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Latest Update

Dear Valued Customer,

Previous communication advised that Big Chill would be completing Saturday deliveries to Supermarkets only. Based on the move to Alert Level 2 Big Chill will now resume deliveries to normal delivery points as previously serviced on a Saturday, not just supermarkets.

Due to a continued downturn in overall volumes we will however be maintaining restrictions on a number of areas serviced. The list below are areas that will continue to not be serviced on a Saturday at this time.

Thames / Matamata / Morrinsville / Murupara / Waiuku / Tuakau / Ngatea / Ngaruawahia / Leeston / West Milton / Lyttleton / Alexandra / Stratford / Hawera / Te Aroha / Te Awamutu / Te Kauwhata / Tirau / Otorohanga / Whakatane / Kawerau / Masterton / Pahiatua / Eltham / Wanganui / Inglewood / Huntly / Waitara / Eketahuna / Picton / Wellsford

It is critical that when booking freight for a Saturday delivery that this is clearly communicated on the pickup manifest and that the consignment (Pallet/Carton/Tie) does have a “Saturday Delivery” sticker on it.

We will continue to review the areas above and as freight volumes increase will look to resume normal Saturday services. There is likely to be a staged approach to the regions we introduce for Saturday deliveries and we will ensure that these are clearly communicated to you.

Thank you for your patience and understanding. Stay safe.

Date: 12/5/2020

Dear Valued Customer,

With the announcement that the Government will move out of Alert Level 3 to Alert Level 2 at 11.59PM Wednesday 13th May 2020, Big Chill Distribution advises that the following changes will be made to services.

Keeping safe and avoiding transmission continues to be a key focus for all New Zealand businesses at this time. Many of the operational disciplines and processes Big Chill Distribution has put in place as an essential service during previous Alert Levels will continue at Level 2. This is for the safety of our customers, our staff and receivers.

While Alert Level 2 will allow more of our customers to resume trading – it is crucial we continue to follow established NZ Government safety guidelines. Refer www.covid19.govt.nz

We advise that the following services will apply once Alert Level 2 is activated on 13th May 2020:

LEVEL 2 - Big Chill Response effective 11.59PM Wed 13th May 2020:

  • Normal Big Chill delivery services will be supplied to all commercial delivery points that are open under Government approved rules for Level 2.
  • Saturday deliveries to Supermarkets only. Strictly enforced.
  • Contactless deliveries and pick-ups will continue as standard.
  • Customer return pick-ups (contactless) will be actioned.
  • Customer drop-offs (contactless) at Big Chill depots allowed, but only between 1000-1400hrs Mon-Fri.
  • Customer pickups (contactless) from Big Chill depots allowed, but only between 1000-1400hrs Mon-Fri.
  • We will continue to split our 3PL teams to meet social distancing requirements. As such please expect up to one-day delay in picking/shipping of 3PL orders.
  • Temporarily suspended Saturday Delivery destinations (as advised on 30/3/2020) continue until further advised.

Thank you for your patience and understanding. Stay safe, stay well and look after each other.

Friday 29th May

All pick-ups and deliveries as normal across the network.

Linehaul units operate as normal.

Saturday 30th May

Normal Saturday delivery service applies (COVID 19 Temporarily suspended Saturday delivery areas will receive deliveries on this day as a one off arrangement).

Inter-island Line Haul service operates.

Pre-arranged collections only.

Sunday 31st May

No deliveries or Line haul services operate.

Monday 1st June (Queens Birthday Observed)

No deliveries nationwide.

Line Haul units operate as normal.

Pre-arranged collections only in a town/city where there is Big Chill Depot.

Tuesday 2nd June

Return to normal services

ALL pick-ups must be arranged by phone or email no later than a week before the respective Holiday. Please note we are only able to do pick-ups in specific areas on the public holidays, contact your local depot manager for further clarification on this. DO NOT assume regular pick-ups will happen automatically.

