Service Charter. Before leaving for an international delivery the unpacking crew will be provided with the following:

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1 Import - Delivery Standards Move Instructions Before leaving for an international delivery the unpacking crew will be provided with the following: - A nominated crew supervisor who is a fully trained international packer - A set of clear work instructions providing the name, address, and contact telephone number of the customer, directions to the address, the time or window of time the move is due to start, and the volume/weight of the delivery - Sufficient packing materials to carry out the move to international standards - An adequate tool kit to assemble furniture in the customers home - Mobile phone - Digital camera or camera phone Reporting Delays If the crew is delayed getting to the address to the point where they will not meet the start time or time window the crew must advise the office and the customer in advance of the starttime to re-assure the customer and provide a revised start time.

2 Arriving at the Home + Upon arrival at the customers home the crew supervisor must: - Introduce the crew by name - Ask permission to park on driveway if this is the best position for the truck/container The crew supervisor must then take a tour of the home with the customer to determine the details of the move. If the crew supervisor identifies issues that will change the length of the time taken to deliver they should inform the office. The crew must prepare for the delivery as follows: - Protect the entrance hall of the home with appropriate materials - Protect any carpets in the home - Protect stair rails/banister rail

3 Breaking the Seal Prior to breaking the seal a digital photograph should be taken of the seal. The crew should break the seal of the container or open the lift-van in the presence of the customer to verify that it has not been opened prior to arrival. If the seal has already been removed or has been compromised in anyway it should be reported immediately. Rules During Delivery The delivery crew must follow these rules: - None of the crew should consume alcohol or take any drugs that could impair working performance before or during the move - None of the crew should smoke in or around the home or while handling goods or leave cigarette ends or any other refuse anywhere near the customers property - None of the crew should criticize the company, the quality of packing, or any colleagues in front of the customer - The crew should always use walkways and only cross garden/lawn areas with the permission of the customer - All waste materials generated by the delivery crew (e.g. food scraps, wrappers, cigarette ends, empty drink containers etc.) must be removed from the customers premises and disposed of properly

4 Potential Hazardous Damage (Mould and Mildew) Should the delivery crew identify any damage to the shipment that could be considered hazardous to the customer or their new home (including mould and mildew, infestation, chemical odour etc.) they should immediately report this to the office who should attempt to contact the network company booking the move. The delivery office or booking company should contact the customer to identify the issue. Under no circumstances should the shipment be delivered into the customers new home without the express written approval of the customer identifying that the problem has been pointed out to them and accepting delivery at their own risk. Failure to comply with this requirement may render the network company at destination liable for any resulting claim from the customer for damage to the property or health related issues.

5 What s Included All import deliveries are to include the following services unless the customer specifies that they do not wish to receive the service in writing on the delivery sheet: - Unwrapping, un-crating, and placement of furniture - Reassembly of furniture that does not require extensive and/or specialist assembly or the services of specialist trade people e.g. plumbers, electricians, carpenters etc. Any item that requires two or more people over 30 minutes to service will be deemed to require specialist assembly - Unpacking and placing china, glassware, clothing, and other items onto a countertop, table, or bed in the room of the customer s choice - Removal of packing materials/debris at the time of delivery unless the shipment exceeds 5,000lbs where the customer is entitled to an additional debris collection provided that delivery was made to a mainland address within 30 miles of the destination city Unloading, Unpacking, and Unwrapping All unloading, unpacking, and unwrapping should be carried out to international standards. Source Materials: International Packing/Loading Manual

6 Unloading Digital photographs should be taken whenever the bulkhead has collapsed or if there is any poor loading or badly damaged items. Checking the Inventory Each item must be checked against the inventory or using a bingo sheet to confirm safe receipt. Any exceptions must be identified in writing reported to the office. Outturn Report An Outturn Report must be completed for every shipping container or lift-van shipment at the time it is unloaded. Any evidence of serious damage/shifting must be photographed, and the photographs submitted to the office with the Outturn Report. The Outturn Report and any photographs identifying serious damage must be returned to the Network Company that booked the move.

7 Leaving the Customers Home Upon completion of delivery the crew supervisor must: - Tour the home with the customer to make sure the service has been completed - Collect any tools and packing materials - Clean up refuse and debris inside and outside the home - The customer must sign the packing list/inventory to confirm the delivery - Wish the customer well and thank them for using Allied.