8.1 Collection times Standard collection times will be set up prior to the customer’s first collection and will be considered fixed from this point. However, if mutually agreeable to both the customer and Whistl Customer Services, these collection times are flexible. 8.2 Collection time change process The aim of this process is to ensure 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 to change collection times must be made by e-mail to Whistl Customer Services and may require at least 14 working days for changes 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. 8.0 Collection process
8.4 Unloading and handover at customer premises
• Separate mailings must be unloaded into separate containers which will facilitate the revenue protection checks against each mailing • Customers provided with Whistl containers are responsible for loading and unloading the containers when and where directed by the Whistl driver • All mailings handed over to a Whistl driver must be accompanied by a collection receipt. At handover, the Whistl employee will sign, time and date both copies of the collection re ceipt. Whistl and the customer’s driver will each retain one copy of the collection receipt
8.5 Contingency
In the event of 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.
8.6 Non-machineable or non-routable mail
8.3 Customer Health and Safety procedures
Non-machineable or non-routable mail includes mail for addresses outside the UK, for BFPO addresses, without a full address, or does not comply with, or is not presented in accordance with the specification outlined in the PremierSort Customer Guide. Mail classified as non-machineable or non-routable will be defaulted to Whistl AllSort wherever possible if Whistl so elects. In this case the customer shall pay the current Whistl AllSort rates and handling charge. If Whistl cannot, or elects not to, process the non- machineable mail, then the items will be returned to the customer at such time as Whistl may elect. This is likely to be at the same time as a future collection from the customer.
Whistl will require all drivers to wear safety shoes, high visibility jackets and comply with all customer site traffic rules whilst on customer premises. All drivers should only have access to those areas directly related to the handover of mailing items unless previously agreed with Whistl Operations.
14
Made with FlippingBook - Online catalogs