PremierSort Customer Guide
Contents
1.0
PremierSort Overview .................................................................................................................................... 3 Introduction........................................................................................................................................................... 3 Service Summary............................................................................................................................................... 3 Summary of PremierSort services ..........................................................................................................4 Minimum volumes.............................................................................................................................................. 5 Addressing standards ..................................................................................................................................... 5 Address Format..................................................................................................................................................6 Suitable fonts and print formats.................................................................................................................6 tem dimensions & weight...............................................................................................................................6 Indicia for PremierSort .................................................................................................................................. 7 Pre-printed Indicia for PremierSort........................................................................................................... 7 Indicia Size.............................................................................................................................................................8 Return Addresses and Undeliverable Mail.............................................................................................9 Mail Presentation ............................................................................................................................................ 10 Mailing items ...................................................................................................................................................... 10 Mail sequence..................................................................................................................................................... 10 Flexibility............................................................................................................................................................... 10 Non-machineable items..................................................................................................................................11 Sealing......................................................................................................................................................................11 Using window envelopes................................................................................................................................11 Address...................................................................................................................................................................11 Address Block......................................................................................................................................................11 Address Label......................................................................................................................................................11 Clear Zones............................................................................................................................................................11 Paper colour.........................................................................................................................................................12 Printing...................................................................................................................................................................12 Consumables ......................................................................................................................................................13 Trays & tray labels.............................................................................................................................................13 E-Dockets and Collection Receipts..........................................................................................................13 Forecasting ..........................................................................................................................................................15 Collections .......................................................................................................................................................... 16 Collection times................................................................................................................................................. 16 Collection Time Change Process.............................................................................................................. 16 Customer health and safety procedures.............................................................................................. 16 Unloading and handover.............................................................................................................................. 16 Contingency........................................................................................................................................................ 16 Procedures for handling non-compliant postings ........................................................................17 Collections............................................................................................................................................................17 Consumables.......................................................................................................................................................17 Addressing Standards.................................................................................................................................... 18 Post Presentation............................................................................................................................................. 18
1.1
1.2
2.0
2.1
2.2 2.3 2.4
2.5 I 3.0
3.1
3.2 3.3
4.0
4.1
4.2 4.3 4.4 4.6 4.7 4.8 4.9 4.10 4.11 4.12 5.0 5.2 6.0 7.0 5.1 4.5
7.1
7.2 7.3 7.4 7.5
8.0
8.1
8.2 8.3 8.4
Appendix A Recommended machine-readable fonts
19
Appendix B Envelope specification
20
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1.0 PremierSort Overview
1.1 Introduction PremierSort offers customers a competitive and flexible service by sorting machine-readable Letters, Light Large Letters, Heavy Large Letters and Packets. 1.2 Service Summary 1.2.1 PremierSort 2 day Offers customers a competitive and flexible service by sorting machine-readable mail automatically.The PremierSort 2 day service is applicable to Letters and Light Large Letters and will be delivered the second working day (Mon-Sat) after the day of posting. Whistl will collect your unsorted mail, saving time and money.
1.2.2 PremierSort 3 day
The PremierSort 3 day service is applicable to customers mailing Letters, Light Large Letters, Heavy Large Letters and Packets. Mail will be delivered on the 3rd working day (Mon-Sat) after the day if collection nationally.
