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Visiting our stores and sites

These health and safety requirements are designed to help keep everyone safe while visiting our stores and sites.  

We appreciate your support in following these guidelines. 

When you arrive

  • Please report to the office as soon as you arrive so we know that you’re here.  
  • If the office area is unattended, use the radio or telephone provided to contact our staff and wait in the office area for further instructions.

While you're on site

  • Follow all the signs and directions on site – they are there for your safety.  
  • Remain in your vehicle or, where available, wait in the designated driver safe zone while you are being loaded.  
  • Wear Hi-Viz clothing and enclosed footwear if you are outside your vehicle – safety footwear must be worn inside store buildings. 
    For safety reasons, all children and pets must remain inside the vehicle at all times. 

Using a trailer: light trailer loading guidelines

While most customers load their trailers and vehicles safely, sometimes we get asked to load trailers beyond their safe capacity, putting customers, their families, employees and the public at risk and leading to trailer failures. Overloading may also void your insurance and warranty. 

Loading vehicles safely is a shared responsibility. To help reduce the risk of accidents and harm we ask that you know your vehicle and trailer towing capacity.  

  • If you use a light vehicle and/or trailers to collect your order, it must comply with load limits and capacities and be suitable for the load ordered.
  • We will not knowingly overload a vehicle or trailer.
  • If your vehicle or trailer does not appear appropriate, we may ask you to consider an alternative, e.g. two smaller loads and trips instead of a single large load.
  • If safety requirements are not met, we may refuse to load your vehicle. 

We have introduced light vehicle towing guidelines that outline safe weight limits. You can find this on our website here and at our sites.  

Light vehicle towing guidelines

NZTA information on safe loading accountabilities is available at: 
https://nzta.govt.nz/commercial-driving/chain-of-responsibility 

Vehicle and loading minimum standards 

Driver induction

Driver induction 

  • If you’re a regular visitor, complete a driver induction. This can be completed online and takes about 10 minutes.  

Better Bags returns

Better Bags returns 

  • Please return your bulk bags in a clean and tidy condition, ready for their next fill.  
  • If you have bulk bags to return, our team will guide you through the correct process on arrival.  

Our staff are happy to discuss how we can all help keep everyone safe and protect the environment. Information is available at our sites, or you can contact our Customer Centre at customer.centre@ravensdown.co.nz.

Thank you for your cooperation in helping us maintain a safe environment for all customers and staff. If you have any questions, please feel free to get in touch.