7.1 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, the timing of collections can be varied by agreement between the Customer and Whistl Customer Services. 7.2 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 notifications 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. 7.3 Customer Health and Safety Procedures Whistl will require all drivers to wear safety shoes, high visibility jackets and comply will 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. 7.0 Collection process
7.4 Unloading and handover at customer premises
• Separate mailings must be unloaded into separate containers which will facilitate the revenue protection checks against each mailing. • If presenting mailings on behalf of different customers, again these should be presented separately to support processing under separate streams • 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 consignment docket. At handover, the Whistl employee will sign, time and date both copies of the consignment docket. The customer and Whistl’s driver will each retain one copy of the consignment docket. 7.5 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. Whistl will not be responsible for any late or missed collections which occur as a result of a late notification of such change. 7.6 Non-Routable Mail Any items that are not presented as presorted, non routable, without full address or postcode or not complying with the requirements outlined in the International Presorted Customer Guide, will be defaulted to Whistl Allsort wherever possible if Whistl so elects. This includes items not presented according to this Customer Guide. In this case the customer shall pay the current Whistl Allsort rates and handling charge, as well as any over labelling charges.
International pre-sorted Customer Guide / August 2014 / V1
10
Made with FlippingBook - Online Brochure Maker