BS ISO 23412:2020 pdf download – Indirect, temperature-controlled refrigerated delivery services — Land transport of parcels with intermediate transfer
4.4 Refrigerated delivery service provider’s contact details and customer service
The refrigerated delivery service provider shall make publicly available its contact details for thepurpose of addressing any enquiries,complaints or feedback that potential and current delivery serviceusers, and/or refrigerated parcel recipients might have.
NOTE The contact details might go through to a call centre, website, or operation site, for example.Contactmight be provided through an email address,online feedback form, or phone number.EN 8477 is a code ofpractice which gives recommendations for customer service good practice.
4.5Service transport temperature of the refrigerated delivery service4.5.1 General
A service transport temperature shall be identified for the refrigerated delivery service in accordancewith 4.5.2 or 4.5.3, as applicable.
NOTE 1This service transport temperature excludes temperature fluctuations caused by defrost eventswithin a refrigeration unit (see 3.18.2) which are likely to temporarily exceed the refrigerated delivery servicetemperature limits.
The refrigerated delivery service provider shall identify the situations where refrigerated parcels areexposed to temperatures exceeding the defined service transport temperature.
Where applicable, a process to stop transporting the parcel before delivery shall be documented andimplemented.
NOTE2 A refrigerated delivery service provider can choose to detail their contingency plans or workinstructions for managing such situations [see 10.2.1 f].
4.5.2 Chilled parcels
The refrigerated delivery service provider shall identify the maximum temperature limit and theminimum temperature limit of the service transport temperature of the refrigerated delivery servicefor chilled parcels.
4.5.3 Frozen parcels
The refrigerated delivery service provider shall identify, as a minimum, the maximum temperaturelimit of the service transport temperature of the refrigerated delivery service for frozen parcels. Thisshall not include temperature rises during periods of defrost.
NOTE While it is critical to identify the highest acceptable temperature for a frozen parcel service transporttemperature, it would not, in most cases, be necessary to identify the minimum temperature limit for the frozenparcel service transport temperature as there would be little impact on the frozen parcels from being subjectedto increasingly lower temperatures. Where it is necessary, the maximum and minimum temperature limits ofthe temperature range can be identified by the refrigerated delivery service provider and /or agreed with thedelivery service user.
4.6Accepted terms and conditions for refrigerated parcels4.6.1General
The refrigerated delivery service provider shall determine their terms and conditions for carriage ofrefrigerated parcels, including, as a minimum, their:
a) maximum size;
b) maximum mass;
c) packaging conditions, including protection against cross-contamination based on the contents of the refrigerated parcel (see Annex B);
d)pre-cooling/pre-freezing conditions by the delivery service users (see 6.3).For further information, see A.1.2.
4.6.2 Items not accepted for transport by the refrigerated delivery service providerThe refrigerated delivery service provider shall define a list of prohibited items for transport.
NOTE These items might be prohibited by law, and/or items not accepted by the refrigerated deliveryservice provider.
4.6.3 Areas for refrigerated parcel acceptance and areas for refrigerated parcel deliverytofcollection by a recipient
The refrigerated delivery service provider shall define the geographical areas and locations withinwhich it operates for both the acceptance and delivery to/collection by a recipient of a refrigerated parcel.NOTE This can include home acceptance or a refrigerated delivery service location and can also include theregions covered by the refrigerated delivery service.
4.6.4 Refrigerated delivery service operation business days and hours
The refrigerated delivery service provider shall determine the business days and/or hours covered bythe refrigerated delivery service operation.
The refrigerated delivery service provider shall take into account calendar dates such as public holidaysand communicate these to the delivery service user.
For further information, see A.1.3.
4.6.5Opening hours and days of the week of acceptance and delivery locations
The refrigerated delivery service provider shall determine the opening hours and days that theoperation sites are open for the acceptance, or collection, of refrigerated parcels.
4.6.6Standard delivery timescales (times/days)
The refrigerated delivery service provider shall provide indicative delivery durations for therefrigerated parcels from the point of acceptance from the delivery service user to the point of deliveryat the designated destination.
NOTE For example, the number of days required for the delivery of a refrigerated parcelfrom Tokyo to Osaka.Where applicable to the refrigerated delivery service being offered, the options for delivery times anddelivery dates shall be determined by the refrigerated delivery service provider.