Delivery and Handover Procedure

Purpose. Describes how orders are checked, loaded, driven, delivered and confirmed so that products arrive in the promised window and condition.

1.Pre-start

Drivers must complete the van pre-start check in the Delivery Run Sheet before leaving: tyres, lights, fluids, load restraints, cool box and first aid kit. Any defect must be reported and a defective van must not be driven until the Orders and Delivery Coordinator has approved it.

2.Checking and loading

Each product must be checked against the order slip for the correct product, card message and address before it is loaded. Products must be secured in the van racks, arrangements in water must be in the anti-spill trays, and delicate products must be loaded last and delivered first. The run must be entered in the Delivery Run Sheet with the order numbers in delivery sequence.

3.Driving

Drivers must obey all road rules, must not use a hand-held phone while driving and must take a break of at least fifteen minutes after every two hours of driving. Deliveries must be planned to avoid leaving products in a hot van for more than twenty minutes.

4.Handover

Products must be handed to the recipient or to a person at the address. Where nobody is home the driver must follow the customer's instructions on the order slip, leave the product in a safe shaded place, take a proof of delivery photograph of the product only and note the location. Products must never be left in direct sun or where they can be taken from the street.

5.Failed deliveries

Where an address is wrong, a business is closed or a hospital patient has been discharged, the driver must contact the Orders and Delivery Coordinator before leaving, who will contact the customer. The product must be returned to the cool room and the order updated in the Order Book.

6.End of run

The Delivery Run Sheet must be completed with the time of each delivery and any problems. Buckets, trays and cool boxes must be cleaned and the van fuelled and parked ready for the next run.