Key Replacement Procedure

We use this procedure if a customer calls to say their "DD bin key was left in their bin and taken by our driver at the last collection" or "has gone missing" or "has been lost" or ANY other reason that the key requires it to be replaced.

• Explain that the key should not be left in the bin, and that it should be stored somewhere safely away from the bin and only used to retrieve documents mistakenly placed in the bin or to load bulk documents into the bin.
  • If the key is lost, stolen, misplaced or taken by anyone including the driver that swaps the bin over, the replacement cost is the responsibility of the customer.
• On the first occasion of a replacement key request, the customer is to be told that we will extend a onetime courtesy to them and provide a replacement key free of charge, however any future requests will be charged at $15 including postage/delivery and GST. The charge is to be checked for accuracy in the ordering system before telling the customer (in case of price change).

• Check MYOB to verify that there is no request made in the past (Dated from 1.1.1 . to present date)

• If no request was made, processed the delivery in MYOB making sure to put a 100% on the DDKey delivery.

• If the customer request to send it sooner, we will send the key via AustPost but the customer needs to pay the $15 charge. If you will process it via AWM-Manage, please ensure to put zero in the "Custom Shipping" text box to ensure that it will not add a shipping fee to the amount of the invoice.

• • Following on from this, it is to be determined whom the driver and/or jockey was that last attended the customers address and a reminder issued that:
• • When swapping over a DD bin, the driver/jockey is to check the old bin for a key. If there is one in the lock, remove it and insert it into the new bin. All new bins should have their lock checked by inserting either the customers key (if it was in the old bin) or the drivers key into the new bin, turning the lock, opening the lid, turning the lock back, removing the key, closing the lid and checking it has locked, NO LESS THAN 3 TIMES to ensure consistent functionality. This also ensures any customer key is placed into the new bin and not taken by the driver in the old bin
  • The consequence of not doing this is that when the customer calls to say their key was taken, or their new bins lock doesn't function correctly, after following the " Potentially Faulty Lock." with the customer over the phone and establishing the lock is actually faulty, the driver/jockey will receive at least -1 point (but up to whatever the rectification cost is) in -ve points.