Issue
Resultant and corrective actions where applicable
• If a customer hands over mail in a container not permitted for the service or format or not in adherence to the relevant container requirements during the standard access window • Where Royal Mail for operational reasons is unable to process the posting (s) or relevant segment of the posting (s) the posting (s) will be refused • If Royal Mail agrees that it is reasonably practical to process the posting (s) or relevant segment of the posting (s) it shall amend the posting docket accordingly And • Royal Mail reserves the right to levy surcharges to cover the reasonable costs of any additional handling that may be incurred in processing the mailing items and/or any administration costs • If a customer presents mail as Business Mail and it does not comply with the service specification, or is not in adherence to the Business Mail Contents Guidance and Permitted List: • Where Royal Mail for operational reasons is unable to process the posting(s) or relevant segment of the posting(s) the posting(s) will be refused • If Royal Mail agrees that it is reasonably practical to process the posting(s) or relevant segment of the posting(s) it shall amend the posting docket and charge for the revised service accordingly And • Royal Mail reserves the right to levy surcharges to cover the reasonable costs of any additional handling that may be incurred in processing the mailing items and/or any administration costs • If mailing items within a mailing or Relevant Segment of the mailing are stuck together then the mailing or Relevant Segment of the mailing will not be processed and Whistl will contact the Customer. If, in the opinion of Whistl, the mailing items cannot be separated without damaging the mailing items then the mailing or the relevant segment of the mailing will be returned to the customer.
Mail is not handed over in the correct container required for the service or format declared or adhering to the relevant container requirements
Non-compliant Business Mail Large Letters are presented
The Customer hands over Mailing items that are stuck together
12.7 Health and Safety
Issue
Corrective action
• The relevant bags/trays will be held and Whistl will contact the Customer. Either: • The overweight bags/trays will be returned to the customer. Or • If Whistl agrees that it is reasonably practical to do so, break down the mailing or Relevant Segment of the Mailing into compliant bag/tray fills, which meet Health & Safety standards at the applicable contract charge.
The weight of any bags/ trays exceeds the maximum weight specified (10.4kg).
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