CUSTOMER CHARTER

Customer Charter for Household and Commercial Waste Collection
1. Introduction
G & J O’Neill Enterprises Ltd. is committed to providing the highest standards in the provision of
waste management services to their customers. We have a commitment to providing a service that
seeks to incentivize waste prevention and to encourage the segregation of waste so that it can be
managed in accordance with the waste hierarchy, whereby waste prevention, preparing for reuse,
recycling and other recovery are preferred over the disposal of waste. This approach is in line with
current national waste policy in the area, A Waste Action Plan for a Circular Economy. This
document is designed to communicate how we intend to provide household and commercial waste
collection services in accordance with these principles to the public in a clear and concise fashion.
2. Customer Service Standards
(a) We will provide a regular and reliable collection service and process your waste in a
professional and environmentally sound manner.
(b) All service provision will be carried out in line with current local and national legislation and
in line with sustainable waste management practices. Our National Waste Collection Permit
Office (NWCPO) waste collection permit number is NWCPO-12-11002-05 and the details of
the permit can be viewed at www.nwcpo.ie.
(c) We will provide you with timely, relevant and clear information regarding your collections,
including temporary changes resulting from public holidays or adverse weather conditions.
(d) We will consider any reasonable special requests that individual customers may have.
(e) We will explain clearly what our service rules are and the reasons for them.
(f) We will respond to formal complaints we receive about our services in a timely and
professional manner.
(g) We will ensure that there are no direct impediments to you switching your service provider
should you wish to do so.
(h) We will design our service and carry out collections in a way that minimizes litter and odour
nuisance.
(i) We will offer a segregated waste collection service to facilitate the segregation of residual
waste, recyclables and where appropriate, food/bio waste. The frequency of collection will
be as follows:
Residual Waste Bin – as frequently as may be determined by the relevant local authority
according to the necessity of collection of such residual waste but at a minimum at least
every fortnight.
Recyclable Waste Bin – as frequently as may be determined by the relevant local authority
according to the necessity of collection of such recyclable waste but at a minimum at least
every fortnight.
Food & Bio Waste Bin – as frequently as may be determined by the relevant local authority
according to the necessity of collection of such food/bio waste but at a minimum at least
every fortnight.
3. Communication with Customers
(a) We will explain clearly what services you can expect to receive and provide details of the
collection services we offer on a county/city basis to the National Waste Collection Permit
Office for publishing on their website.
(b) We will provide you with clear and concise billing which will allow you to understand all
elements of the costs involved in providing your waste services.
(c) We will inform all customers availing of a domestic waste collection service at least 10 days
in advance of any predictable alternative arrangements made for collection in relation to
public holidays etc., or any proposal to vary the level of collection.
(d) We will keep you informed of changes in our service that are designed to improve our
service offering.
(e) At the time of initial service provisions, each customer will be provided with details of their
service providers: full name and address, contact details (website where available, phone
number, email, postal address), a clear breakdown of pricing policy for provision of service,
process for accessing account statement and balances, procedure for receipt of payments,
process for dispute resolution, procedure for customers who have fallen into arrears with
their payments, where applicable, service provision frequency and details and the procedure
for cancellation of service provision, including refund of charge where applicable. You will
also be provided with details of the period of validity for the offer provided and advised of a
cooling off period should you wish to change your mind (usually any time prior to delivery of
bins but at least 7 days from time of contract signing).
(f) In the case of e-Commerce contracts with customers, and in line with reducing paper usage,
all communication and documents will be sent by email, unless otherwise requested. In the
interests of the environment and reducing costs we are committed to increasing
communication by this method.
(g) We will alert you at least 30 days in advance of the expiry of your contract.
(h) We will produce a version of this Charter which has been approved by the National Adult
Literacy Agency.
4. Customer Responsibilities
(a) In line with national policy, prevent reuse and recycle waste as much as possible. Refer
to national and regional campaigns that seek to help reduce waste production. Present
your waste materials properly segregated and placed in their respective
bins/receptacles. Please refer to http://www.mywaste.ie for advice on how to manage
your waste more sustainably and for information on how to properly segregate your
waste for collection. Please refer to our Waste Segregation and Presentation Guidelines
(see section 7 below) which are available on our website or which are available to send
to you by post, if requested.
(b) Segregate you waste appropriately. Please note the procedure in place should the
incorrect waste be placed in a bin (e.g. food waste placed in the recycle bin). When a
bin is contaminated, it will not be emptied with that waste stream. The customer has
the option to remove the contamination and represent the bin on the next collection
day or to pay the extra charge to have the bin emptied as waste.
