre-notification.
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