Day 0 • Unsorted mail collected from customers • Mail delivered to Whistl sortation centre
Day 1 • Mail machine sorted
Day 2 • Bags of sorted mail delivered to the Royal Mail • Bags are signed for by the Royal Mail • Royal Mail local sortation
Day 0 • Unsorted mail collected from customers • Mail delivered to Whistl sortation centre • Mail machine sorted Day 1 • Bags of sorted mail delivered to Royal Mail • Bags are signed for by the Royal Mail • Royal Mail local sortation
Day 3 • Delivered by Royal Mail
Day 2 • Delivered by Royal Mail
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Summary of PremierSort services
Format weight bands
Service
Light Large Letters
Heavy Large Letters
Letters (DL/C5)
Packets 0-100g 101-250g 251-750g 751-1kg >1kg
Letters 2 day Letters 3 day
Y
N
N
N
Y
N
N
N
N
Y
N
N
N
Y
N
N
N
N
Light large letters 2 day Light large letters 3 day Heavy large letters 3 day
N
Y
N
N
Y
N
N
N
N
N
Y
N
N
Y
N
N
N
N
N
Y
Y
N
N
Y
Y
N
N
Packets 3 day
N
N
N
Y
Y
Y
Y
Y
N
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2.0 Entry qualifications
2.1 Minimum volumes The minimum volumes a customer must reach per collection, prior to using Whistl’s PremierSort service is as follows: • Letters 10, 000 items
2.2.1 Post addressing Customers shall take into account changes to postcodes and other address information over time and ensure that new records are accurate (e.g. quarterly updates). Cleaning address data should not be a one-off activity, but an ongoing process. The best way to ensure that customers maintain the accuracy of their address files is to link their databases to Royal Mail’s Postcode Address File (PAF®) by using one of the third party products based on PAF® which are available. PAF® contains over 27 million UK addresses, including 1.7 million business addresses and 1.7 million Postcodes, which Royal Mail constantly update to maintain its accuracy. 2.2.2 The elements of an address To meet the required address standards each address includes one premise element, one thoroughfare element, one locality element and the Postcode as a minimum. Other elements may be included. If there is no thoroughfare element contained in PAF® this need not be included.
• Light Large Letters 1000 items • Heavy Large Letters 1000 items • Packets 250 items
If you are currently a Whistl Premier customer and wish to use the Whistl PremierSort service, please contact your Whistl Account Manager for more information regarding minimum volumes. 2.2 Addressing standards The Customer must ensure that the Addressing Standards set out in section 2.2.1 are met. Whistl reserves the right to sample Mailings and Postings received from the Customer to ensure compliance with the addressing standards.The sample quantity will be 10% (or min. 1000, whichever is the greater) items of the forecasted daily collection. Failure to meet required standards will result in Whistl taking action in accordance with the Procedures for Handling Non-compliant Postings/ Postings (see section 8 of the Customer Guide)
To fully explain these requirements, each element is described here:
J Bloggs
A Posting House
Organisation Sub-building Building name Building number
South Wing Bell House
Premise elements
B-25 Bell Complex
The Mews
Dependent thoroughfare
Thoroughfare elements
300 Western Road
Thoroughfare
Otterley Hedge End OXFORD OX4 5ZZ
Double dependent locality
Location elements
Dependent locality
Posttown Postcode
Postcode elements
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2.4 Suitable fonts and print formats Comprehensive testing has been completed by our machine supplier to provide a list of recommended fonts, which are available to customers. See Appendix A for the recommended fonts to be used. In order for maximum read rates to be achieved, only certain fonts can be used and the print quality must be of a high standard. For example, using typefaces that are more unevenly spaced than others (or printing labels on a dot matrix printer or on a printer where the ink is running low) may cause the item to be rejected by our sortation machines, which means having to resort to manual sortation– that can cause delay and affect the rate charged. 2.5 Item dimensions & weight PremierSort Letters Minimum Maximum Length (mm) 140 240 Height (mm) 90 165 Thickness (mm) 0.25 5 Weight (grams) 2 100* PremierSort Light Large Letters Minimum Maximum Length (mm) 140 330 Height (mm) 90 240 Thickness (mm) 1 4 Weight (grams) 2 100 PremierSort Heavy Large Letters Minimum Maximum Length (mm) 140 353 Height (mm) 90 250 Thickness (mm) >4 25 Weight (grams) 101 750 PremierSort Packets Minimum Maximum Length (mm) 140 381 Height (mm) 90 305 Thickness (mm) 0.5 50 Weight (grams) 0.5 1000 Note: The dimensions above have been determined by combining the Royal Mail specifications and the Whistl sortation machine specifications.
