Customer Charter - Glassbag.ie
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    Customer Charter

    Customer Charter – Glass Bag Recycling Limited (GlassBag.ie)

    Email: info@glassbag.ie
    Phone: 086 871 9777

    Welcome to Glass Bag Recycling Limited. We make glass recycling effortless by collecting used glass bottles and jars directly from your doorstep in Dublin, Wicklow, Kildare, and Meath

    1. Our Commitment to You

    We will:

    • Treat all customers with courtesy, reliability, and professionalism.
    • Provide a safe, punctual, and dependable glass collection service every month or on request.
    • Operate under permit NWCPO‑14‑11315‑03T, fully complying with Irish waste‑collection regulations
    • Maintain transparent pricing, with no hidden fees.
    • Send collection reminders the night before and one hour before collection
    • Address your feedback and complaints promptly and fairly.
    • Strive to reduce carbon emissions, partner with reputable recycling facilities, and contribute to a circular economy

    2. Service Standards

    We aim to:

    • Collect your glass bag reliably according to your chosen collection frequency (“once‑off” or monthly)
    • Provide advance notification: text reminders night before and one hour before each collection
    • Deliver your first reusable GlassBag on your first collection day, at no additional set‑up cost
    • Ensure collections are on‑timefor according to our collection scheduled.
    • Respond to enquiries within 1 business day via email or voicemail.
    • Resolve complaints or issues within 5 working days, or update you if longer.

    3. Environmental Responsibility

    We commit to:

    • Recycling mixed household glass (bottles and jars of all colours) with no loss in quality
    • Partnering with licensed processing centres such as Batt Glass Recycling Ltd
    • Converting your glass into cullet and re‑using it in new glass products or upcycling items.
    • Minimising unnecessary transport emissions through route optimisation and efficient collection schedules.

    4. Health, Safety & Compliance

    We will:

    • Train drivers in safe manual handling and glass transport.
    • Maintain vehicles and equipment to high safety standards.
    • Conduct regular risk assessments and act on any findings.
    • Comply fully with EPA, HSA, NWCPO and local authority regulations under the relevant waste permit paperwork.
    • Ensure all staff wear appropriate PPE and conduct collections safely in public areas.

    5. Customer Responsibilities

    To help us serve you efficiently, please:

    • Fill your GlassBag with clean, dry glass bottles and jars only (no lightbulbs, ceramics, mirrors, etc.).
    • Place the bag outside at the agreed time/location on your collection day.
    • Avoid overfilling the bag or using unapproved containers. Detach old bags if damaged.
    • Treat our staff courteously, and ensure safe access for collection.
    • Provide any changes to your contact details or collection schedule promptly.

    6. Data Protection & Privacy

    We are committed to:

    • Handling your personal data in line with GDPR.
    • Collecting only the information needed to manage your account and service delivery.
    • Never disclosing your information to third parties without explicit consent, unless required by law.

    7. Complaints & Feedback

    If you have feedback or concerns:

    1. Contact us at info@glassbag.ie or 086 871 9777.
    2. We acknowledge your complaint within 1 working day.
    3. Aim to resolve concerns within 5 working days, or update you promptly if it will take longer.

    We also welcome compliments or suggestions anytime.

    8. Accessibility and Inclusion

    We will:

    • Make our customer service accessible to all, including those with special needs or language preferences.
    • Provide materials in alternative formats upon request.

    9. Sustainability Pledge

    We pledge to:

    • Ensure all glass collected is fully recycled or upcycled through Irish partners
    • Continue improving efficiency and reducing our carbon footprint.
    • Raise awareness within our community about the benefits of recycling glass.

    10. Review and Accountability

    This Charter is reviewed annually and updated as needed to reflect changes in regulation, service delivery, or customer expectations.

    Thank you for choosing Glass Bag Recycling Limited. By recycling with us, you're helping build a cleaner, greener future.

    Email: info@glassbag.ie
    Phone: 086 871 9777
    Website: www.glassbag.ie

     

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