Purpose

To ensure the safe, secure and efficient handling of courier deliveries, minimizing risk to personnel, property and sensitive items.

Scope

This SOP applies to all staff involved in receiving, inspecting and processing courier deliveries at the workplace.

Definitions

Courier delivery is a specialised service that focuses on the sift and secure transportation of package from the sender to the intended recipient / destination. Unlike traditional mail services, courier deliveries prioritize speed, reliability and real time tracking.

Responsibilities

• Supervisors/Managers/Operations Managers/:
  • Ensure SOP compliance.
  • Maintain delivery logs and records.
  • Investigate incidents and implement corrective actions.
• Staff/Recipients:
  • Inspect packages upon receipt.
  • Report any discrepancies or damages.
  • Ensure proper storage or distribution of items.
• Safety Officer:
  • Conduct ergonomics risk assessments.
  • Investigate ergonomic related incidents.
  • Record and review assessment as needed.
  • Coordinate safety training.
  • Maintain incident records.
• Receptionist
  • Receive and log all courier deliveries.
  • Verify identity of courier personnel.
  • Notify intended recipients promptly.
  • Recipient to sign for all deliveries.

Pre Work Procedure

Pre-Start Checks

• Before accepting a delivery receptionist to verify courier, check company ID and delivery documentation.
• Inspect package condition, look for signs of tampering, damage or leakage.
• Check delivery details, confirm recipient name, department and reference numbers.
• Secure delivery area, ensure the area is checked and free of hazards.

Safe Operating Procedure

• Receiving Deliveries
  • Great courier and verify credentials.
  • Cross-check delivery documentation with expected items.
  • Inspect package for damage or irregularities.
  • Log delivery in the system – manual or digital.
  • Notify recipient and arrange handover.
• Handling Sensitive or High Value Items
  • Signature of deliveries must be obtained.
  • Store in secure location until collected.
  • Use tamper clear packaging where applicable.
• Unattended Deliveries
  • Do not accept unless prior approval is given.
  • Record time, courier details and package condition.
  • Notify supervisor immediately.

Emergency Responses

• In case of suspicious or hazardous deliveries, do not touch or move the package.
• Evacuate the area if necessary.
• Notify Security and Management at once.
• Call emergency services if there is a threat e.g. chemical spill, bomb threat.
• Isolate the package and restrict access.

While Waiting for Help:

• Stay Calm and Alert
  • Take deep breaths and try to remain composed.
  • Be aware of your surroundings and any changes.
• Keep Communication Open
  • Stay on the phone with emergency services if needed.
  • Update your manager or dispatch team with your location and status.
• Document the Situation
  • If safe, take photos or notes of the incident for later reporting.
  • Record names of any witnesses or involved parties.
• Use Safety Tools
  • Activate any panic buttons or safety apps your company provides.
  • Share your live location with trusted contacts if possible.

Incident Reporting & Investigation

• Report all incident or near misses and complete an Incident Report Form within 24 hours by reporting it to your Health and Safety Reps, Human Resources, and your manager, include date & time, courier details, nature of incident (damage, missing item, suspicious package), actions taken.
• Supervisor to conduct a preliminary investigation.
• Safety officer to perform a root cause analysis.
• Document all findings and update any relevant risk assessments or SOPs.
• Ensure corrective actions from investigations are implemented and reviewed for effectiveness.

Post-Operation Procedure

• After delivery is processed, update delivery log, mark as complete and handed over.
• Dispose of packaging, recycle or discard safely.
• Sanitize area, especially if food or biological items were delivered.
• Review delivery records and ensure all items are accounted for.
• Report any issues, even minor discrepancies should be logged.

Training & Review

• All staff must receive courier delivery training annually.
• Review this SOP every 12 months or following any incident.
• Refresher training provided after incidents or procedural changes.
• Encourage employee feedback for improvements.
• Keep training records and attendance logs for auditing and compliance.