i) Premise elements Customers must include at least one of these four elements, so that a single delivery point is defined. Customers do not have to include all the premise elements (unless the premise elements used do not sufficiently describe an address), even if they are included in PAF®. ii) Thoroughfare elements PAF® will give one of three possible combinations: • No thoroughfare – no need to include anything in this part of the address. • A thoroughfare but not a dependent thoroughfare – include the thoroughfare. • Both a dependent thoroughfare and a thoroughfare – include the former. If space allows customers can also include the thoroughfare, though it’s not compulsory. iii) Locality elements Customers must include at least one locality element. They don’t have to include them all, even if they are included in PAF®. The post-town shall always be printed in capital letters (upper case), for example: BIRMINGHAM on a line on its own.The rest of the address can be either in all capital letters, or in capital and non-capital letters. iv) Postcode The address of all mailing items must contain the full and accurate Postcode. The Postcode must be able to generate an address from PAF® which can be matched to the minimum requirements above (at least one premise element, one thoroughfare element and one locality element). The Postcode must always appear in capital letters on its own as the last line of the address. The Postcode must NOT be: Two spaces must be included between the two parts of the Postcode.The first part (i.e. OX4) is the outward code; the second (i.e. 5ZZ) is the inward code. 2.3 Address Format Whichever delivery option is chosen, PremierSort allows significant savings to be realised on postage costs. How much depends on the address format chosen: Machine Readable Mail Whistl’s advanced technology has the unique capability to machine-read a higher proportion of computer printed mail. More mail will qualify for the pre-sorted discount, depending on the readability rate of the address. Mailings presented per collection must meet a minimum read rate of 95% to take advantage of the PremierSort pre-sorted savings. If the 95% read rate is not met, the percentage of items qualifying will be taken and the remainder will be charged at the reject rate set out in the contract agreement. • Printed on the same line as the town or county. • Underlined or punctuated.
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3.0 Indicia for PremierSort
3.1 Pre-printed Indicia for PremierSort
Whistl’s sortation machine can accept both pre- printed envelopes with the mail indicia or blank envelopes, which will be printed the same time the mail is sorted through the sortation machine. Please note that a combination of pre-printed indicia and blank envelopes cannot be accepted and the Customer must indicate whether they will be providing blank or pre-printed indicia envelops prior to utilizing the PremierSort service. Mailing items will only be accepted at Whistl DSA Centres if they bear an Indicia approved by Whistl. The Indicia cannot be used to access retail end-to end services nor for any other purpose than as set out in the Agreement and this User Guide. For Heavy Large Letters and Packets customers must either print both the Indicia and Return Address or leave both blank i.e. customers can’t print the indicia and leave the Return Address blank and vice versa.
All Mailing Items must carry a Whistl approved Indicia. The Indicia comprises: • Whistl’s Access Indicator which clearly identifies: • The Contract holder’s legal entity name • A registered design of the Contract holder • A trade mark design of the Contract holder • The Royal Mail Access Indicator, an example of which is set out below. The Royal Mail Access Indicator must not be used on any mailing items except in accordance with the Agreement and comprises: - The unique Licence Number – which will be provided once a Credit Account has been set up. - The letters ‘GB’ - Royal Mail’s Letter fan device (a registered trademark) An example of the Indicia template to be used can be found within this document. - A service indicator (‘S’), - The words ‘Postage Paid’
Indicia Positioning Template for the Large Design
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Indicia Positioning Template for the Small Design
3.2 Indicia Size
The top and right hand edge of the indicia zone (as set out in the above Indicia Template) should be aligned exactly to the top and right hand edges of the envelope.The Indicia must be printed within the Indicia zone (70mm across by 30mm deep with a 5mm clear zone). The Whistl unique licence number will be incorporated within the Royal Mail Access Indicator for use by the Customer. Mailings will not be accepted unless all mailing items show the licence number, which matches the account to which the mailing will be charged. Mailing items carrying any other Royal Mail indicia (For example Mailsort 1/2/3 or Presstream) or the access indicia of another carrier or Royal Mail customer shall not be posted under the Agreement.
There are 2 specified sizes for the Whistl Indicia and three types of designs the customer can choose from when pre-printing the indicia onto a mail item. The Whistl indicia ideally should be printed in black on white or light coloured paper. Other coloured indicia’s are possible, as long as they are in contrast by at least 50% in tone with the envelopes. This should always be checked with Whistl prior to printing. Note: The indicia must always be the darker in colour printed against a lighter background. Where an all over colour is used on an envelope, it is best to frame the whole indicia area in a rectangle and leave a 2mm white (or light) border around it. Any variation in size or colour from the specification above will need to be checked through the TNT Post before use.
