STANDALONE MAIL HANDLING & OPERATIONAL POLICY

Official Administrative Procedures, Processing Limits & Handling Rules

1. Scope & Overview

This policy governs the operational receipt, sorting, scanning, storage, forwarding, and handling of physical mail, parcel deliveries,
and communications processed at our business facilities. It applies to all active Virtual Office Subscribers.

2. Classification of Incoming Items

  • Standard Mail: Standard commercial correspondence, standard envelopes, utility invoices, and official notices fitting standard business volume.
  • Parcels & Express Freight: Tracked packages, satchels, or courier deliveries requiring signature on delivery or dedicated holding space.
  • Non-Standard & Bulk Items: Heavy goods, freight pallets, bulk promotional mail, oversized parcels, or items requiring team lifting/repacking. Refusal or additional handling charges apply.

3. Service Tiers & Quantified Handling Caps

Staff time allocations and priority queues are governed strictly by the Subscriber’s selected tier:

3.1 Package 1: Starter Presence ($49 / month inc. GST)

    • Handling Limit: Up to 2 minutes of staff time per item.
    • Queue Workflow: Standard Queue (processed in standard receipt order).
    • Forwarding Admin Fee: $3.00 inc. GST per dispatch action + carrier postage at cost.
    • ASIC Status: ASIC Registered Office usage is strictly prohibited under this tier.

3.2 Package 2: Business & ASIC ($99 / month inc. GST)

    • Handling Limit: Up to 5 minutes of staff time per item.
    • Queue Workflow: Business Queue (accelerated processing ahead of standard workflows).
    • Sorting: Dedicated client folder sorting and organized holding.
    • Forwarding Admin Fee: $3.00 inc. GST per dispatch action + carrier postage at cost.

3.3 Package 3: Executive Pro ($139 / month inc. GST)

    • Handling Limit: Up to 10 minutes of staff time per item.
    • Queue Workflow: Priority Queue (first-priority immediate processing).
    • Forwarding Admin Fee: $0.00 (Carrier postage/courier costs charged at actual cost only).

4. Processing Queues & Service Turnaround

  • Standard Queue: Notifications and processing completed within 24–48 business hours of physical receipt.
  • Business Queue: Notifications and scanning/holding processed same-day or within 24 business hours.
  • Priority Queue: Immediate logging, priority sorting, and rapid dispatch notification upon carrier delivery.

5. Storage, Holding & Excess Administrative Charges

  • Standard Storage Period: Mail and standard parcels are held securely without charge for up to 30 calendar days. Items uncollected or unforwarded after 30 days may incur storage fees of $5 per week per item.
  • Excess Staff Time Fee: Complex administrative requests (e.g., extensive multi-page document scanning, specialized repacking, or custom forwarding arrangements) exceeding the package time cap (2, 5, or 10 mins) are billed at $15.00 inc. GST per 15-minute block.
  • Oversized Freight Handling: Items exceeding 10kg or requiring special handling incur an oversized parcel fee starting from $10.00 per item.

6. Forwarding Procedures & Carrier Rates

  • Forwarding Frequency: Dispatched according to the schedule nominated by the Subscriber (e.g., weekly, fortnightly, or on-demand).
  • Freight Costs: All postal freight, courier fees, and shipping labels are charged at actual cost and billed monthly in arrears.
  • Loss & Delay Disclaimer: The Service Provider is not liable for mail lost, damaged, delayed, or misdirected once handed to third-party postal carriers or couriers.

7. ASIC Registered Office Operating Hours

For Subscribers authorized under Package 2 or Package 3 to utilize the facility as their ASIC Registered Office, the official statutory opening hours are strictly:

9:30 AM to 2:30 PM, Monday to Friday (excluding NSW Public Holidays)

Note: Hand-delivered legal notices or formal service of process received during these hours will be logged under the account’s priority queue. General drop-in visits outside booked office/meeting room hours are strictly prohibited.

8. Unidentified, Prohibited & Suspended Accounts

  • Unregistered Names: Mail received under business names or individuals not listed on the active Application Form will be marked “Unknown Recipient” and may be returned to sender or destroyed after 14 days.
  • Account Suspension: If account fees or prepaid renewals remain unpaid, mail handling will be suspended immediately. Incoming mail received during a period of default will be refused or returned to sender.
  • Hazardous Goods: Hazardous materials, illegal items, perishable goods, or dangerous items are strictly prohibited and will be refused immediately.