How we provide quality customer service

Customer Service Charter

Puente Hill Landfill is committed to providing high quality waste disposal/management services. Our future success depends on the continuous improvement of all aspects of our customer service delivery. We will achieve this by encouraging our customers to provide feedback to us on the services we provide.

This means at all times:

  • Customers will be treated with courtesy and consideration and our staff will be helpful and respectful
  • Customer questions and needs will be attended to promptly
  • We will exercise the utmost integrity in the services we provide

  1. Resources Available

To make communication with us easy, we use single point of contact for customers as this helps to maintain consistency in lines of communication and avoids occurrences of misinformation resulting from the same query being directed to several different people and locations.

  1. Recording System Used

Each customer and contract has an individual project file set up on our computer system. All correspondence, feedback, comments etc., received from the customer is recorded and captured in one specific folder only.

  1. Means of communication with customers

Communications with customers is determined by each customer, dependant on the situation and therefore the reason for or purpose of the communication. It can be verbal or written, either by facsimile or mailed letter.

  1. Response Times

We respond to customer requests or queries as quickly as possible and are available for contact 52 weeks of the year.

  1. Issue Management

The only ‘issues’ that have occurred is when a kerb-side bin has not been picked up. This results in the relevant Shire representative contacting us and informing us of the situation. In all instances where this has occurred, we return as soon as possible and pick up the bin without question.

We are open to communication from any of our customers. If they have an issue either with the services we are providing or with their own facilities, we will strive to help rectify the issue as soon as possible. As all staff members reside in the local region, we are able to offer 24 hour, 7 days a week access to our services.

  1. Competency and Track Record

Our level of competency is reflected considerably in our track record. We win service tender contracts for many Shires and have done so since 1988. Our continued servicing of these contracts over the years that followed is entirely due to our proven track record in our ability to adhere to a strict time schedule in collecting the stated bins.

This is what the relevant Shires evaluate us on and we have consistently provided the services as required and specified by each contract. The reason we have been able to retain each contract and continue the required services is wholly attributed to this consistence in competency.

  1. Sound Judgment and Discretion

We demonstrate our judgment by the contracts we service. We are aware of our resource capabilities and therefore the type/s of contract we can service in a satisfactory manner. We are a regional company and aim to service the regional areas only and not expand beyond what we are able to effectively handle with the resources we have available. In doing so, we ensure that our efforts can be concentrated on providing and maintaining an extremely high level of service to the contracts we do take on.

Plant Maintenance

Vehicle operators apply a rigorous procedure where they complete a Municipal daily drivers report, which includes a Pre- run inspection checklist before commencing collections, along with a post inspection check following the completion of daily collections. These checklists are designed to identify issues across the vehicle. including: compaction unit; rear door; bin lifter; cabin controls; safety equipment and hydraulics.

 

In the event that problems are identified, the vehicle can be withdrawn from service so that timely repairs can be conducted, mitigating the problem arising throughout collection operations. Where appropriate, a backup collection vehicle can be mobilised to provide the collection service. A copy of the Municipal Daily Drivers Report is provided on the following page.

 

Puente Hills Landfill Waste also operates Maintenance Workshops in Manjimup and Bunbury. Our workshop capabilities allow us to carry out mechanical servicing, electrical repairs, hydraulics, refurbishments and maintenance activities.

 

The typical cab-chassis servicing regime consists of the A, B and C servicing approach, whereby the following applies:

The A services is conducted at 250 hours and addresses the following items:

  • Engine oil and filters;
  • Air filter;
  • Tyre check;
  • Transmission and differential fluids;
  • Check and adjust brakes;
  • Check steering and suspension;
  • Check accessory drive belts and replace if necessary;
  • Safety check

The B service is conducted at 500 hours and includes the A service items outlined above, as well as the following items:

  • Check and service brakes;
  • Change transmission fluids and filter;
  • Change engine coolant;
  • Check and service suspension;
  • Check and service steering;
  • Replace air filters;
  • Replace accessory drive belts;

The C service is conducted at 750 hours includes the A and B service items outlined above as well as the following items:

  • Change power steering fluid;
  • Check and service transmission;
  • Replace coolant hoses;
  • Replace hydraulic hoses;
  • Service diesel injectors;

Outline of vehicle maintenance systems/standards:

Our standard operating procedures include the completion of a Pre-start Check, prior to commencing shift, whereby the drivers complete a visual and operational review of the operation of the plant & equipment to be used. The Pre-start Check includes ensuring that all safety devices are operational, including front & rear lights; turning signals; hazard lights; audible warning devices, including horn and reverse alarms; and flashing beacons.

 

Also, a Post-run Report is completed at the end of the shift, where the driver notes any issues that may require attention in the short term, e.g. the effects of wear and tear, or minor damage, which might have occurred throughout the shift, which did not require the vehicle to be removed from service immediately.

The reports that flow from these daily checks provide key inputs to our repairs and maintenance activities.

 

The Puente Hills Landfill Waste fleet includes spare truck capacity that is capable of providing backup support at short notice, as and when required. We also employ additional drivers, who act as relief and also provide backup support, as and when required. Along with the flexibility within our fleet of 32 Side-lift trucks, these resources enable us to maintain our service levels across our operation.

A Green Problem

Asbestos

Asbestos waste removal is not cheap, but thankfully here in Australia we have higher disposal standard, it than many other developed nations. As a result of council regulations, this means that the proper treatment and disposal of asbestos can be a hassle. Some older houses have actually been constructed using panels containing asbestos, such as drywalls, ceilings, fibro, weatherboard, by the 1970s building materials had begun the phase out of asbestos, and by the 1980s it was phased out almost completely.

The implications of this, are, that if your house was built prior to the 1970s there is a greater chance of you having products containing asbestos in the materials used in the construction of your house. If you suspect that a panel might contain asbestos don’t break or scratch it to check, because this is when asbestos actually becomes dangerous. If you suspect you might have asbestos in your house, please contact us and we’ll do what we can to advise you.

Recyclable Products

It might surprise you to know, that quite a bit of what we send to the tip can actually either be saved, salvaged, or scrapped (that is gathered with other metals, or wood to be recycled). Here is a little list of things that have been historically difficult to recycle, some because they are only relatively new products.

  • Computer parts – These are often melted down and the gold extracted from the circuitry
  • Car batteries
  • Glass
  • Paper
  • Metal
  • Wood
  • Plastic
  • Textiles

 We look forward to taking your waste to a better place.