7.1 Collection times Standard collection times will be set up prior to the customer’s first collection and will be regarded as fixed from this point.These collection times are flexible however, if mutually agreeable to both the customer and Whistl Customer Services. Changes to collection times are to be considered by Whistl at the request of the customer. 7.2 Collection Time Change 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 provide 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. 7.0 Collection process
7.3 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. 7.4 Unloading and handover • Where the customer has been provided with Whistl containers, 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 a collection receipt. At handover, the Whistl employee will sign, time and date both copies of the collection receipt. Whistl and the customer’s driver will each, retain one copy of the collection receipt 7.5 Contingency In the event of a customer’s 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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