SERVICE

STANDARDS

Our Brand promise to you.

SERVICE STANDARDS

SAFETY & APPEARANCE

  • We will work safely to protect ourselves, our customers and the public.

  • We will wear proper and appropriate personal protective equipment.

  • We will wear clean uniforms and clothing at the start of each day.

  • We will take pride in the appearance of our vehicles and in our workplace.

SERVICE & DELIVERY

  • We strive to service all routes on the day they are scheduled, keeping Safety First in mind.

  • We strive to pick up any missed service as soon as safely possible.

  • Drivers will maintain the physical route and route sheet and will be responsible for reporting all needed repairs/replacements of containers on their route.

  • All blocked containers will be called into dispatch, and dispatch will log it into the proper route immediately. 

  • Where applicable, the delivery of containers for new service will occur as soon as possible after an executed and signed service agreement.

 

COMMUNICATING WITH OUR CUSTOMERS & EMPLOYEES

  • We will communicate in a professional manner with all customers and fellow employees.

  • Our Customer Care Team will provide a "One Call Does It All" approach to our customer's inquiries.

  • We will be flexible every day with the utmost goal to support our customer.

  • If the customer is acting in an unprofessional manner, we will engage a manager to ensure our employees are treated with dignity and respect.

  • We will have total communication within and between departments to support customers and differentiate our service.

COMMERCIAL & CONSTRUCTION SERVICE STANDARDS

COMMERCIAL CONTRACT CLIENTS

  • Guaranteed scheduled-weekly service Roll Off, Compactor, Front Loader 

  • This Guarantee is subject to things beyond IWC’s control such as container blocking or overload past safe level.

DELIVERY OF NEW CONTAINERS

  • All containers will be structurally sound clean, fresh and clearly marked with company decals and phone numbers.

  • Delivery will be made on the due date.

  • Delivery Information must be input in the billing system for the client as it was received from the operations department.

ROLL-OFF HAUL REQUESTS

  • Guaranteed next-day service; however, same-day service will be given if possible.

EXTRA PICK-UPS & OVERLOAD CONTAINERS

  • Guaranteed next-day service; however, same-day service will be given if possible.

  • Driver will call the IWC dispatch office and ask dispatch to notify the customer of an overloaded container and educate the customer regarding safe capacity levels.

  • Additional Charges may apply.

BLOCKED CONTAINERS

  • Driver will attempt to service blocked containers by speaking to someone on-site or calling the IWC dispatch office to notify the customer of the blocked container. IWC will always try to re route asap.

EMPTYING CONTAINERS & SPILLAGE

  • If waste comes out of a container while it is being emptied, the driver will pick it up and clean up enclosures within reason.

GRAPPLE TRUCK REQUESTS

  • Guaranteed next-day service; however, same-day service will be given if possible.

  • Driver will remove all assessable bulk debris once customer location has no obstructions such as low power lines, phone lines or walls and gates in the loaders path. 

  • Driver will call the IWC dispatch office and ask dispatch to notify the customer if a load is in accessible 

© 2018 | Island Waste Carriers (IWC)