Customer Charter

Cork Recycling Company Ltd

Commercial Waste Collection Services

1. Introduction

Cork Recycling Company Ltd is committed to delivering reliable, compliant, and environmentally responsible commercial waste collection services. This Customer Charter outlines the standards of service our customers can expect from us, as well as the responsibilities we ask of our customers to ensure a safe, efficient, and sustainable waste management partnership.

Our services operate in accordance with all relevant Irish and EU environmental legislation and best practice within the waste management sector.

2. Customer Service Standards

We are committed to providing a high-quality, dependable service. Our standards include:

• Scheduled waste collections carried out safely and efficiently

• Professional, trained, and courteous staff

• Compliance with health, safety, and environmental regulations

• Prompt response to service requests and enquiries

• Continuous improvement of services through monitoring and customer feedback

Where service disruptions occur due to unforeseen circumstances (e.g. severe weather, vehicle breakdowns), we will make every reasonable effort to minimise inconvenience.

3. Communication with Customers

Cork Recycling Company Ltd aims to maintain open and transparent communication with customers by:

• Providing clear information on services, schedules, and charges

• Notifying customers in advance of any planned service changes

• Communicating promptly regarding service disruptions or delays

• Offering multiple contact methods, including phone and email

• Keeping customer data confidential and in line with data protection legislation

4. Customer Responsibilities

To ensure safe and efficient service delivery, customers are responsible for:

• Presenting waste correctly, using approved bags

• Ensuring waste is segregated in accordance with recycling guidelines

• Not overfilling bins or placing prohibited materials in bags

• Providing safe and unobstructed access to collection points

• Informing us promptly of changes to site access, waste volumes, or contact details

• Complying with relevant waste legislation and permit requirements

Failure to meet these responsibilities may result in service delays or additional charges.

5. Pricing, Charging, and Access to Account

We are committed to transparent and fair pricing. Customers can expect:

• Clear information on pricing structures and charges

• Invoices issued in a timely manner with full breakdown of services

• Access to account information, including service history and billing queries

• Advance notice of any changes to pricing, where possible

• Payment terms clearly outlined at the start of the service agreement

Customers are responsible for settling invoices within agreed payment terms.

6. Complaints Procedure

We welcome feedback and take complaints seriously as an opportunity to improve our services.

How to make a complaint:

1. Contact our customer service team by phone or email, providing relevant details

2. We will acknowledge complaints within a reasonable timeframe

3. Complaints will be investigated promptly and fairly

4. We will communicate findings and proposed resolutions clearly

If a customer is not satisfied with the outcome, the complaint may be escalated to management for further review.

7. Education and Awareness

Cork Recycling Company Ltd actively promotes environmental awareness and sustainable waste practices by:

• Providing guidance on waste segregation and recycling

• Sharing updates on legislative changes and best practice

• Supporting customers in reducing waste and increasing recycling rates

• Promoting circular economy principles where possible

8. Termination of Service

Service agreements may be terminated by either party in accordance with agreed contractual terms.

Termination may occur due to:

• Non-payment of invoices

• Repeated non-compliance with waste segregation or safety requirements

• Breach of contractual or legal obligations

Customers will be informed in writing of any termination and the reasons for such action, where applicable.