PICK-UP REQUESTS to:

Stacy Gibson (Auckland) 021-279-0104 or StacyG@bigchill.co.nz

Michael Aitken (Putaruru) 027-448-8096 or MichaelA@bigchill.co.nz

Jon Oldridge (Hastings) 027-522-2975 or JonO@bigchill.co.nz

Garner Grieve (Palmerston North) 021-279-1553 or GarnerG@bigchill.co.nz

Carl Voullaire (Wellington) 027-258-0255 or CarlV@bigchill.co.nz

Louise Fissenden (Blenheim) 021-406-323 or LouiseF@bigchill.co.nz

Nathan Hyde (Christchurch) 027-522-2974 or NathanH@bigchill.co.nz

Don Gillan (Dunedin) 027-433-1104 or DonaldG@bigchill.co.nz

Ronnie Thompson (Cromwell) 027-808-5553 or RonnieT@bigchill.co.nz

Update 8: 22/April/2020


Dear Valued Customer,

With the announcement that the Government will move out of Alert Level 4 at 11.59PM Monday 27th April 2020, Big Chill Distribution advises that the following changes will be made to services.

Keeping safe and avoiding transmission continues to be a key focus for all New Zealand businesses at this time. The disciplines and processes Big Chill Distribution has put in place as an essential service during Alert Level 4 will continue. This is for the safety of our customers, our staff and receivers. While Alert Level 3 will allow more of our customers to resume trading – the additional safety measures our business put in place at Alert Level 4 will remain in place.

We advise that the following services will apply once Alert Level 3 is activated on 27th April 2020:

LEVEL 3 - Big Chill Response effective 11.59PM Mon 27th April 2020:

  • The liability terms for carriage of ALL consignments in it’s network remain at an Owners Risk basis, except where goods are damaged/temp abused (in which case LCR will apply).
  • Normal delivery services will be supplied to all delivery points that are open under Government approved rules for Level 3.
  • Contactless deliveries and pick-ups will continue as standard.
  • Saturday deliveries to Supermarkets only. Strictly enforced.
  • Deliveries to Service Stations (BP, Z, Caltex, Mobil) Monday to Friday only.
  • No returns pick-ups will be actioned.
  • Customer drop-offs at Big Chill depots remain suspended.
  • Customer pickups from Big Chill depots remain suspended.
  • Customers should expect disruption to some delivery services. We will make all efforts to minimise these.
  • We would ask for no ETA queries unless a consignment is delayed by more than 24-hours.
  • As we continue to split our 3PL teams, expect up to one-day delay in picking/shipping of 3PL orders.
  • Temporarily suspended Saturday Delivery destinations (as advised on 30/3/2020) continue. These will be reviewed again in mid-May.

Thank you for your patience and understanding. Stay safe, stay well and look after each other.

Yours faithfully



Update 7: 01/4/2020 – TEMPORARY SUSPENSION OF SATURDAY SERVICES TO SPECIFIC TOWNS OVER EASTER WEEKEND


EASTER SATURDAY DELIVERIES

Dear Valued Customer,

In notice number 5 on the 30th of March and notice number 6 31st March; we instructed customers of the reduction of Saturday deliveries to specific regions as detailed below:

No Saturday Deliveries - Effective 04/04/2020
Thames / Matamata / Morrinsville / Tokoroa / Waiuku / Tuakau / Ngatea / Ngaruawahia / Stratford / Hawera / Te Aroha / Te Awamutu / Te Kauwhata / Tirau / Otorohanga / Whakatane / Kawerau / Masterton / Pahiatua / Eltham / Wanganui / Inglewood / Waitara / Rotorua / Taupo / Huntly / Eketahuna / Wellsford / Kaiwaka / Waipu / Ruakaka / Kawakawa / Kaikohe / Waitangi / Pahia / Kerikeri / Waipapa
Leeston / West Milton / Lyttleton / Cromwell / Queenstown / Wanaka / Alexandra

Due to the fact that there will be no deliveries on Easter Friday the 10th of April (Applicable for Easter weekend ONLY Saturday the 11th of April) we will resume deliveries to these destinations.

Once the National Alert Level reduces we will recommence full normal services to these centres quickly.

All other services remain as we advised on our Customer Communication (customer update 4) on 24th March 2020.

Thank you for your patience and understanding. Stay safe, stay well and look after each other.

Yours faithfully

Mike Roberts

Chief Executive Officer

Big Chill Limited

31/3/2020 – TEMPORARY SUSPENSION OF SATURDAY SERVICES IN THE NORTHLAND REGION

Dear Valued Customer,

Big Chill have been informed by our Service Partner delivering freight in the Northland Region that there will be a reduction of services for Saturday deliveries. Please note below the notice from Tranznorth and the impacts to these services.

Tranznorth have noticed a reduction in freight volumes into the Northland region over the last week. As we look to maintain a sustainable level of service and to protect the health & wellbeing of our staff we accordingly advise that effective this coming Saturday 4th April 2020 that ALL Saturday deliveries will temporarily be suspended to the below centres.

