13 July, 2015
Strictly Confidential
Fastway Couriers (NZ) Ltd
Proposal for E-Link - July 2015 - Page | 0

Established in Napier, New Zealand in 1983, Fastway Couriers has enjoyed a 32 year growth story and won over 45 franchise and industry awards. Today Fastway is represented by over 1,500 franchisees across New Zealand, Australia, Ireland, Northern Ireland and South Africa. Fastway Couriers continues to expand its geographical footprint by remaining true to its Kiwi roots and core philosophy; providing economic, reliable and easy courier services to business owners, both small and large.
Fastway Couriers realised early on that its people within the network needed to have local knowledge, an outgoing personality, knowledge of the industry and the desire to succeed. This philosophy has been lived by ever since and is instilled in Fastway’s franchisees today. The New Zealand operation now covers 17 regions with over 250 Courier Franchisees.
The franchise model employed at Fastway delivers an engaged responsibility for customer service and parcel delivery at each step of the process. Fastway Couriers and Regional Depot owners embrace an ethos of going the extra mile, with a smile. For E-Link this means an outstanding service and delighted customers.
Fastway Couriers is committed to delivering solutions to its customers, with the flexibility and preparedness to provide tailor made solutions to customers large and small.
Fastway Couriers believes that it has the experience, pricing, infrastructure and most importantly, the desire to provide E-Link with a superior service and value driven offering.
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Fastway provides metropolitan, shorthaul and national freight distribution, with twice-daily local services in all key regional and metropolitan locations across New Zealand. Using the hub and spoke method of delivery ensures that Fastway customers are provided with the highest level of service at an economical price. Additional pick-ups and deliveries will be organised at a timetable to suit E-Link.
Each Courier Franchisee operates within his/her own territory, picking up and delivering parcels exclusively within that area. At pre-determined times during the day, all Courier Franchisees return to a secure regional franchise depot or hub, to sort and exchange freight. Depots in different cities are linked by overnight road linehaul services.
Fastway NZ has 17 Regional Franchisees and over 250 Courier Franchisees, working as one to pick up and deliver over 15 million parcels across the country each year.
Behind the scenes, there are four distinct tiers within each franchise.
Fastway Couriers (NZ) Ltd owns and operates the Fastway system for New Zealand, providing management services and ongoing support to all Regional and Courier Franchisees across the country.
Each of Fastway’s Regional Franchisees operates as an independent business, servicing an exclusive territory, providing depot facilities, sales support, training and administrative systems to Fastway Courier Franchisees.
Courier Franchisees carry out the actual courier work from their vehicle, building and maintaining customer relationships and providing pick-up and delivery services within their exclusive territory.
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Transport Linehaul Limited is the bulk linehaul network that moves Fastway Couriers freight nationwide. The company is owned by the
Regional Franchisees of Fastway Couriers NZ’s network and therefore, provides a dedicated and timetabled service all year round.
Parcels consigned to rural locations are denoted by an RD/Rapid number which are outsourced to NZ Rural Post for delivery.
Fastway Couriers also now offers a hassle free
Trans-Tasman Service to all major locations in
Australia. This is a fully tracked system with seamless interaction with our Fastlabel system
– no need to write consignment notes.

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Fastway Couriers offers same day local delivery (AM pick up – PM delivery) to another same day delivery suburb and overnight delivery within Island. The Inter Island delivery standard is two days, with the additional option of next day airfreight.
Fastway believes in making the process of using a courier service easy, comfortable and convenient for its customers and delivers on that promise. Thanks to the dedication of its franchise partners and their ongoing commitment to provide an unrivalled level of customer care for more than 15 million parcels that are moved each and every year.
Fastway Couriers has simplified its processes to accommodate its customers’ requests for redelivery. For example; for standard signature service in the receive r’s absence, a calling card is left.
This form gives the receiver all the information required to arrange either a redelivery to the receiver’s address, redelivery to another specified address or authority to leave the freight at a secure location on their premises. Current industry practice is to attempt a single delivery and non-delivery results in the item returning to base for receiver pickup.

