Customer Charter

ECOWAY LTD

CUSTOMER SERVICE CHARTER & SERVICE COMMITMENT

Delivering Service Excellence

Our Commitment

At EcoWay Ltd, we recognise that waste management is an essential service that supports businesses, residential communities, construction projects, industrial facilities and public infrastructure. Every collection, every customer interaction and every environmental obligation carries a responsibility to operate safely, professionally and efficiently.

Our customers rely on us to provide dependable, compliant and environmentally responsible waste management solutions that support their operational requirements while contributing to cleaner, safer and more sustainable communities.

At EcoWay, we understand that trust is earned through consistent performance. Every collection completed safely, every customer enquiry answered professionally and every commitment delivered on time contributes to that trust. Our objective is not simply to collect waste, but to provide reliable solutions, responsive support and long-term value to the customers and communities we serve.

This Customer Service Charter outlines the standards of service, professionalism and accountability that define how we operate and what our customers can expect from EcoWay.

Whether supporting residential communities, commercial operations, industrial facilities, construction projects or managed property portfolios, our commitment remains the same:

To deliver reliable waste management solutions through operational excellence, environmental responsibility and exceptional customer service.

OUR BUSINESS

EcoWay is a professional waste management company providing collection, recycling, recovery and environmental services throughout Ireland.

We combine industry expertise, operational excellence and sustainable practices to deliver practical waste management solutions tailored to the specific needs of our customers.

We recognise that effective waste management is a critical business function. Our role extends beyond waste collection; we work with customers to improve environmental performance, maintain compliance, optimise waste management processes and support sustainability objectives.

Our success is built upon strong customer relationships, professional service delivery and a commitment to reliability, accountability and continuous improvement.

We view every customer relationship as a long-term partnership and strive to create lasting value through responsive service, transparent communication and dependable operational support.

OUR CORE VALUES

Safety

Safety is not simply a priority; it is a core value that underpins every decision we make. We are committed to maintaining safe systems of work, investing in training and fostering a culture where every individual takes responsibility for safety.

Reliability

Our customers depend on us to deliver essential services. We strive to provide consistent, dependable and responsive service delivery across all areas of our operations.

Customer Focus

We place our customers at the centre of everything we do. We listen, respond and work collaboratively to develop practical waste management solutions tailored to individual requirements.

Sustainability

We actively support waste reduction, recycling and resource recovery initiatives that contribute to Ireland's environmental objectives and the development of a circular economy.

Integrity

We conduct our business honestly, professionally and ethically while maintaining transparency in all dealings with customers, suppliers, employees and stakeholders.

Continuous Improvement

We continuously review our systems, processes and performance to improve service quality, operational efficiency and customer satisfaction.

WHY CHOOSE ECOWAY

We measure our success by the success of our customers and by our ability to consistently deliver safe, reliable and environmentally responsible services.

Customers choose EcoWay because we provide:

• Reliable and responsive service delivery.

• Experienced operational management.

• Professional customer support.

• Environmentally responsible waste management solutions.

• Strong environmental and compliance expertise.

• Transparent communication and accountability.

• Continuous investment in people, technology and fleet infrastructure.

• A partnership approach focused on long-term customer success.

• Practical solutions tailored to individual customer requirements.

• A commitment to continuous improvement and operational excellence.

OUR SERVICE COMMITMENTS

EcoWay is committed to:

• Delivering services safely, professionally and in compliance with all applicable legislation.

• Providing reliable and efficient waste collection, recycling and recovery solutions.

• Maintaining transparent and honest communication with customers.

• Responding promptly to enquiries, service requests and complaints.

• Investing in employee development, fleet maintenance and operational technology.

• Supporting environmental sustainability through responsible waste management practices.

• Delivering transparent reporting and accountability.

• Supporting customers in achieving their sustainability and compliance objectives.

• Continuously improving operational performance.

• Building long-term partnerships based on trust, reliability and mutual respect.

CUSTOMER SERVICE STANDARDS

The following standards represent our service targets and form part of our commitment to accountability, transparency and continuous improvement.

Email Enquiries

Response within 1 Business Day

General Customer Queries

Response within 3 Business Days

Missed Collection Reports

Investigation within 1 Business Day

Complaint Acknowledgement

Within 2 Business Days

Complaint Resolution

Within 10 Business Days

New Customer Account Set-Up

Within 5 Business Days

Additional Bin Delivery Requests

Within 5 Working Days

Service Change Requests

Processed within 5 Business Days

Emergency Service Requests

Same-Day Assessment Where Practical

Bin Repairs / Replacements

Within 5 Working Days

Scheduled Collections

Target Service Delivery Rate of 99%

While circumstances outside our reasonable control may occasionally affect these targets, we will always endeavour to communicate openly, keep customers informed and provide practical solutions wherever possible.

RELIABLE SERVICE DELIVERY

Customers can expect EcoWay to:

• Operate a professionally managed and well-maintained collection fleet.

• Deliver scheduled services in accordance with agreed service arrangements.

• Minimise service disruptions wherever reasonably practicable.

• Communicate proactively regarding significant operational issues.

• Respond promptly to service-related concerns.

• Provide practical and effective waste management solutions.

• Maintain appropriate operational resources to support service delivery.

• Continuously monitor service performance and customer satisfaction.

