Part 1 – Getting started
Missing payment – Collection of information – PDF
Dealing with contamination and non-eligible containers
Contamination is a common issue in recycling. Whether through ignorance, carelessness, or by practicing “wishful recycling”, the public tends to add to recycling bins material that cannot be recycled due to its nature or state. In the Containers for Change scheme, the...
Dealing with contamination and ineligibles at bag drop – PDF
Help desk cheat sheet – PDF
Complaint handling at your Refund Point
In the customer service industry, it is inevitable that you will receive a complaint about your business at some point. This may be in person, over the phone, or in writing. Complaint handling is an opportunity to turn around a customer’s perception of your business...
How to deal with difficult customers
Even if you do all the right things, it is inevitable you will have challenges with some customers. As a result, it is important to have a process in place for when a customer is negatively impacting staff or your business. This may be due to: Unacceptable behaviour...
Logistic providers contact list
Logistic providers contact list Remondis Andrew Guelfi Business Hours: 13 73 73 Outside Hours: 0427 323 331 [email protected] West Tip Rebecca Ogg Business Hours: 08 9249 1100 [email protected] Mathew Business Hours: 08 9249 1100 Outside Hours: 0461...
Reporting fraud – Our Speak Up policy
Refund Point Operators are the first line of defence when it comes to detecting fraud and protecting our container deposit scheme. In fact, the Refund Point Operator Agreement states “The Operator must take all reasonable steps to minimise and prevent fraud in...
How to perform a reconciliation
When does a reconciliation need to be performed? If a Refund Point Operator’s (RPO) Point of Sale (POS) system is not synchronised before they send their weekly claim, the amount claimed might be lower than the actual transacted amount (as some of the transactions...
Counting and sorting material
Once customers have deposited their containers, it is time to sort and count them. Containers need to be both: Correctly sorted: To ensure the materials are not contaminated before being baled and sold to the recycler. Counted accurately: For the customer to receive...
Transactions over 825 and 1,500 containers & Bulk agreements
Refund Point Operators (RPOs) have obligations under the Waste Avoidance and Resource Recovery Act with regards to bulk volumes. Customers that present more than 1,500 containers at a Refund Point (RP) in a single day are required to complete a Bulk Declaration Form...