BNO Complain Process

This is the process we follow if a customer calls and complain that their bin was out when it wasn’t.

• From the AWM Manage Page open the customer’s account.

       

• Verify collection address

 

• Check the collection service and collection frequency of the customer

 

• Check if there are special notes on the account notes

• Check the daily run page from the transport link page.

  

 

• Change the date to the date the customer was BNOed

   

• Click the customer’s type of service

 

• Check if the customer was included on the BNO report

 

 

 

• Once you verified customer was included on the BNO report, click View Image to double check that the bin is not out.

 

 

• Street view the collection address in google maps

• To street view copy the customer’s address on AWM Manage Page
• High light the address right click copy
• Paste the address in google maps
• Click street view

        

 

          

• If the bins are not placed kerbside we will not collect them specially for residential areas (unless there is a special note).

           

           

*for this specific customer bins are not put kerbside that is the reason why it was not collected.

 

• Once you were able to verify the image taken by our driver matches the google maps image send a copy of both images to the customer’s email address.