Large PPI (‘S’) = 30mm tall & 15mm wide
Small PPI (‘S’) = 20mm tall & 15mm wide
Total length: 70mm
Total length: 61mm
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3.3 Return Addresses and Undeliverable Mail
Any undeliverable mailing item will be returned to the UK return address, provided on the mailing item. The format should consist of: • PO BOX Number (fixed element of the address) • The Customer Reference Number (variable element of the address. Each customer has one or more unique four digit identification numbers ascribed to them e.g. one number may denote marketing postings; one may denote transactional postings) • The Customer’s name (fixed element of the address) • Post Town (fixed element of the address) • PO Box postcode (fixed element of the address)
The customer shall ensure that every mailing item is clearly marked on the reverse with a UK Return Address. The below diagram shows the recommended format and positioning of the Return Address for all mailing items. This should be preceded with the words ‘Return Address’. Recommended format and positioning of a return address on the back of an envelope
Any alterations with this format should be clarified with your Whistl Account Manager.
The recommended position for a return address is on the reverse of the mailing item, in order to minimise confusion with the delivery address. Where it is not possible to print the return address on the back, it can be printed on the front (see below diagram). Recommended format and positioning of a return address on the front of an envelope
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4.0 Mail presentation
Mailings that are presented must be separated according to format and service:
Mail must be presented in mail trays which will be provided by Whistl. Mail must be placed in the trays un-banded, all facing in the same direction and the correct way up.Trays should not be over filled as it makes handling difficult and can cause sticking envelopes. In the case of Letters the mail should be placed with the address the right way up and sitting upright.
• 3 day service • 2 day service • Letter
• Light Large Letter • Heavy Large Letter • Packet
• If you require part of your mailing to be sprayed with an indicia or return address by our sortation machine. 4.2 Mail sequence PremierSort mail should be presented in a geographically random order.This maximizes throughput of the process and minimises risk of delay. The easiest way to make sure the mail is in random order is to stack the ‘print file’ by surname in alphabetical order. 4.3 Flexibility Please note that this is only applicable to Letters and Light Large Letters. Items must be flexible enough to bend into an ‘S’ along their longest edge. The “S” Test is intended to indicate when a mail piece is too stiff to be safely handled by the automation
E.g.
In the case of Light Large Letters and Heavy Large Letters the mail should be placed flat down with the address facing down. Where possible Packets should also be placed in trays where dimensions permit. If the dimensions are too large for a tray or if the Packet mailing is of a high volume, then please speak to your Whistl Account Manager regarding the use of magnums. 4.1 Mailing items The Customer must ensure where possible that mailing items of a similar weight, shape or size are securely placed in Whistl trays. The number of mailing items in each tray will depend on the nature of the mailing items. This will normally be determined by their size and thickness.
equipment without it being damaged by the equipment or it damaging the equipment.
