Premier Customer Guide v1.4 1 Whistl Premier Customer Guide/June 2021 v1.4.0 Table of Content 1.0 Overview ......................................................................................................................................................6 1.1 Premier Service Standard * ............................................................................................................................6 1.2 Premier Service Summary ..............................................................................................................................6 1.3 Force Majeure Events.....................................................................................................................................7 2.0 Entry Qualifications ................................................................................................................................9 2.1 Minimum Volumes ..........................................................................................................................................9 2.2 Addressing Standards.....................................................................................................................................9 3.0 Indicia for Access .................................................................................................................................. 10 3.1 Indicia for Access .......................................................................................................................................... 10 3.2 Indicia Size ................................................................................................................................................... 12 3.3 Return Addresses and Undeliverable Mail .................................................................................................... 12 4.0 Enquiries & Complaints ...................................................................................................................... 13 5.0 Preparing Mailings ................................................................................................................................ 14 5.1 Step 1: Format Separation ............................................................................................................................ 14 5.2 Step 2: OCR / Mailmark / Machineable/Manual Split .................................................................................... 14 5.3 Step 3: Weight Band Separation .................................................................................................................. 16 6.0 Sortation & Presentation .................................................................................................................... 17 6.1 Minimum Bag Fills ........................................................................................................................................ 17 6.2 Undersized Bags/Trays ................................................................................................................................ 17 6.3 Sortation ....................................................................................................................................................... 17 6.4 Presenting your Mailing items in Bags .......................................................................................................... 18 6.5 Presenting your Mailing items in Trays (prior agreement)............................................................................. 19 6.6 Presenting Mixed Weight Mailings ................................................................................................................ 20 6.7 Presenting Business Mail Large Letters ....................................................................................................... 21 6.8 Presentation of Magazine Subscription Mail Mailing Items ........................................................................... 22 7.0 Final Labelling Requirements .......................................................................................................... 23 7.1 Bag Label Examples ..................................................................................................................................... 25 8.0 Consumables for Mailings ................................................................................................................. 27 8.1 Blank bag/tray Labels and Bag Ties ............................................................................................................. 27 8.2 Consumable Lead Times .............................................................................................................................. 27 9.0 Documentation/Notification .............................................................................................................. 29 9.1 .tnt file (Posting Dockets) .............................................................................................................................. 29 9.2 Collection Receipt ......................................................................................................................................... 29 10.0 Despatching the Mailing .................................................................................................................. 31 10.1 Pre-notification of Mailing ........................................................................................................................... 31 10.2 7 Day Rolling Forecast ............................................................................................................................... 31 10.3 08:30 24 Hour Pre-advice (.tnt file) ............................................................................................................. 31 11.0 Collection Processes ........................................................................................................................ 32 11.1 Collection Times .......................................................................................................................................... 32 11.2 Collection Time Change and Cancellation Process .................................................................................... 32 11.3 Customer Health and Safety Procedures .................................................................................................... 32 11.4 Unloading and Handover at Customer Premises ........................................................................................ 32 11.5 Contingency ................................................................................................................................................ 32 12.0 Procedures for Handling Non-Compliant Mailings .............................................................. 33 12.1 Pre-notification and Pre-advice ................................................................................................................... 33 12.2 Collections and Consumables .................................................................................................................... 34 12.3 Documentation ........................................................................................................................................... 34 12.4 Indicia ......................................................................................................................................................... 34 12.5 Addressing Standards................................................................................................................................. 35 12.6 Mail Presentation ........................................................................................................................................ 35 12.7 Health and Safety ....................................................................................................................................... 37 13.0 Data Protection .................................................................................................................................... 40 13.1 Data Processing carried out by Whistl ........................................................................................................ 40 13.2 Third Party Processors ............................................................................................................................... 41 2 Whistl Premier Customer Guide/June 2021 v1.4.0 13.3 How Whistl treats Personal Data ................................................................................................................ 41 14.0 Mandatory Terms for Partially Addressed Mail ..................................................................... 43 14.1 Definitions and interpretation ...................................................................................................................... 43 14.2 The Partially Addressed Mail Service ......................................................................................................... 44 14.3 Specifications for Partially Addressed Mail ................................................................................................. 44 14.4 Data specification ....................................................................................................................................... 45 14.5 Seed mailing items ..................................................................................................................................... 46 14.6 Failure to meet the specifications ..............................................................................................................