03/24/2020
And from DHL:
Dear Valued Customer,
Against the backdrop of the global Covid-19 outbreak, DHL Express is continuously adapting to mitigate potential impacts for you and your customers.
With this letter we want to share with you some of our main actions we are taking to ensure the safety of our customers, your customers and our employees during the COVID-19 outbreak.
In the background we are working on mobilizing our business continuity plans, monitoring and responding to local conditions. DHL Express is maintaining delivery services around the world. To help you stay up to date on our operations in impacted countries, click here.
In addition, you can read more information about how we are responding to the situation here.
THE SAFETY OF OUR CUSTOMERS: Non-Contact Deliveries
To assist our customers who do not wish to sign on scanners or on paper due to social distancing, beginning Monday March 23rd, we will temporarily enable the Signature Release option for all business-to-consumer (B2C) shipments on our On Demand Delivery platform. Receivers whose shippers already permit Signature Release will continue to receive the same delivery experience they’ve always had.
Please note the following important rules we always follow for Signature Release:
Shipments keep the signature requirement, unless the receiver authorizes release using On Demand Delivery.
DHL stores an electronic record of the release authorization, including name, date and time.
Signature Release does not mean DHL will “just leave it.” The receiver must authorize the release using On Demand Delivery. If there is no release authorization, we will always attempt to get a signature.
In cases where the receiver does not choose Signature Release prior to delivery, but still does not want to sign on the scanner, our couriers will temporarily offer a non-contact alternative.
Countries where for operational, cultural or security reasons Signature Release is not offered, are not included in the temporary directive*.
It is more important than ever that we have accurate mobile phone and email details of your customers. Without mobile phone or email we cannot provide your customers with access to On Demand Delivery. In addition, always check that your international customers can receive DHL parcels at this time.
OTHER ON DEMAND DELIVERY CHANGES
We will change other delivery options available as required by each country. For instance, in those countries where retail behavior has been restricted, our partner service points may close temporarily. These changes will be reflected in the options we present to your customers until daily life normalizes.
THE SAFETY OF OUR EMPLOYEES
In line with our “Safety First” principle, we are following the guidelines laid down by the dedicated COVID-19 task force of our parent company, Deutsche Post DHL Group. This includes making sure that our country organizations operate in accordance with the protocols of official authorities, both international organizations and local health authority advisories, whichever sets the strictest rules.
Our couriers are taking the utmost care to keep themselves and their vehicles clean and sanitary. Hands and scanners are being sanitized after every pickup or delivery. Where local authorities have ordered it, gloves and masks are to be worn.
To protect our employees, we have issued a set of simple guidelines relating to social distancing and hygiene, as well as HR procedures for quarantine and sick leave. We also regularly update our employees on the changing situation via internal media and our local management teams.
DHL Express will continue to respond constructively to the needs of our customers and employees, and will continue to enhance our processes as the situation develops, in accordance with guidelines from global and local authorities.
Thank you for your trust and cooperation.
Regards,
DHL Express
