Access Denied

In common, couriers find, from time to time, access to a site is denied. This can be because some shopping centres do not allow couriers to use trolleys carrying freight into the main shopping precinct etc.

Two reasons given in the past is

(1) The experience the retail outlet wants for its customers is one of shopping in pleasant surroundings and not shopping in a warehouse; so retail shopping appearance is important to them.

(2) Large freight may knock into customers who are shopping, trolley wheels may rollover a customer's foot or displays may get knocked or damaged; so retails outlets want to avoid risk.

In these situations couriers are required to know where the Service areas are located and gain entry to the site from that access point.  However, there are occasions when access via the Service area may seen not possible.

In these circumstances, an appropriate (any maybe obvious) course of action to confirm whether access is possible or not:



A) Ring the Service door bell. If no answer or no Service door bell....
B) Call the Service contact number. If no answer or no Service contact number....
C) Call the Customer contact number (see script/call sheet). If no answer or Customer contact number...
D) Call the helpdesk stating reasons for no access. If helpdesk has no out-of-hours service.....



False call the call and take a photo of what restriction to site is preventing the courier from gaining access. When false calling remember to including in your notes to show the procedures the courier followed to attempt to gain access to site:

i) No answer from service door or bell
ii) No answer from contact telephone numbers
and
iii) No access to site
or
iv) Contact not available

For a false call menu option the courier may select either Access Denied or Contact Not Available depending which option is relevant.