Fastway Couriers maximum package length allowed is 2.4m

Maximum package length for rural delivery is 1.5m

Maximum dead weight is 25kg

Maximum cubic weight is 0.15m3 (x 200 = 30kg)
Fastway Courier’s delivery standard is 98.7 % nationwide on average, and for June 2015 was 98.9% Delivered In Full On Time
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Parcel Connect is a convenient service offering for people sending and receiving parcels.
Sending Parcels : People can go on-line to purchase and print a label from the comfort of their home and drop it off to their local Parcel Connect agency when it suits them.
Receiving Parcels : If the receiver is not home, Fastway Couriers will leave a calling card to say the parcel is at the local Parcel connect agency. Customers can now go to their convenient local Parcel
Connect agency to collect their parcel in their own time.
Hence the perfect Parcel Connect partner will have;
 Convenient locations
 Extended trading hours to allow customers before or after work to interact with Parcel Connect
 Established reputable business
 Innovative thinkers
 Security
The initial implementation of Parcel connect has commenced in Napier and Wellington currently. The nationwide launch will be rolled out in August 2015.
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Product Service area Delivery standards Weight Break
(Cubic / Actual)
Pink
20 tickets / book
Blue
10 tickets/book
Lime
5 tickets/book
Lime
10 tickets/book
Orange
5 tickets/book
Orange
10 tickets/book
Aqua
5 tickets/book
Aqua
10 tickets/book
Yellow
5 tickets/book
Yellow
10 tickets/book
Red
20 tickets/book
Local
Outer City
Shorthaul
Shorthaul
Rest of Island
Rest of Island
Inter Island
Inter Island
Inter Island
Inter Island
Nationwide
AM Pickup, PM Delivery
PM Pickup, AM Delivery
AM Pickup, PM Delivery
PM Pickup, AM Delivery
Next Day
Next Day
Next Day
Next Day
48 Hours
48 Hours
48 Hours
48 Hours
25kg (.125m3)
25kg (.125m3)
15kg (.075m3)
15kg (.075m3)
10kg (.05m3)
10kg (.05m3)
5kg (.025m3)
5kg (.025m3)
10kg (.05m3)
10kg (.05m3)
Next day North Island & 48
Hours South Island
2kg (.010m3)
PLEASE NOTE

These prices are GST exclusive

Fastway does not charge any Fuel Levies or Administration charges
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Price
$14.95
$12.35
$15.95
$13.15
$3.95
$4.35
$10.25
$8.50
$25.95
$13.15
$6.95

Product Service area
Brown (Pink)
50 tickets / book
Blue
20 tickets/book
Lime
20 tickets/book
Orange
20 tickets/book
Aqua
20 tickets/book
Yellow
20 tickets/book
Red
50 tickets/book
Dark Green
20 tickets/book
A3 Satchel
A2 Satchel
A3 Satchel
A4 Satchel
A5 Satchel
Local
Outer City
Shorthaul
Rest of Island
Inter Island
Inter Island
Nationwide
Inter Island
Local only
Nationwide
Nationwide
Nationwide
Nationwide
E11 Satchel
Rural
Nationwide
Nationwide
Saturday Delivery Selected Locations
Excess Label Nationwide
Delivery standards Weight Break
(Cubic / Actual)
AM Pickup, PM Delivery
PM Pickup, AM Delivery
AM Pickup, PM Delivery
PM Pickup, AM Delivery
Next Day
25kg (.125m3)
25kg (.125m3)
15kg (.075m3)
Next Day
48 Hours
48 Hours
10kg (.05m3)
5kg (.025m3)
10kg (.05m3)
Next day North Island & 48
Hours South Island
Next Day
2kg (.010m3)
5kg (.025m3)
Price
$2.65
$4.35
$7.50
$10.90
$11.70
$19.40
$6.05
$23.95
Next Cycle
Next Day
Next Day
Next Day
Next Day
5kg
5kg
5kg
5kg
5kg
Next Day
Allow extra 2 days delivery
As per base label
As per base label
5kg
Per parcel
$2.60
$4.75
Per Parcel
Lime
– 1 Excess per 10kg
$5.00
$4.35
Orange – 1 Excess per 5kg
Yellow – 2 Excess per 5kg
$3.95
$11.35
$7.30
$5.55
$3.20
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E-Link would contact the dedicated claims officer with any query regarding lost or damaged items. All enquiries will be acknowledged within 60 minutes.
The claims officer will process the enquiry with the Fastway delivery franchisee involved and update E-
Link after the information is obtained. Resolution time is 24 hours.
Email confirmation is sent on receipt of the claim form from the customer by claims department. We allow 5 working days to collate and check documents.
After the investigation and checking is complete the claims department will process the documents for approval. At this stage an email is sent to customers confirming that the amount will be directed credited into their account. If the claim is rejected, a letter of rejection will be sent out within a week, along with an explanation as to why it has been rejected.