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4.4 Non-machineable items
Format
Non Machineable Items
Polywrap, plastic or window envelopes without plastic film; enclosed inflexible objects such as coins, pens and keys; >5mm thick per item; heavier than 100g Polywrap, plastic or window envelopes without plastic film; enclosed inflexible objects such as coins, pens and keys; >5mm thick per item; heavier than 100g Loosely wrapped polywrapped items e.g. polywrapped items must be completely filled to the edge; polywrapped items with the address label inside the polywrap; items that do not have a flat surface area As per description for Heavy Large Letters but in the case of packets no cylindrical packets are permittable – only rectangular or square packets are machineable
Letters
Light Large Letters
Heavy Large Letters
Packets
NB: Do not use metal inserts (e.g. foil or aluminium), as any detection of metal will not allow any of the above formats to be machine sorted. 4.5 Sealing
Whistl sortation machine can only tolerate a maximum skew of plus or minus five degrees from the horizontal • Punctuation must be avoided (for example, don’t put commas or full stops at the end of lines) 4.8 Address Block The address block is defined as an imaginary box, which surrounds the address (including the addressee’s name).There must be a 5mm clear zone around this block. See Appendix B for the optimum mail template for each format. If you want to print a reference number or code near the address, then this must be printed either: 1. Within the address block as the top line of the address (and left justified to form part of the address):
Each item must be well sealed, taking care to avoid the use of too much gum or excess water which could result in envelopes sticking together. • Metal clips or staples must not be used. • The items must be sealed on all sides. • Packets must be well packaged and securely closed on all edges 4.6 Using window envelopes If the address is to be read through a window, please follow these requirements: • The window position must be at least 15mm from the left hand edge of the envelope, and at least 18mm from its bottom edge • The maximum gloss value of the window material should be 150 when measured at 60° in accordance with ASTM 2457 Standard test method for specular gloss of plastic films • The window haze should not exceed 75% in accordance with ASTM D1003 Standard test method for haze of plastic films • The item inside the envelope must fit securely, and not move around.The address must always be fully visible. The window should not infringe any of the clear zones on the mail piece. See Appendix B for the optimum mail templates for each format. 4.7 Address • All lines of the address must be justified left • The extremities of the address block must be at least 5mm away from the edge of the label or window • Excessively skewed addresses cannot be read.The
or
2. Outside the 5mm clear zone
4.9 Address Label
If an address label is used, it can be within an address window or applied directly onto the mail item. 4.10 Clear Zones You should leave the following areas clear of any markings. There areas are called ‘clear zones’, and are used by Whistl or Royal Mail machines to print and read codes on mail items and locate the address. The address must not encroach any of these clear zones:
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4.11 Paper colour If items are to be delivered in envelopes, the most suitable colours for envelopes are white, cream or buff. Other colours are possible, so long as they are light or pastel shades which contrast by at least 50% in tone with the address. Please do not use red or dark coloured envelopes, as it makes it difficult for our machines to read the address or codes. 4.12 Printing The address must be darker than the paper. For example don’t print the address in white ink on dark paper. Please do not use red or dark colour ink for printing logos, designs or text behind the address, as our machines cannot read against it.
4.10.1 Mandatory Clear Zones for Letter and Light Large Letter: • 5mm around the address • 18mm from the bottom edge and 115mm from the right edge • A zone of 15mm from the right hand edge and 70mm from the bottom edge • A zone of 115mm from the right hand edge and 10mm high with the zone’s top edge starting from 70mm from the bottom edge of the item Additionally no part of the address should fall within 40mm of the top if the mail piece. 4.10.2 Mandatory Clear Zones for Heavy Large Letter and Packets: • 5mm around the address • 5mm clear zones around the indicia if Whistl will be pre-printed by you (see section 3.1 for more information) • For mail items that do NOT have a pre-printed Whistl Indicia and return address, an area of 115mm x 55mm on the top right hand corner must be left clear of any markings for Whistl machines to apply a Whistl indicia and Return Address. Royal Mail may require spraying or applying a barcode on some or all of the Large Letters that we hand over to them. Therefore to minimize the negative visual impact this could have on the creative mail piece, the following clear zones should be met: • Starting 33mm from the left edge and stretching a total of 30mm wide • Starting from the bottom left and stretching upwards for a total of 150mm 4.10.3 Suggested Clear Zones for Light Large Letters and Heavy Large Letters
Portrait Large Letter – Rotate Normal Orientation
Barcode Area Barcode Label Area
GlossDetection Zone
Noisy /Dark BackgroundZone
150mm
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5.0 Consumables
Whistl trays and magnums must not be used for moving mailing items between either the customer’s sites or agent’s sites without prior agreement with Whistl Customer Services. 5.2 E-Dockets and Collection Receipts E-Dockets This tool has been designed to be easily accessible via the Whistl website.The tool allows you to declare your daily mail volumes for each of Whistl’s Unsorted services: PremierSort, PremierSort Flex and AllSort. It also allows you to create a unique tray card, which should accompany every mailing. Whistl will provide the customer with a login at the initial customer implementation. If you are an existing customer please contact your Whistl Account Manager for your login details. Please refer to the E-docket Customer Guide for more information. Collection Receipts If customers cannot use the Whistl E-docket tool, then we will provide the collection books at the initial customer implementation. The customer is required to complete the collection receipt with the specific number and type of mailings, number of trays/yorks/magnums/items from the customer nominated site to the Whistl Sorting Centre. Four signed copies of the collection receipt are required by the customer.This will be checked, timed and dated by the Whistl collection driver and an employee of the customer after the Whistl vehicle is loaded.Three copies will be retained by Whistl and the other by the customer as a receipt of collection. The handover of mailing items and the signing of the collection receipt does not constitute acceptance of the mailing items by Whistl.Acceptance of a mailing by Whistl only occurs after Whistl Goods In and QMC mail verification checks have taken place and all, if any, issues have been resolved. A mailing will only then be deemed to have been accepted by Whistl and subsequently the Royal Mail within.
