8.2 Collections & Consumables
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.
Delay of collection
• If the customer is unavailable 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. • If a request for consumables is received after the 15.00hrs deadline and there isn’t a suitable vehicle to perform the delivery, then the agreed flexible consumable delivery will apply. Alternatively the customer can chose to receive the consumables on the next available delivery vehicle. To agree to either, Whistl Customer Services will require written confirmation from the customer.
Late consumable request notification
8.3 Addressing Standards
Issue
Resultant and corrective actions where applicable
• If items are identified as presented without a valid address or return address, Whistl will return to the customer with the customer paying any resulting surcharges .
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 with visually check the condition of mailing items upon handover. Any item 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 the electronic copy of the manifest is not received by the time the items arrive into a processing depot, Whistl will quarantine the shipment. • If the electronic copy of the manifest does not accurately reflect the shipment, Whistl will amend the manifest file and notify the customer. The shipment is held in quarantine until the customer agrees with the amendment. If no resolution is found, the shipment will then be returned to the customer, with the customer paying any resulting surcharges. • The customer should apply a correct bag label displaying the correct service and destination. Bag labels should also be sequenced to show bag position in the range (eg bag 1 of 5). • If a customer presents items without a bag label attached, Whistl shall open the bag and process the items through the unsorted Allsort Service, with the customer paying current Allsort rates. • If a customer presents a bag with an incorrect bag label attached, but the items within the bag have been correctly sorted to a valid destination; Whistl shall process and invoice for the correct destination, and notify the customer.
Non Receipt of electronic manifest file
Inaccurate manifest file
Bags are not correctly labelled, or presented with no bag label
International pre-sorted Customer Guide / August 2014 / V1
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