PremierSort Flex Customer Guide v1.2 Table of Contents 1.0 PremierSort Flex Overview ...................................................................................................................3 1.1 PremierSort Flex service summary .................................................................................................................3 1.2 Force Majeure Events.....................................................................................................................................3 2.0 Entry Qualifications .................................................................................................................................4 2.1 Minimum volumes ...........................................................................................................................................4 2.2 Addressing standards .....................................................................................................................................4 2.3 Address Format ..............................................................................................................................................5 2.4 Suitable fonts and print formats ......................................................................................................................5 2.5 Item dimensions & weight ...............................................................................................................................5 3.0 Indicia for PremierSort Flex .................................................................................................................6 3.1 Pre-printed indicia for PremierSort Flex ..........................................................................................................6 3.2 Indicia Size .....................................................................................................................................................7 3.3 Return Addresses and Undeliverable Mail ......................................................................................................8 4.0 Mail Presentation ......................................................................................................................................9 4.1 Mailing items ...................................................................................................................................................9 4.2 Mail sequence ................................................................................................................................................9 4.3 Flexibility .........................................................................................................................................................9 4.4 Non-machineable items ..................................................................................................................................9 4.5 Paper weight ...................................................................................................................................................9 4.6 Sealing .......................................................................................................................................................... 10 4.7 Using window envelopes .............................................................................................................................. 10 4.8 Address ......................................................................................................................................................... 10 4.9 Address block ............................................................................................................................................... 10 4.10 Clear Zones ................................................................................................................................................ 10 4.11 Paper colour ............................................................................................................................................... 10 4.12 Printing ....................................................................................................................................................... 10 5.0 Consumables ........................................................................................................................................... 11 5.1 Trays ............................................................................................................................................................. 11 5.2 Magnum ........................................................................................................................................................ 11 5.3 Tray labels .................................................................................................................................................... 11 5.4 E-Dockets and Collection Receipt ................................................................................................................ 11 6.0 Forecasting Variance ............................................................................................................................ 13 7.0 Collection Process ................................................................................................................................. 14 7.1 Collection times ............................................................................................................................................ 14 7.2 Collection Time Change Process .................................................................................................................. 14 7.3 Customer health and safety procedures ....................................................................................................... 14 7.4 Unloading and handover ............................................................................................................................... 14 7.5 Contingency .................................................................................................................................................. 14 8.0 Procedures for Handling Non-compliant Mailings ................................................................... 15 8.1 Collections .................................................................................................................................................... 15 8.2 Documentation ............................................................................................................................................. 15 8.3 Addressing Standards................................................................................................................................... 15 8.4 Mail Presentation .......................................................................................................................................... 15 8.5 Non-machineable or non-routable mail ......................................................................................................... 16 9.0 Data Protection ........................................................................................................................................ 17 9.1 Data Processing carried out by Whistl .......................................................................................................... 17 9.2 Third party processors .................................................................................................................................. 17 9.3 How Whistl treats Personal Data .................................................................................................................. 18 Appendix A ....................................................................................................................................................... 20 Appendix B ....................................................................................................................................................... 21 PremierSort Flex Customer Guide Version Control........................................................................ 22 2 Whistl PremierSort Flex Customer Guide/August 2021 v1.2.0 1.0 PremierSort Flex Overview 1.1 PremierSort Flex service summary PremierSort Flex 2 or 3 day service offers customers a competitive and flexible service by sorting machine- readable mail, automatically. The service aim of the PremierSort Flex service is to deliver by the third working day (Mon-Sat) after the day of posting. The geographic location that the mail will be collected from and delivered to will depend on whether it will be a 2 day or 3 day delivery. Whistl will collect and prepare your unsorted mail, saving time and money. * Summary of PremierSort Flex service Day 0 Unsorted mail collected from customers Mail delivered to Whistl sortation centre Mail machine sorted Day 1 or Day 2** Bags of sorted mail delivered to Royal Mail Bags are signed for by the Royal Mail Royal Mail local sortation Day 2 or Day 3** Delivered by Royal Mail * The service aims are targets only and the time and date for processing and delivery are not guaranteed. Whistl will not be liable for the speed of collection, processing, handover and delivery which are affected (directly or indirectly) by any event or circumstance outside Whistl’s reasonable control (see below for more details) or by an act or omission of the Customer (or its employees, agents or contractors). The dates for collection, processing, handover and delivery exclude any day which is a public holiday in any