This procedure is to be used by all drivers when they encounter a padlock on a bin that they cannot initially open.

This procedure will vary depending on if the customer is open or closed.

If the customer is open, it is expected that you speak to them in person to attempt to resolve the issue on the spot.

If the customer is closed, Transport will contact the customer during standard business hours to resolve the issue at a later time.

Check the lock to ensure it is the correct brand. AWM Padlocks will have the word “Brava” engraved on one face of them.

If it is a Brava padlock:

1) Get the WD-40 from the truck and spray it in the key hole and down both parts of the silver “U” part, into the lock.

2) Push the key in and out a number of times really fast, then push it back in and try to turn it.

3) Wiggle the key sideways back and forth, and gently apply twisting pressure to the key, but do not force it enough to bend or break the key.

4) If the key turns but the lock doesn’t open, put pressure between the silver “U” part and the brass padlock part. You can try by hand first (i.e. pull down hard), but if that doesn’t work, grab a screwdriver or similar from the truck and use it as a lever to push between the silver u part and the brass part. It may help to bounce the pressure off and on in an attempt to wiggle it free.

Even if it is a Brava lock, the customer may have purchased it themselves, not knowing we use a master key system, so the lock may have a different key code that our keys do not open.

If it is not a Brava lock, please check the notes in the iPad run app thoroughly to ensure they don’t say the customer has supplied us with a key. Even though this is not standard practice, it has happened on the odd occasion.

We need to trust that you know the bin needs to be emptied so you need to do everything physically possible to open the lock, and report everything you did do (or tried to do) in your Skype Group chat and the iPad run app so Transport can follow it up.

I.e:

In Skype:

1) Always start your messages with the company name and suburb so we know who it relates to.

2) Provide a clear and concise message outlining the problem, everything you tried to do to fix it, and the outcome you believe is required to fix it permanently.

Some examples may be:

“I am at Priceline Pharmacy – Ashwood in Ashburton. The Brava lock wouldn’t open. I managed to get it unlocked with WD-40 and some pressure, but as it is unreliable I suggest calling the customer, informing them that we need to replace the lock.”

An alternative may be:

“I am at Priceline Pharmacy – Ashwood in Ashburton. The Brava lock wouldn’t open. I tried everything possible and could not open the lock. Please inform the customer that if it is not our lock, they need to remove it, or if it is our lock, it is faulty and will need to be cut off and replaced.”

Or:

“I am at Priceline Pharmacy – Ashwood in Ashburton. The lock is not a Brava lock and no key I have opens it. The notes do not mention us having a key. Please inform the customer that if it is not our lock, they need to remove it, or if they do not have a key, it will need to be cut off and replaced with our lock.”

And then Transport can arrange for it to be done.

Do not forget, in the run app:

If you could not open the lock:

1) Mark the job as “Unsuccessful”.

2) Add clear and concise notes outlining the problem, everything you tried to do to fix it, and the outcome you believe is required to fix it permanently (the same as the Skype instructions above but without he company name and suburb).

3) Add a photo of the lock, showing it close enough and with the brand showing to identify it, but also include enough of the bin to be able to identify the bin as the customers bin, in case they say it was the wrong bin.

If you could open the lock:

1) Add clear and concise notes outlining the problem, everything you did to fix it, and the outcome you believe is required to fix it permanently (the same as the Skype instructions above but without he company name and suburb).

2) Add a photo of the lock, showing it close enough and with the brand showing to identify it, but also include enough of the bin to be able to identify the bin as the customers bin, in case they say it was the wrong bin.

3) Mark the job as “Successful”.