Once the National Alert Level reduces we will recommence full normal services to these centres quickly.

  • Wellsford
  • Kaiwaka
  • Waipu
  • Ruakaka
  • Kawakawa
  • Kaikohe
  • Waitangi/Paihia
  • Kerikeri
  • Waipapa

Thank you for your patience and understanding. Stay safe, stay well and look after each other.

Yours faithfully

Michael Roberts

Chief Executive Officer

Big Chill Distribution Limited


COVID-19 CUSTOMER UPDATE

Update 5: 30/3/2020 – TEMPORARY SUSPENSION OF SATURDAY SERVICES TO SPECIFIC TOWNS

Dear Valued Customer,


Across the last five days Big Chill has noticed a reduction in freight volumes to a number of New Zealand centres. As we look to maintain a sustainable level of services nationally, and to protect the health & wellbeing of our staff we accordingly advise that effective this coming Saturday 4th April 2020 that Saturday deliveries & pick-ups will temporarily be suspended to the below centres.

Once the National Alert Level reduces we will recommence full normal services to these centres quickly.

No Saturday Deliveries - effective 04/04/2020

Thames / Matamata / Morrinsville / Murupara / Tokoroa / Waiuku / Tuakau / Ngatea / Ngaruawahia / Stratford / Hawera / Te Aroha / Te Awamutu / Te Kauwhata / Tirau / Otorohanga / Whakatane / Kawerau / Masterton / Pahiatua / Eltham / Wanganui / Inglewood / Waitara / Rotorua / Taupo / Huntly / Eketahuna

Leeston / West Melton / Lyttleton / Cromwell / Queenstown / Wanaka / Alexandra / Picton


Furthermore, effective Mon 6th April 2020, services to Seddon will change to Tues & Fri only, and Havelock to Mon to Thurs only.

All other services remain as we advised on our Customer Communication (customer update 3) on 23rd March 2020.

Thank you for your patience and understanding. Stay safe, stay well and look after each other.

Yours faithfully

Michael Roberts

Chief Executive Officer

Big Chill Distribution Limited

Update: 24/3/2020

Dear Valued Customer,

With the announcement today that the Government has raised the Alert Level to 3, and that it will move to Alert Level 4 commencing at 11.59PM Wednesday 25th March 2020, Big Chill Distribution advises that the following service changes will be made.

We advise that the following services will apply once Alert Level 4 is activated this Wednesday night:

LEVEL 4 - Big Chill Response effective 11.59PM Wed 25th March 2020:

  • Big Chill Distribution advises this is a Force Majeure event in terms of contracted customers and it’s standard Trading Terms & Conditions.
  • The liability terms for carriage of ALL consignments in it’s network will be on an Owners Risk basis, except where goods are damaged/temp abused (in which case LCR will apply).
  • Normal delivery services will endeavour to be supplied to all current delivery points (with a focus on Supermarkets, Supermarket DC’s, Food Service DC’s (if open). However, NO deliveries will be made to restaurants/QSR’s/cafes/takeaways/dairy’s/convenience stores or airport lounges/retail outlets.
  • Saturday deliveries to Supermarkets only. Strictly enforced.
  • Deliveries to Service Stations (BP, Z, Caltex, Mobil) Monday to Friday only.
  • No returns pick-ups will be actioned.
  • Customer drop-offs at Big Chill depots are suspended.
  • Customer pickups from Big Chill depots are suspended.
  • Customers should expect disruption to some delivery services. We will make all efforts to minimise these.
  • We would ask for no ETA queries unless a consignment is delayed by more than 24-hours.
  • As we split our 3PL teams, expect up to one-day delay in picking/shipping of 3PL orders.
  • We are reviewing regional runs and delivery frequency (especially Saturdays), and we will advise if any changes are made to these in due course.

Big Chill understands that it is an essential business in ensuring that food transport channels remain as open as much as possible across this event. We provide a strategically important service, and all efforts will be made to ensure service disruptions are minimised.

Thank you for your patience and understanding. Stay safe, stay well and look after each other.

Yours faithfully

Michael Roberts

Chief Executive Officer

Big Chill Distribution Limited

Dear Valued Customer,

This is to provide you with an update on what actions Big Chill is taking to protect its staff, partners, community and customer supply chains at this time.

In terms of our staff and our community, Big Chill continues to follow NZ Government guidelines on this serious event (refer: www.covid19.govt.nz).

