7.3 Addressing standards
Issue
Resultant and corrective actions where applicable
• If the amount of reject mail is > 5% of the total mailing, then the items will be manually sorted if Whistl agree it is operationally feasible to process. In this case the customer will be charged at the defined tariff rate for the rejected mail as set out in the contract agreement and the mail will be processed one day later. • If the amount of reject mail is less than 5% of the total mailing, then Whistl will agree to sort the rejected mail manually at no extra charge.
Mailing items that fail to meet the addressing standards as specified in Section 2.2 of the Customer Guide
7.4 Post presentation
Issue
Resultant and corrective actions where applicable
The customer hands over mailing items in poor condition
• Whistl staff will visually check the condition of the trays of mailing items upon handover. Any posting/mailing or relevant segment of the mailing obviously damaged or in a generally poor condition will not be accepted by Whistl. • Any mailing items that Whistl employees subsequently discover (prior to acceptance) to be damaged or in generally poor condition will not be processed. Whistl will contact the customer’s nominated contact and the customer may collect the mailing items. • 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. Where Whistl agrees that it is practicable to separate the mailing items, Whistl will do so. If, in the opinion of Whistl, the mailing items cannot be separated without damaging the mailing items then the customer must collect the mailing items.
The customer hands over mailing items that are stuck together
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