Elements and Performance Criteria
- Clarify and organise pick-up and delivery operations
- Work requirements and specific customer needs are interpreted and, where necessary, clarified
- Pick-up and delivery points are located
- Size, weight and configuration of items to be delivered are identified and where necessary measured
- Resources required to facilitate pick-up and delivery are identified and prepared for use
- Plan pick-up and delivery route
- Pick-up and delivery route is planned based on an analysis of distance, travel times, customer requirements, resource implications and known priorities
- Items to be delivered are sorted accurately into route order
- Items to be delivered are handled in a manner that minimises the risk of damage
- Special items are identified accurately
- Items to be delivered are organised into bundles and kept in sequence for delivery
- Items to be delivered are handled securely
- Pick-up items to be delivered
- Deliver items to correct addresses
- Deliveries are completed within specified times
- Items are kept secure to minimise the risk of damage, theft, misdelivery and loss
- Items requiring special treatment are delivered as specified and relevant documentation is completed accurately
- Contact with customers is conducted courteously and in a manner that encourages customers to continue to use the pick-up and delivery services
- Complete transactions with customers
- Maintain records of courier delivery operations
- Incidents involving customers that occur, or hazards identified during the delivery, are reported accurately to the relevant person
- Undelivered and undeliverable items are processed in accordance with workplace policies and procedures
- Documentation and records are completed, checked for accuracy and given promptly to the appropriate persons