 | Visits from authorities can happen in any Hub at any time. Certain authorities have the right to drop by at any time for unannounced inspections. This applies in particular to offices for occupational safety, veterinary offices, health offices and the public order office. |
Process
If external stakeholders approach you
Always be friendly, supportive, and promise that we will look for a solution.
Public Relations visits
In general, no one outside of the organization is allowed inside the Hub without an appointment. If there is a photographer, journalist, film crew, or anyone from the media asking to have a look in the Hub, always politely decline and refer them to [email protected]. Some examples are:
“Sorry, I am not a spokesperson for Flink. Could you please contact our PR/ Public Relations Team at [email protected].”
“I cannot let anyone inside the Hub without an invitation. Please reach out to [email protected].”
Neighbors visits
For single complaints: Try to solve it with them directly.
For recurring (>2) complaints from the same neighbor - Submit a Public Affairs Ticket via Airtable.
More than 2 complaints within a week - Submit a Public Affairs Ticket via Airtable.
Landlord visits
Authority visits (NVWA, Labor inspection, Environmental inspection, municipal)
If you’re in doubt about what to answer, give the authority the [email protected] email address.
Labor inspection, environmental inspection, municipal inspection
Ask for an identification - they should always show their (municipality) ID upon entry/ start of the visit.
Write down their name, function and contact details. They are allowed to enter the Hub.
Any questions on how we conduct our business on site that you don’t know the answer to, always refer them to our email: [email protected] or contact Ozan Batuman directly.
Some of the tasks they may perform:
Inspect the administration of the Hub (Ri&E, evacuation plan, emergency floorplan, training completion)
Take pictures;
Inspect transport material (bikes, scooters etc.) and Fleet (the system of reporting damages)
Inspect cooling units, shelves, helmets, kitchen facilities for the staff, bathroom facilities for the staff.
Amount of people working in the hub (check schedule)
Inspectie Sociale Zaken & Werkgelegenheid (ISZW)
The inspector is allowed to visit unannounced and doesn’t need our permission to enter the building. They do need to identify themselves with a ‘SZW ID’ if they visit a Hub. Please write down their name, function and contact details.
The inspector can ask for specific company documentation and is also allowed to ask any of the employees questions.
If you’re in doubt about any documentation or cannot provide this yourself, please raise a ticket in the service center or contact Ozan Batuman (QEHS Manager).
Nonetheless, after a visit please submit a Public Affairs Ticket via Airtable. This way we can keep track of all visits and possible open actions from our side.
Inspectie Nederlandse Voedsel- en Warenautoriteit (NVWA)
The inspector is allowed to visit unannounced and doesn’t need our permission to enter the building. They do need to identify themselves with a NVWA ID.
They are allowed to take ‘evidence’, but do need to hand over a physical statement of what they took for inspection.
They are allowed to interview employees, as long as they do not disturb our work process. If no one is available, they need to come back at a later/ more convenient time.
Nonetheless, after a visit please submit a Public Affairs Ticket via Airtable. This way we can keep track of all visits and possible open actions from our side.
They may also ask you to show them the Anticimex portal, it is vital that you can always show this during an NVWA inspection. Failing to do so results in an immediate fine of 1080 euro.
Also ensure that you can show them a copy of the HACCP.
Hub audit
What is a hub audit?
Several times a year, the QESH manager or City manager will visit your hub and do an inspection on hygiene, food safety, operational process implementation and general safety compliance.
What to expect?
Once per quarter your QESH manager will do an inspection of the hub.
Your City manager may also do inspections of your hub when needed.
During this inspection you can continue your work as normal. The auditor will ask the OPS+, SL or Hub manager a few questions and directions to access information which is needed for the audit.
After the audit is done, the Hub manager and City manager will receive the finalized audit report on email.
Where to find audit results?
Only Hub Managers, City Managers and Regional Managers can access these results.
General questions that can be asked during the audit:
When do you contact a trust person?
What does a prevention worker do?
What is the RI&E and where can you find it?
Can you open up the pest control portal?
Can you show the BHV/ evacuation plan?
Where are the BHV certificates? Also displayed at SL desk?
Where is the emergency assembly point?
Point out the emergency exit/exits
Point out the NA shelf
Point out the AC panel
Point out all the fire extinguishers
Point out both emergency floorplans
Show the evacuation drill exercise record (should be at the back of the BHV evacuation plan)
Show the printed out posters (Helmet use / shift compliance poster under 17 year olds + QR code onboarding)
Point out the BHV kit and the small Coupa BHV kit
What actions do you take to ensure helmet use compliance
What do you do to ensure that the battery cabinet is used safely (refers to no stacking of batteries/labelling of cabinets)
What do you do with broken batteries?
