FAQ
Services
Q - I need a delivery across town in an hour?
A – Yes, we can do a Direct Drive, first available vehicle and direct drive to your destination.
Q – Do you deliver furniture?
A – Furniture in a box, that is packed in a box – no problems. Furniture like a grand piano or a wardrobe – no, you need to get a specialist furniture removal company.
Q – I need to send a heavy box across the country, can you do this?
A – Sure can, from capital cities to any address in Australia.
Q – I want a courier, but I do not want to spend allot, is there a cheap service?
A – ANC has over night parcel services, or low cost same day services.
Q – We need 20 pallets delivered, can you do this?
A- Sure can, we have vehicles that can do anything from 1 to 24 pallets.
Q – What kind of vehicles do you have?
A – From bicycles, small vans and 1 tonne flat tops and utes, to trucks from 2 tonne to 24 tonne, flat tops and taut liners. ANC even has specialist vehicles available like crane trucks and tail lifters.
Q – Can I request a special or particular type of vehicle?
A – Yes
Q – Do you guarantee the delivery time?
A – Yes, have a look at the delivery time when you book your job online.
Q – I have a complaint, who do I talk to?
A – Call our national 13 20 88 number and speak to customer service, tell them about the problem. If you have a complaint, call and tell us, no forms to fill out, speak to a person to resolve.
Q – What causes service delays?
A – Sometimes there are delays, if so they are always advised at the time of booking or displayed on our web site. Delays can be caused by traffic, weather and incorrect delivery details. We will advise you when you book a job.
Q – I have 40 consignments to go, can you pick them up in bulk and then deliver them the next day?
A – Sure can, you can even give us file of all the consignments (excel) and we can automatically book these consignments for you.
Q – What about delivering in country areas?
A – Yep, if there is a road going to it, we can deliver.
Accounts and Invoices
Q – Can I pay cash or set up an account?
A – You can do either, how about you try us first and then set up an account.
Q – How do I set up access to my account on line?
A – Call 13 20 88 and asked for a username and password, we will verify your account and set up the login for you, all in a few minutes.
Q – Do you charge fuel levys?
A – Yes, fuel prices change regularly.
Q – How do you send accounts and how often?
A – Accounts are emailed weekly, fortnightly or monthly.
Q – Can I get a reprint of my invoice?
A – Yes, at any time, you can also view old invoices on line and print them from your login on our web site.
Q – Can you send a statement?
A – ANC produces an invoice/statement.
Q – I want to pay the driver cash, is this OK?
A – If you have booked a cash job, yes, you pay the driver.
Q – My job was late and I want a credit?
A – No problems
Q – What is the service fee on my account?
A – A small administration charge to cover the cost of producing the account.
Q – Can I pay by credit card and is there a surcharge?
A – Yes you can pay by credit card. Some credit cards do attract an additional fee.
Q – Do I get charged interest if I do not pay my account on time?
A – We would love to charge you interest on a late account, but we don’t.
Packaging
Q - I marked the item fragile, is that OK?
A – Great, but is it packed properly with appropriate packaging and sturdy carton?
Q – Can I reuse boxes?
A – ANC encourages the reuse of cartons and boxes, just make sure you remove all old labels and bar codes from the box. Oh, that does say REMOVE, crossing out the old label or the bar code is not enough.
Q – The old labels are crossed out, is this OK?
A – No, you must remove or completely cover old labels, a bar code reader does not care if the bar code had a line through it. To a computer a bar code with a line through it is still a valid bar code.
Q – My vase rattles a bit in the box, will it be OK?
A – Only if you want it in pieces. Make sure all items are secure and do not rattle in the packaging. Packages that rattle are called 'rattlers' and like the snake, we are not fond of rattlers.
Q – I do not have any packaging, does it matter?
A – Sure does, all items need to be properly packaged. This ensures that the item will not get damaged and also protects other people's freight. If an item is not packed appropriately, we may refuse the pick up.
Labels
Q – Can I print more than one label at a time?
A – On the web page you can print one label, multiple lables, or multiple copies of the same label. Saves heaps of time manually writing out addresses on cartons. Also great if your writing is a little dodgy.
Q – I have a thermal printer, can I use it for labels?
A - Great, use the thermal printer with a roll of sticky labels.
Q - Can I print labels on plain paper?
A – Yes, just make sure they are securely taped to the box or carton.
Q – I just crossed the old label out, is that OK?
A – This is a big NO NO. Cover over or remove completely all old labels.
Q – Where do I get sticky labels?
Q – They are available at stationary suppliers.
Track and Trace
Q – How do I know when my item is delivered?
A – Have a look at your job on the web site to see the time of delivery and POD.
Q – Can I track my consignment?
A – All tracking information is available on-line, pick up time, delivery time and POD (the POD or proof of delivery includes the recievers name and also the signature).
Q – How far back can I look at my jobs on the web?
A – Years
Q – How do I do manifests for different service codes?
A – Go online to the tracking page and bring up a list of jobs and choose the manifest option.
Q – I have an online account, can I add additional users with different access names and passwords?
A – Yes, just call 13 20 88, identify yourself and your account code and then we will set up the additional users for you. Only takes a few minutes.
Q – Can I copy the job listing on the web to excel?
A – Just highlight the listing page and the Cntrl C and the Cntrl P into excel.
Q – Will you get a signature for the delivery?
A – Yes our drivers get a signature and also a name of the receiver for every delivery.
Q – What if I cannot read the POD?
A – Most people signatures cannot be deciphered, that is why we get the name of the receiver as well.
Q – Can you automatically send me an email when my job is delivered?
A – Yes, when we set your account up this is one of the options that you can choose to customise your account. We can even send you a email when the job is picked up as well.
Booking jobs
Q – Can I book on line?
A – Yes
Q – Do you have a national number?
A – Yes, 13 20 88
Q – I want the driver to pick up cash and return it to me?
A – No problems, just book in the details, this is called a return job.
Q – Can I download all of the jobs in a file to save me time rather than book them in one by one?
A – ANC has a number of ways we can import your job data to save you time. Files can be in text (txt) format and excel. We can also direct connect to your stock systems – ask us how.
Q – I am not sure of the address, but it is close, will your driver sort it out?
A – Before you dispatch a item it must be correctly addressed, if you are not sure of the address then do not send the goods.