• Maintain high standards of professionalism and accountability.

INNOVATION AND CONTINUOUS DEVELOPMENT

We recognise that innovation plays a vital role in improving service reliability, environmental performance and customer experience.

EcoWay continues to invest in technology, operational systems and process improvements that support efficient service delivery and provide greater value to our customers.

We continually seek opportunities to improve:

• Route planning and operational efficiency.

• Fleet tracking and route optimisation.

• Customer communications.

• Environmental performance.

• Data reporting and service monitoring.

• Fleet performance and reliability.

• Recycling and recovery outcomes.

• Digital customer engagement and service management.

• Compliance monitoring and reporting.

• The adoption of emerging environmental technologies.

By embracing innovation, we aim to deliver smarter, more efficient and more sustainable services.

ENVIRONMENTAL RESPONSIBILITY

Environmental responsibility is a core part of our business strategy and an integral part of how we operate.

We believe that effective waste management is a shared responsibility between service providers, customers and the wider community. By working together, we can reduce environmental impact, improve recycling performance and maximise resource recovery opportunities.

EcoWay is committed to:

• Maximising recycling and resource recovery opportunities.

• Reducing waste sent to landfill.

• Supporting Ireland's circular economy objectives.

• Encouraging correct waste segregation practices.

• Promoting environmental awareness and best practice.

• Operating in full compliance with environmental legislation and permit requirements.

• Continuously reducing our environmental footprint wherever reasonably practicable.

• Supporting customers in achieving their sustainability goals.

We work closely with customers to identify opportunities for improved recycling performance and sustainable waste management practices.

HEALTH, SAFETY AND WELLBEING

The health, safety and wellbeing of our employees, customers, contractors and the public remain our highest priority.

EcoWay is committed to:

• Maintaining safe systems of work.

• Preventing accidents, injuries and occupational illness.

• Providing appropriate training and competency development.

• Conducting risk assessments where necessary.

• Promoting a positive safety culture throughout the organisation.

• Maintaining compliance with all applicable health and safety legislation.

• Continuously improving health and safety performance.

EQUALITY, FAIRNESS AND RESPECT

EcoWay is committed to creating an environment where all individuals are treated with dignity, fairness and respect.

We do not tolerate discrimination, harassment, bullying or unfair treatment and are committed to providing equal opportunities in accordance with Irish legislation.

We value diversity and believe that an inclusive and respectful culture contributes to stronger relationships, better decision-making and improved business performance.

DATA PROTECTION AND CONFIDENTIALITY

EcoWay respects the privacy of its customers, employees and stakeholders.

We are committed to:

• Protecting personal information.

• Processing data lawfully, fairly and transparently.

• Complying with the General Data Protection Regulation (GDPR).

• Maintaining appropriate technical and organisational safeguards.

• Respecting customer confidentiality at all times.

• Ensuring information is only used for legitimate business purposes.

Further information is available within our Privacy Policy.

CUSTOMER RESPONSIBILITIES

To help us provide an efficient and effective service, customers are expected to:

• Present waste safely and correctly for collection.

• Segregate recyclable materials appropriately.

• Provide safe and unobstructed access to collection points.

• Notify us promptly of service-related issues.

• Maintain accurate account and contact information.

• Comply with agreed payment terms.

• Cooperate with reasonable operational, health and safety requirements.

• Support environmental best practice and waste reduction initiatives where possible.

FEEDBACK AND CONTINUOUS IMPROVEMENT

Customer feedback plays an important role in helping us improve our services.

We actively encourage feedback, suggestions and recommendations from customers and stakeholders.

Feedback helps us:

• Improve service quality.

• Enhance customer experience.

• Identify opportunities for operational improvement.

• Improve training and performance standards.

• Develop new services and solutions.

• Strengthen customer relationships.

We welcome feedback as part of our commitment to continuous improvement.

COMPLAINT RESOLUTION

EcoWay is committed to handling complaints fairly, objectively and efficiently.

Where a customer is dissatisfied with any aspect of our service, we will:

• Acknowledge complaints promptly.

• Conduct a fair and impartial investigation.

• Keep customers informed throughout the process.

• Implement corrective actions where appropriate.

• Identify root causes where necessary.

• Use lessons learned to improve future performance.

Full details of our complaints handling process are available within our Complaints Procedure.

CORPORATE SOCIAL RESPONSIBILITY

EcoWay recognises its responsibility to customers, employees, suppliers, communities and the environment.

We are committed to:

• Conducting business ethically and responsibly.

• Supporting local communities where possible.

• Promoting environmental sustainability.

• Encouraging responsible resource management.

• Supporting ethical procurement practices.

• Investing in employee development and wellbeing.

• Maintaining high standards of governance and accountability.

• Contributing positively to the communities in which we operate.

• Creating long-term social, environmental and economic value.

CUSTOMER SUPPORT & SERVICE ENQUIRIES

EcoWay Ltd

Phone: +353 (0) 1 874 8340

 Email: [email protected]

 Website: www.ecoway.ie

Our team is committed to providing professional, responsive and customer-focused support at all times.

OUR PROMISE

"To be Ireland's trusted waste management partner by delivering safe, reliable and sustainable solutions, exceptional customer service and measurable value for the communities and businesses we serve."