Whistl will supply the relevant equipment required to Whistl customers which will only be used for the final transportation of mail to Whistl centres.Whistl will base the initial tray and container allocation based on the forecast figures provided by the customer. Whistl Customer Services will schedule a replenishment of Whistl trays and magnums based on the weekly forecast provided by the customer. Re-ordering equipment Please contact Whistl Customer Services on 01628 816768 referring to the notice period for trays and magnums below. Requests for delivery of consumables the next day must be received by no later than 15.00 hours. 5.1 Trays & tray labels Whistl will supply the customer with Whistl trays and lids for the sole use of conveying TNT Post specific mailings from the customer nominated site to the Whistl Sorting Centre. Whistl trays must not be used for moving mailing items between either the customer’s sites or agent’s sites without prior agreement with Whistl Customer Services. The customer will provide Whistl Customer Services with notice of their requirements and TNT Post will endeavor to provide the customer’s required amounts within the notice period.
Magnum Quantity
Tray Quantity
Lead Time Required
0- 50
0-200
24 hrs notice
51-100
201-400
48 hrs notice
100+
400+
72 hrs notice
Whistl will supply the customer with Whistl trays and magnums for the sole use of conveying Whistl specific mailings from the customer nominated site to the Whistl Sorting Centre.
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Example of a collection receipt:
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6.0 Forecasting
The customer must provide Whistl Customer Services with a daily rolling forecast of their mailing intentions. The forecast will include anticipated volume of mailing items and must provide details of the format of mailing items expected to be handed over on each of the next 7 working days.
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7.0 Collections
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. For additional adhoc collections, a minimum 24 hour notice period is required prior to 3pm on the working day (Monday-Friday) before collection. 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 Client Services will coordinate requests and notification of changes to collection times. Any requests for changes to collection times must be made by e-mail to Whistl Client Services and may require at least 14 Working Days for change requests to be processed. Whistl Client Services will confirm by e-mail, subject to capacity and capability, whether the change of collection time is acceptable. Whilst Whistl will endeavor 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. To cancel a collection, the customer must notify Whistl Client Services by email before Midday on the day the collection is due. In the event of a customer not cancelling a collection, the wasted costs will be passed on to the customer using the applicable rates for flexible collection bookings.
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 • Each separate mailing must be unloaded into separate containers which will facilitate the revenue protection checks against each mailing. • 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 mailings handed over to a Whistl driver must be accompanied by 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 premises being inaccessible for any reason, the Customer must notify Whistl of any alternative arrangements and any subsequent change to normal practice at the earliest opportunity.
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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. • If after Revenue Protection checks Whistl has identified that mailings fail to comply with the Agreement,Whistl shall notify the Customer, by telephone and electronically, and offer a reasonable opportunity to inspect the mail as soon as is reasonably practicable after identifying the error but no later than within 24 hours after notification. 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. • The following table details the actions Whistl may take in the event of non-compliance. In this table,‘Relevant Segment of the Posting’ means that part of the mailing which 8.1 Collections 8.0 Procedures for Handling Non-compliant Postings
Issue
Resultant and corrective actions where applicable
Mail unavailable at collection
If a pre-notified mailing is not available for collection on the nominated day despite the pre-notification that mailing will be considered void and will be logged by Whistl Customer Services. A wasted costs charge will apply, unless the posting is cancelled by Midday on the day the collection is due. If the Customer is unable to meet the agreed collection time, and Whistl are not contacted to agree the delay of the collection,Whistl may not accept the handover of the mailing
Delay of collection
8.2 Consumables
Issue
Resultant and corrective actions where applicable
Late Consumable request notification
If a request for consumables is received after the 15.00 hrs deadline and there isn’t a suitable vehicle to perform the delivery, then the agreed flexible consumable delivery will apply. Alternatively the customer can choose to receive the consumables on the next available delivery vehicle. To agree to either,Whistl Customer Services will require written confirmation from the customer.