The courier driver would not pick up an obviously damaged item from E-Link

If there is obvious damage to an item in transit the courier driver will raise an endorsement enabling a claim to be approved

If a package appears to be undamaged from the exterior yet once opened damage is discovered, the courier will pick it up from the parcel recipient and deliver back to the sender.
The claim would normally be declined. If the problem was recurrent some advice may be given regarding packaging of the item.

In the case of loss of the item in transit the claim will be approved.

In the event of theft of a package that has been left at destination without signature (with authority to leave) the claim would not be approved.

Misdirected parcels will be redirected in a timely manner, with packages being air freighted where practicable

If a parcel cannot be located E-Link would initiate a claim at cost price and the funds would be direct credited to E-Link account
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E-Link account will have a dedicated Account Manager, who will be your primary contact ;

contractual obligations

monthly meeting and reporting of KPIs

quarterly discussions and service improvement initiative

pricing reviews
Day to day operational matters will be dealt with by a customer services manager (CSM) in Fastway
Auckland branch. The Fastway CSM will liaise with Fastway Depots throughout NZ as required on
E-Link ’s behalf.
Contact Position
Corporate Sales Executive
Role

Escalation and resolution of issues if they are not addressed quickly and effectively online
Linda Hill
P: 027 886 2296
Linda.hill@fastway .co.nz
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The following guidelines must be followed;

All DGs (aerosols etc) presented for transport must be properly identified, declared using NZTA approved documents, clearly and correctly marked and labelled, and packed in approved packaging that is safe for transport. It is the shipper's responsibility to meet these requirements

DG Declaration forms for each item must be provided in duplicate

Aerosols must be packaged in quantities less than or including 1 litre and declared as DGLQ with the UN Number, proper shipping name and class and division\
The following Classes of Dangerous Goods can be moved through the Fastway Network;
North Island Classes 2, 2.1, 3, 9 and 1.4s
South Island DGLQ 2.1 and 3

The Courier Franchisee is responsible for checking that the labelling and packaging of the dangerous goods are acceptable and that they are accompanied by the appropriate dangerous goods documents

No leaking dangerous goods would be uploaded or transported

All dangerous goods will be carried in a designated and specified area of the courier van

Incompatible dangerous goods will be segregated in transit at all times

Upon arrival at the depot the Dangerous Goods will be scanned into a security cage and will be scanned out when they are being loaded into the appropriate delivery van or line haul truck by loading supervisor

Loading Supervisor is responsible for ensuring dangerous goods are correctly separated, documents are available and a load plan is prepared

Courier Franchisee will provide the copy of Red Alert form to the customer service so that the receiving depot can be advised and followed up to the point of delivery

A signature will be obtained at time of delivery
There is currently no additional charge for moving Dangerous Goods items through the Fastway Network
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As the courier provider of choice to over 95,000 customers across the globe, locally, we’re proud to represent a number of New Zealand’s leading organisations…
“We are very happy with our relationship with Fastway Couriers. We transfer thousands of products between our stores and from our stores to our customers, every year.
Fastway are our exclusive national courier, the service is efficient, and considering the amount of product they carry for us, damaged or lost freight is very minimal. We would be more than happy to provide a reference to any potential customers.”
Nick Turner
Business Development and Solutions
Briscoe Group
Fastway Couriers are the specialists in “delighting the customer at the door” – the last and perhaps most important mile of the online shopping experience
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Fastway Couriers is a courier service provider large enough to ensure delivery of E-Link, and small enough to design a service package to incorporate the modifications that will make a big difference for
E-Link customer ….. the package recipient.
 Up to $2000 limited liability coverage at no extra cost (NZ)
 No ongoing fees or charges
 Email to parcel recipient at time of collection from E-Link
(Online Customers Only)
 Full tracking of your parcel online 24/7
 No redelivery charges
 32 years’ experience in the courier and small parcel industry
 A strong technology base and truly robust e-platform
 Reliable service
 Commitment to ‘delighting the customer at the door’
 Value driven pricing
 No Fuel Levies or Administration Charges
 Maximum package length is 2.4m
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