TERMS AND CONDITIONS

TERMS AND CONDITIONS OF OUR SERVICE

CUSTOMER CHARTER

Ray Whelan 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 incentivise 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 Resource Opportunity. This document is designed to communicate how we intend to provide household waste collection services in accordance with these principles to the public in a clear and concise fashion

Ray Whelan Ltd. reserves the right to amend the prices during the course of the contract in accordance with new government policy or any unforeseen circumstances.

The range of services and costs for service provision will be clearly communicated to each customer.

New customers will receive information on charging and pricing structures at the time of set up. Whether over the phone, via website sign up or via completion of hard copy application form.

Information including a copy of Terms and Conditions will be provided as part of your welcome pack and will also be on our company website.

Any changes to the Terms and Conditions will be communicated to the customers in a timely manner. Payments of invoices following such notifications shall be taken as acceptance of updated Terms.

Customers will be entitled to easy access to their account information including statements /balances.

If the customer does not pay their invoice/bin charges due by the agreed time, Ray Whelan Ltd. reserve the right to suspend or terminate the collections until the account is paid in full.

It is necessary to have an up to date payment sticker on both your waste and recycling bins in order for them to be collected.

Up-to-date stickers must be clearly displayed on your bins by the 1st of the following month, otherwise we reserve the right to suspend or terminate the collections.

Please note that there is no break in the service, every month must be paid for. We will not collect any bin out of date, however you are still liable for full payment due until such time as you cancel your account with Ray Whelan Ltd and we remove the bins from your property.

The Bins always remain the property of Ray Whelan Ltd. but are your responsibility; a replacement charge for lost, damaged or stolen bins will be €57.00 for a new bin or €15.00 for a second hand bin.

Our Payment options are as follows:

  • PAYZONE card
  • Direct Debit
  • Card payment online
  • Cheque or Postal Order

Or

  • Payment over the phone. This will incur a €2 charge per transaction.

 

CUSTOMER SERVICE STANDARDS

We will provide a regular and reliable collection service and process your waste in a professional and environmentally sound manner.

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 permit collection number is NWCPO-10-02531-03 and can be viewed at nwcpo.ie.

We will provide you with timely, relevant and clear information regarding your collections, including temporary changes resulting from public holidays or adverse weather conditions.

We will consider any reasonable special requests that individual households may have.

We will explain clearly what our service rules are.

We will respond to formal complaints we receive about our services in a timely and professional manner.

We will ensure that there are no direct impediments to you switching your service provider should you wish to do so.

We will design our service and carry out collections in a way that minimises litter or odour nuisance.

We will offer a recycle/compost bin service where appropriate (to facilitate the segregation of residual waste, recyclables and where appropriate, food/bio waste) in line with the relevant regulations in relation to food/bio waste [the European Union (Household Food Waste and Bio-waste) Regulations 2015].

  • Residual Waste Bin  – in line with the European Union (Household Food Waste and Bio-waste) Regulations 2015
  • Food & Bio Waste Bin -in line with the European Union (Household Food Waste and Bio-waste) Regulations 2015
  • Recyclable Waste Bin – at least every fortnight

 

COMMUNICATION WITH CUSTOMERS

We will explain clearly what services you can expect to receive and will 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.

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.

We will keep you informed of changes in our service that are designed to improve our service offering.

At the time of setup each customer will be provided with our details: Ray Whelan Ltd, Cannery Road, Carlow, Telephone 059-9147678 info@raywhelan.ie raywhelan.ie  A clear breakdown of pricing policy for provision of service, procedure for receipt of payments, process for dispute resolution, procedure for customers who have fallen into arrears with their payments, where applicable,  service provision and details and the procedure for cancellation of service provision, including refund of charges 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).

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.

 

HOUSEHOLDER RESPONSIBILITIES

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 our Waste Segregation and Presentation leaflet attached, which are also available on our web site and are available to send to you by post if requested.

Segregate your 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): the bin will be left behind and there will be an extra charge of €10.00 to get it emptied on your next waste bin day. 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.

Contact us, if you have any queries on how best to manage any of your waste materials. We have the expertise to provide the appropriate service or advice on how to best resolve the issue.

It is necessary to have your bin out the night before to ensure collection. 

 

PRICING, CHARGING MECHANISM AND ACCESS TO ACCOUNT INFORMATION

The range of service and costs for service provision will be clearly communicated to each customer.

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.

Information, including a copy of Terms and Conditions of Business will be provided to Customers as part of new Customer Welcome Packs and will be available on our website www.raywhelan.ie and/or nwcpo.ie .

Any changes to the Terms and Conditions of the business will be communicated to customers in a timely manner. Payments made following such notifications shall be taken as acceptance of the updated Terms.

Unpaid direct debits will incur a €5 charge if the reason for return is “insufficient funds”

Customers will be entitled to easy access to their account information including statements / balances.

Any extra bags beside your waste bins are chargeable at €6 per standard black sack (no jumbo sacks) There must be a tag-a-bag tag attached or a pre-arranged agreement through the office. A once off extra bin of waste is €16.50 and once again must be pre-arranged through the office.

 

COMPLAINTS PROCEDURE/DISPUTE RESOLUTION

Billing disputes are handled on a case by case basis and recorded. We will liaise with you directly to resolve the matter.

Dispute resolution including withdrawal of service will be in line with our company policy available on our web site or which is sent out by post on request. This will be a fair and equitable process in line with good consumer policies.

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: info@raywhelan.ie Ray Whelan Ltd, Cannery Road, Carlow Tel: 059-9147678

We will respond to formal complaints we receive about our services in a timely and professional manner. In the case of written complaints, within 10 working days.

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.

 

EDUCATION AND RAISING AWARENESS

We shall implement an education and awareness programme in relation to waste management for householders that we service. This will be available via promotional literature that we provide directly to you and via our web site or through the website of the National Waste Collection Permit Office.

Information packs shall be available to all customers clearly indicating waste types appropriate to each bin and how to present material for recycling.

We shall work with other national bodies in promoting waste prevention, reduction and recycling e.g. EPA / Repak etc.

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 below and as prescribed in the seventh schedule of the Waste Collection Permit Regulations. We will explain to you what happens to materials collected in the residual, recycle and food waste bins.

Materials suitable for recycle: Paper: Newspapers, Magazines, Paper Wrapping, Cardboard: Boxes, Tetra pack, Packaging, Plastic: Bottles, Carrier Bags, Labels, Containers, and Wrapping, Tins: Drink Cans, Food Tins

 

TERMINATION OF SERVICE / REFUNDS / CHANGING SERVICE PROVIDERS

Should you wish to terminate your contract, please advise us by email or in writing giving at least one month’s notice. Once your account is paid up in full we will remove our empty bins by arrangement with you. We will ensure that there are no direct impediments to you switching your service provider.

 

CHANGING EQUIPMENT AND OWNERSHIP OF BINS

At time of initial setup, by agreement, each customer will be supplied with the appropriate bins to service their specific needs. These bins will always remain the property of Ray Whelan Ltd but become your responsibility until such time as the contract is terminated and the bins are back in our possession.

In the case of changing equipment / ceasing service / changing service provider we commit to organising to arrange the collection of our empty bins within a week of the ceasing of the service.

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 level possible.