As examples, we have or are taking the following actions:

  1. Where possible we have staff working from home. This will be further expanded this week.
  2. All business travel and customer visitors (onsite and offsite) has been suspended.
  3. Where possible our facilities have been locked down and visitors strictly vetted.
  4. No family/friends of employees allowed to enter any sites.
  5. Cleaning protocols in our facilities are being intensified.
  6. Personal hygiene & safeguard practices are being regularly reinforced with all staff.
  7. Big Chill is providing free-of-charge flu vaccinations for all staff.
  8. Where possible teams are being split into pods and are working in different parts of buildings.

The above are some of the changes we have made to our business. As this situation develops we will look to take further actions as we protect our staff.

Customers should by now be aware of the NZ Government COVID-19 Alert Level system that was announced on 21st March 2020. In relation to these we wish to provide an outline how Levels 2 and 3 apply to our customers and what operational changes Big Chill has and/or will make:

LEVEL 2 Big Chill Response effective 23/3/2020:

  • Normal services to Supermarkets, Supermarket DC’s, Food Service DC’s (if open) apply Monday to Saturday.
  • Saturday services revert to servicing Supermarkets only. Strictly enforced.
  • Restaurants/cafes/QSR outlets to be serviced Mon-Fri, only if they are open.
  • Big Chill will not commit to achieving pre-existing service levels at this time.
  • Customers need to expect delays with pick-ups & deliveries as we contend with a rapidly evolving situation and increased demand.

LEVEL 3 - Big Chill Response:

  • Normal services to Supermarkets, Supermarket DC’s, Food Service DC’s (if open) apply Monday to Saturday.
  • Saturday deliveries to Supermarkets only. Strictly enforced.
  • Deliveries to Service Stations (BP, Z, Caltex, Mobil) Monday to Friday only.
  • No deliveries to restaurants/cafes/QSR outlets.
  • No returns pick-ups will be actioned.
  • Customer drop-offs at depots to continue, but only between 1000-1400hrs Mon-Fri.
  • Customer pickups from Big Chill depots suspended.
  • Customers should expect disruption to some delivery services as some regions will have reduced delivery frequency.
  • We would ask for no ETA queries unless a consignment is delayed by more than 24-hours.
  • As we split our 3PL teams, expect up to one-day delay in picking/shipping of 3PL orders.

We would strongly recommend that customers commence their planning around a Level 3 situation (either regionally or nationally) being announced at some point. The above changes will occur with immediate effect as the Alert Level changes.

As we have previously stated, our focus remains on ensuring the temperature controlled supply chains in NZ remain open at this time. We will continue to provide these updates on our preparedness, and any service changes as we respond to the situation.

Thankyou for your patience & understanding.

Yours faithfully

Michael Roberts

Chief Executive Officer

Big Chill Distribution Limited

COVID-19 IMPORTANT NOTICE TO CUSTOMERS

Re: Changes to Big Chill Delivery Processes – effective Tues 24th March 2020

Dear Customer,

The physical nature of our business means that Big Chill drivers cannot isolate themselves. Daily interaction with customers, shippers and receivers is a requirement that cannot be avoided.

As such from Tuesday 24th March 2020 Big Chill will implement the below protocols in an effort to manage safe separation in the delivery process.

We would ask that shippers and receivers respect that our drivers will endeavour to maintain a 2-metres (or a safe working distance) at all times.

From 24/3/2020, until further advised, Big Chill will not be requiring customers to sign the delivery manifest as is currently required. The following process will be applied as standard:

When making a delivery our driver will ask for the receiver’s name and print this name on the Big Chill manifest in front of the receiver.

This record will act as the legal proof of delivery. The driver will also record the date/time.

If the recipient wishes to have a notation made around the consignment, i.e. for items short, damaged or out of temp, then they can ask the driver to record what message they want on the manifest and the driver will write this down before he leaves the delivery premises. He will show the recipient what has been written on the manifest.

Please work with your delivery driver – there is a need for social distancing, and many of our teams are contending with increased freight deliveries and changes to delivery processes (that are designed to keep you and them safe at this time).

We are continuing to work hard and diligently to do our part in ensuring New Zealand’s vital temperature controlled supply chains remain open during this crisis. We also ask for your continued support in ensuring the above message is communicated across your business to all staff that will engage with our drivers.

If you have any questions around these changes to our delivery protocols, please contact your Big Chill account manager.

Yours faithfully

Michael Roberts

Chief Executive Officer