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8.3 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
8.4 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 mailing/posting 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 custom 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 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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Appendix A Recommended machine-readable fonts
Things to avoid
Font Arial
Size 10pt 10pt 10pt 10pt 10pt 10pt 12pt 10pt 12pt 10pt 10pt 10pt 10pt 12pt 10pt 10pt 12pt 10pt 10pt 10pt 12pt 10pt 12pt 10pt 10pt 10pt 10pt
Typical problems that can cause your mail to be rejected are as follows:
Capelli-Plain Century-WP
• Characters with incorrect proportions e.g. stretched or condensed typefaces. Overlarge or small characters. • Quality of characters that are poorly printed or defined, either because they have been printed by poor quality printers, low resolution dot matrix printers or because the printer needs maintenance – worn ribbon, low on toner etc. Note: 10 point fonts read consistently better than 12 point fonts. A 12 point in one font may be smaller or larger than a 12 point in another font.
Classic Typewriter-Plain Corporate Mono-Plain
Courier
Courier New (TT)
Draft Plate-Plain
Dutch SWA
Helvetica
Letter Gothic Plain
Microscan-A
Microscan-B
New Century Schoolbook
Palatino
Pica Plain
Prestige Plain
Souvienne-Plain
Swiss SWA
Times Roman Weissach-Plain
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Appendix B Envelope specification
Mail piece guide shown 50% actual size
PremierSort Letters and Light Large Letters • The address must appear in the address zone, but must be at least 15mm from any edge and 15mm away from logo/design • Leave a clear zone 18mm from the bottom edge and 115mm from the right edge • Leave a clear zone 115mm from the right edge and 5mm high with its top edge 70mm from the bottom edge • The yellow clear zones must be kept clear for code making and for a return address to be sprayed by Whistl (if required)
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Packets
Heavy Large Letters
PremierSortPacket
PremierSort HeavyLargeLetter
55
55
Pre-printedReturnAddress
Pre-printed ReturnAddress
70
115
70
115
ADDRESS ZONE
381mm (max)
305mm (max)
ADDRESS ZONE
250mm (max)
353mm (max)
AddressZone Ensure your envelope is oriented to portrait.Place the blue box over the top left corner of themailpiece.Check that the address details fit entirelywithin the address zone. IndiciaZone Place the green box over the top right corner of themail piece. Ensure that theTNT Post indicia fitswithin the relevant zone: a. If you areprinting your indicia and return addressplease ensure your indicia iswithin the indicia zone (WxD:70x30mmwith a 5mm clear zone). b. IfTNT Post is printing your indicia and return address please ensure the greyed area is kept clear (WxD:115x55mm). RoyalMailCodeMarking Place the purple box over the bottom left edge of themail piece. It is recommended that the RoyalMail codemarking area is clear of any artwork.
150
AddressZone Ensure your item is oriented to portrait.Place the blue box over the top left corner of themail piece.Check that the address details fit entirelywithin the address zone. IndiciaZone Place the green box over the top right corner of themail piece.Ensure that the TNT Post indicia fitswithin the relevant zone: a. If you areprinting your indicia and return addressplease ensure your indicia iswithin the indicia zone (WxD:70x30mmwith a 5mm clear zone). b. IfTNT Post is printing your indicia and return address please ensure the greyed area is kept clear (WxD:115x55mm).
25
50
33
30
Mail piece guide shown 30% actual size
Mail piece guide shown 28% actual size
Positioning the address
For letters the address should appear on its long edge
For Light Large Letters, Heavy Large Letters and Packets the address should appear on its short edge
21
Whistl Ltd Meridian House Fieldhouse Lane Marlow Buckinghamshire SL7 1TB
Tel 01628 861503 Email moreinfo@whistl.co.uk
www.whistl.co.uk
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