Home / HACCP Endorsed & SLA

Packit Industrial Packaging suppliers are committed to the principles of HACCP and therefore the health and safety of consumers. Management of the HACCP endorsed program is applied to the manufacture, storage and dispatch of primary and secondary packaging materials for the food industry. Covering all activities of the business which impact on the safety of the packaging materials manufactured including purchasing and receipt of raw materials, manufacturing of the packaging, and storage and dispatch of the finished goods. Specifically, the scope of the HACCP based Food Safety Program commences from the purchase of raw materials through to dispatch of the finished goods to Packit Industrial Packaging customers. The program undergoes routine verification steps and has been based on the HACCP methodology of risk management.

SERVICE LEVEL AGREEMENT

See Below for copy of Service Level Agreement

Service Level Agreement

for

Supply of Product or Services

between

Packit Industrial Packaging (Qld) Pty Ltd (PIP)

and

Customers

PAGE 2

Contents

1. Service Level Agreement ................................................................................................3

1.1 Statement of Intent ..................................................................................................... 3

1.2 Objectives of Service Level Agreements ........................................................................ 3

1.3 Period of Agreement ................................................................................................... 3

1.4 Review Procedure ....................................................................................................... 3

1.5 Representatives .......................................................................................................... 4

1.7 Service Level Monitoring .............................................................................................. 4

1.8 Dealing with complaints/ non conformance..................................................................... 4

  • 2.PIP Responsibilities .........................................................................................................5

2.1 Functional Overview ............................................................................................... .... 5

2.2 Hours of Operation ...................................................................................................... 5

2.3 Response Times ......................................................................................................... 5

  • 3.Customers Responsibilities .............................................................................................. 5
  • 4.PIP Philosophy ............................................................................................................... 5


PAGE 3

1. Service Level Agreement

1.1 Statement of Intent

The aim of this agreement is to provide a basis for close co-operation between PIP and Customers"
thereby ensuring a timely and efficient service supply of products is available to Customers. The
objectives of this agreement are detailed in Section 1.2.

This agreement is contingent upon each party knowing and fulfilling their responsibilities and
generating an environment conducive to the achievement and maintenance of targeted service
levels.

1.2 Objectives of Service Level Agreements

To create an environment which is conducive to a co-operative relationship between Customers and
PIP to ensure the effective supply of product

To document the responsibilities of all parties taking part in the Agreement

To ensure that PIP achieves the provision of a high quality of service for Customers.

To define the commencement of the agreement, its initial term and the provision for reviews

To define in detail the product/service to be delivered by PIP and information to be provided by
customers, thereby reducing the risk of misunderstandings

To institute a formal system of objective service level monitoring ensuring that reviews of the
agreement are based on factual data

To provide a common understanding of service requirements/capabilities and of the principles
involved in the measurement of service levels

To provide for all parties to the Service Level Agreement a single, easily referenced document which caters for all objectives as listed above

1.3 Period of Agreement

This agreement will commence on the date specified in the Official Order or Initial Order for repeat
orders following the acceptance by both parties and will continue until terminated.

1.4 Review Procedure

This agreement will be reviewed on either on a specific date as agreed between PIP and the
customers or triggered by non conformance. The review will cover products supplied and efficiency
of delivery.

PAGE 4

1.5 Representatives

PIP and Customers nominate the following representatives responsible for the monitoring and
maintenance of the service agreement:

PIP                        PIP Customer Services

CUSTOMERS Customer Representative

In the absence of a customer nominating a representative, then the purchasing officer or person placing the orders is deemed to be the representative.

1.6 Service Level Monitoring

The success of service level agreements depends fundamentally on the ability to measure
performance comprehensively and accurately so that credible and reliable information can be provided to Customers ..

Service factors must be meaningful, measurable and monitored constantly. Actual levels of service are to be compared with agreed target levels on a regular basis by both PIP and Customers. In the event of a discrepancy between actual and targeted service levels both PIP and Customers are expected to identify and resolve the reason(s) for any discrepancies in close co-operation.

Service level monitoring will be performed by PIP to ensure that levels are maintained

1.7 Complaints

Any issue relating to this document or the relationship between PIP and Customer received by either
party will be forwarded in writing and distributed concurrently to the signatories of this document.
The intent is to ensure thorough, timely and open resolution of all such problems.

In the case of retail supply, phone calls and emails will be dealt with in a timely manner, establishing the reason for complaint and determining what needs to be adjusted to ensure the problem can be avoided in the future.

1.8. Dealing with complaints/ non conformance

Complaints and/or Nonconformance can be received in the format of an official report from
customers, email or phone. In the case of retail clients it is most often in the form of phone.

  • · Complaints (not yet defined as a non-conformance) are logged for monitoring.
  • · All non-conformance will be logged and investigated.

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2. PIP Responsibilities

2.1 Functional Overview

To receive orders, facilitate manufacture where applicable and dispatch of products to the customer
ite or to alternative location according to the order.

2.2 Hours of Operation

The PIP staff are available for standard business hours for Australian business. 9.00am – 5.00pm Monday to Friday except on public holidays. In addition there is normally a designated closure period over the Christmas/New Period. This closure time will be publicised.

2.3 Response Times

Response times to all items of business will be prompt and within a 48 hour period for email
response and 48 hours for physical response (dispatch of goods from warehouse). Customers will be updated on the expected delivery date in the case of shipping, and will be advised on any changes to shipping as PIP is advised by the shipping lines.

3. Customer Responsibilities

Customers is a provider of orders for supply of products. For any new product, full specifications
must be provided by the customer, including artwork (where applicable), in a format suitable for
cylinder/ flexo plate manufacture.

4. PIP Philosophy

Our philosophy of Success through Partnership translates to working with customers to achieve a high level of customer support, service and quality products