Collection Procedure for Public Holidays

PURPOSE

The purpose of this document is to outline the Standard Operating Procedures (SOP) for the scheduled collections that fall on Australian public holidays.

Sending of email and updating of Twitter, Google and Facebook will be done by the Marketing Department. Recurring and account notation will be done by the Logistics Department. 

PROCEDURE STEPS

• The following were declared as Australian public holidays and as stated in the Collection Calendars that were sent to customers, the AWM office is closed during public holidays and no collections will be done for Paper & Cardboard and Document Destruction on those days.

                                    

 

• GW and CM run will be completed like normal.
• PC and DD runs will not be done. We will not arrange a special (make up) run for the PC and DD runs on any public holiday. Customers with collections that would usually fall on the public holiday should contact our office to request an urgent or alternative collection option if they require one and cannot miss this collection. Alternatively, their collection schedule will continue like normal (as shown on their collection calendar and in AWM-Manage) as if the collection had been completed on the public holiday.
• Collection calendars that are provided to customers when signing up, and upon request, outline the collection arrangements for public holidays.
• As a courtesy reminder, customers subscribed to our email list will be notified via email, and all other customers notified via Facebook and Twitter Posts a month prior to the date of the public holiday to allow them time to work out an alternative collection date that works in with the days/weeks we service their area.
• Special consideration must be given to the fact that for night shift runs for the day following a public holiday, the customers won’t have been in the office to be able to place the bins out for collection, which will result in most bins being not out that night unless these customers are notified that to achieve a successful collection, they must place their bins out by 5pm the work day prior to the public holiday and leave them out until they are collected. This email template will be used to notify customers:                        

 

 Hi!

Just a friendly reminder that there is a Public Holiday coming up. Please check your collection calendar to verify the arrangements for your collection and if it will be affected.

Our standard procedure is that General Waste and Commingled collections will be completed like normal.

Paper and Cardboard and Document Destruction collections will not be completed on Public Holidays and no special "make up" runs are performed for these services.

Customers with collections that would usually fall on the Public Holiday should contact our office on 1300 292 783 or email sales@awaste.com.au as soon as possible to request an urgent or alternative collection option if you require one and cannot miss this collection.

Alternatively, your collection schedule will continue like normal (as shown on your collection calendar) as if this collection had been completed.

Customers with General Waste, Commingled or Paper and Cardboard (Morning) collections due the day after a Public Holiday need to ensure their bins are placed in the pre-arranged collection location by 5pm the WORK DAY PRIOR to the public holiday to ensure collection.

In cases of long weekends, this may be the Thursday afternoon for a Monday night (Tuesday Morning) collection. If you are unable or unwilling to leave your bins out for this long of a period, please ensure to contact our office as soon as possible to explore other options that may be available.

We hope this information has been helpful.

If you require any further information, please do not hesitate to get in touch.

Thank you and enjoy the holiday!

Regards,

 

• The bulk emails, Tweets and Facebook Posts should be set up automatically for the entire year where possible.
• The emails, Tweets and Facebook Posts should notify all customers of the information in the above email template. Some shortening or reconfiguration may be required where character limits apply, however the important details must be conveyed.

 

1. 1. https://www.facebook.com/Australian.Waste.Management.Pty.Ltd/
   2. https://twitter.com/australianwaste

• Edit the schedule on our google page to show we are close for the holiday

               

• All AT CALL customers that call to schedule a collection within the holiday week will instead be scheduled for their next collection date as shown in AWM Manage.
• If a customer insists on a collection prior to the next normal day we service their area, we can schedule in a special/urgent collection for the next time we are near the area (if we are able to do so) and an urgent fee will be charged accordingly. Please see the urgent collection charge procedure at Z:\Australian Waste Management\Quality Management System\Administration\058_Urgent Collection Charge.docx
• Once all public holiday recurrings are processed, ensure that each PC and DD collection invoice relating to a run that is not being done is updated in MYOB by adding another line item the collection to a BNO based on the BNO procedure, adding this note to the end of the BNO description line in the collection invoice: “ - No collection due to public holiday. (Your Initials)”. Another line item must be created to put additional  NOTES on the account to ensure that the customer was aware of the “no collection due to holiday” policy. See screen shot below as reference and will serve standard template in placing a note.

                                   

• Double check in AWM-Manage that the note was accurately recorded.