(c) In the event that you have difficulty paying your outstanding bill, please contact us
directly as soon as possible as we have a procedure to agree an individual payment plan
which deals with how we will manage customers who have difficulty paying their bill
(d) Contact us, as your waste management service supplier, if you have any queries on how
best to manage any of your waste materials. We have the expertise to provide
appropriate service or advice on how to best resolve the issue.
5. Pricing, Charging Mechanism and Access to Account Information
(a) The range of service and costs for service provision will be clearly communicated to each
customer.
(b) New customers will receive information on charging and pricing structures at the time of
sign-up i.e. whether over the phone, via website sign-up or via completion of hard copy
application form.
(c) Any changes to the terms and conditions of the business will be communicated to
customers in a timely manner. Payment of invoice following such notifications shall be
taken as acceptance of the updated terms.
(d) Customer will be entitled to easy access to their account information including
statements/balances.
6. Complaints procedure/Dispute Resolution
(a) you are entitled to a fair and reasonable hearing when you have a genuine complaint or
dispute and the company commits to resolving your issues as quickly as is reasonably
possible. Please find our contact details for complaints.
Allied Recycling, Clonmellon Industrial Estate, Clonmellon, Co. Westmeath. Tel: 046
9433366, Email: [email protected]
(b) We will respond to formal complaints that we receive about our services in a timely and
professional manner. In the case of written complaints, within 10 working days.
(c) Complaints shall be logged on the individual customer account with a tracking facility to
ensure the complaint has been resolved and the customer notified of updates or the
course of action taken to resolve the issue.
(d) Billing disputes are handled on a case by case basis and recorded. We will liaise with you
directly to resolve the matter.
(e) Dispute resolution including withdrawal of service will be in line with the company policy
available on the company website or which is sent out by post on request. This will be a
fair and equitable process in line with good customer policies.
7. Education and Raising Awareness
(a) We shall implement an education and awareness programme in relation to waste
management for customers that we service. This will be available via promotional
literature that we provide directly to you and via our website or through the website of
the National Waste Collection Permit Office.
(b) Information packs shall be available to all customers clearly indicating waste types
appropriate to each bin and how to present material for recycling.
(c) We shall work with other national bodies in promoting waste prevention, reduction and
recycling e.g. EPA/Repak etc.
(d) We will provide Waste Segregation and Presentation Guidelines to customers, or at a
minimum to the National Waste Collection Permit Office for publishing on their website,
which clearly explain which materials are to be placed in which bin and collect at a
minimum the recycling materials set out in this subparagraph or on the website located
on the internet at http://www.mywaste.ie. We will explain to you what happens to
materials collected in the residual, recycle and food waste bins.
Paper Plastic Bottles (PET 1)
Newspapers Mineral Bottles
Magazines Water Bottles
Junk Mail Mouthwash Bottles
Envelopes Salad Dressing Bottles
Paper
Phone Books
Catalogues
Tissue Boxes
Sugar Bags
Calendars
Dairies
Letters
Computer Paper
Used Beverage and Juice Cartons
Milk Cartons
Egg Boxes
Holiday Brochures
Paper Potato Bags
Cardboard Plastic Bottles (HDPE2)
Food boxes Milk Bottles
Packaging boxes Juice Bottles
Cereal boxes Cosmetic Bottles
Kitchen Towel tubes Shampoo bottles
Household cleaning bottles
Laundry detergent bottles
Window cleaning bottles
Bathroom bottles
Aluminium Cans Plastic Packaging (PP)
Drink Cans Yogurt containers
Margarine tubs
Steel Cans Rigid food packaging- (except black)
Pet food cans Liquid soap containers
Food cans Fruit containers
Biscuit tins Soft plastics
Soup tins
8. Termination of Service/Refunds/Changing Service Providers
(a) Should you wish to terminate your service provision, please advise us by email or in
writing or by phoning giving 30 days’ notice. We will remove our bins by arrangement
with you and any balance owing on your account, after a cancellation charge (if
applicable) is deducted, will be refunded to you within 30 days of receipt of termination
notice.
(b) We will ensure that there are no direct impediments to you switching your service
provider.
9. Changing Equipment and Ownership of Bins
(a) At time of initial service provision, by agreement, each customer will be supplied with
the appropriate bins/receptacles sized to service their specific needs.
(b) In the case of changing equipment/ceasing service/changing service provider we commit
to organizing to arrange the collection of your old bins within a two-week period of the
ceasing of the service.
(c) This Charter does not affect your statutory rights in any way and provides a simple
interpretation of our commitment to you, our customer, and what we expect in return,
to help ensure that you are provided with the best service possible.