Customer Delivery Safety & Access Standards
Clear, respectful, and safety-first
We care about safe deliveries—for you, your venue, and our team. To complete your delivery on time, we need safe, clear access to your premises. If access isn’t safe when we arrive, we’ll work with you to find the best alternative on the day.
What “safe access” means
– 800 mm clearance on the stairwell – enough space to carry items without squeezing or twisting.
– A clear path to the stairs – no boxes, stock, cables, or other hazards blocking access.
– Dry, non-slip stairs – no spills, liquids, or anything that could affect grip.
Why this matters: it prevents injuries, protects your property and goods, and keeps us compliant with workplace safety laws.
What we do on arrival
1. We assess access — checking clearance, obstacles, and stair surface.
2. If everything is safe — we proceed with delivery.
3. If something isn’t safe — we explain the issue and the clearance rules, and we’ll try to resolve it with you.
If access isn’t safe –
1. Explain the issue and the rulesWe’ll point out what’s not safe (e.g., less than 800 mm clearance, obstacles, or slippery stairs).
2. Ask for access to be clearedIf it can be fixed quickly and safely, we’ll wait and proceed.
3. Offer an alternative drop pointIf access can’t be cleared, we’ll ask to complete the delivery at the entry or outside the unsafe area.
4. No staff on site?We’ll call our Manager and send a photo of the access for checking before proceeding.
5. If still not safeWe won’t deliver into an unsafe area. We’ll require a signature and photo for any alternative arrangements, or we’ll return the delivery to base and help you reschedule.
Photos, sign-off, and privacy
– We take photos of the access area (not people) to confirm safety and document any issues.
– We record delivery location, date/time, and a recipient signature.
– Photos are stored securely and used only for delivery verification and safety.