Count the bikes together. If possible, check fleet on the hub computer
Show the cleaning schedule
Show the TGTG guidelines
Show the HACCP handbook
Request to see the thermometer
Point out any broken or damage floors/walls/ lights that may not be visible
Help with ID checks of Riders
FAQ
Any documents requested after inspection?
If the safety officer requested special documentation (eg RI&E) from you after an inspection, please find the RI&E link - refer the officer to page 10 (hub specific action points).
Arbeidsinspectie/Labor inspection 2024
What is it?
Arbeidsinspectie,( AI) is part of the Ministry of Social Affairs and Employment and comprises 3 departments:
Participation and Income Security
Employment
Administration, Enforcement and Operations, under which labor inspection falls.
Why is this inspection important?
In case of very bad results from a Hub during an inspection, the offices have the right to close the Hub immediately. Therefore, a good performance during the visit and immediate reporting to the QESH team, which will support you in all matters, is absolutely essential.
Inspections are carried out under the Working Conditions Act, Act of 18 March 1999
The AI’s competencies include overseeing compliance in all companies and commercial and non-commercial (private and public) establishments. It enforces the Working Conditions Act, Working Hours Act, Nuclear Energy Act, Commodities Act, Foreign Nationals (Employment) Act, Minimum Wage and Minimum Holiday Allowance Act, Major Accidents (Risk) Decree.
If external stakeholders approach you
Always be friendly, supportive, and supply the needed information that they may require.
Always inform your Hub (or City) Manager in case of an external visit and submit a Public Affairs Ticket via Airtable.
Important labor inspection topics to always have in order
How to act when getting an inspection
Always:
Stay calm
Introduce yourself
welcome the inspector into the hub
Offer them a cup of coffee
Ask if they need your help with any thing
Be interested
Use Zendesk to check the facts or call your HM.
Refrain from:
Saying "I don't know" or "No one trained me"
Know where your Risk indication and evaluation is
What is it?
A document that states the potential risks inside the organization that could be harmful to the employees. This ranges from physical to mental elements.
All companies are by law required to have this.
Where can you find it?
Contact HR to get a copy of the 28 page document
Know who your Prevention Workers are
What are prevention workers?
A small group of people that constantly analysis safety topics and does recommendations to improve safety inside the organization.
Who are these people inside the organization?
Know who the trust person and people partners are
What does a trust person support you with?
Support in sensitive or personal matters
Confidential conversations
All our trust persons are trained
Contact information - Zendesk ‘Trust Person Policy’
People partners
There to resolve conflicts
First go to your Hub or City Manager in all cases
If it’s not possible to discuss the matter with your HM/CM go to People Partner.
Have your escape and rescue plan close at all times
What is and escape and rescue plan?
A plan to simplify the communication of information about relevant escape and rescue routes, evacuation and fire fighting equipment in public or commercial buildings.
It consists of:
Emergency floor plan
Evacuation plan
Where can you find the information?
Information is on Zendesk Fire Protection and Escape and Rescue Plan
Have the emergency exits free at all times
What is an emergency exit?
An emergency exit is a special exit for emergencies such as fire or other emergencies. It should be free and unobstructed at all times!
It is mandatory to have 2 x up to date emergency floor plans placed unobstructed inside the hub.
Have the fire equipment free at all times
No trip and slip hazards may be present
What is a trip and slip hazard?
Anything in the hub that is placed in such a way that can cause an employee to trip, slip or fall.
Examples of trip and slip hazards in the hub
Water leaking fridges
Stock standing on the floor inpicker iles
Power cables on the floor
How to solve these issues?
Regularly empty the water buckets of the fridges
Use dollies or inbound trolley to restock your shelves
Tie power cables to the wall / fridge or request an extra power point where needed
Backstock safety should be in order
Why is this important?
To make sure that no employee gets injured by falling items or by lifting heavy items.
What to look out for?
Stacking of 6 pack drinks over 1.8m height
Backstock placed on the fridge tops - not allowed.
Backstock sticking out over the edges of the shelves
Stock stacked dangerously on top of each other
All riders should wear a helmet - it's mandatory
Since 1 May 2023 it is mandatory for all riders to wear helmets when delivering orders for Flink!
Why is this important?
A study published in 2018 found that bike helmets reduced:
- Head injuries by 48%.
- Serious head injuries by 60% and
- Traumatic brain injuries by 53%.
What are the implications when I do not wear my helmet?
You may face disciplinary action.
Bike equipment should be present (bell, phone holder and light)
Why is this important?
To make sure you are visible on the road and can safely deliver order.
Before assigning the bike to a rider make sure of the following;
The bike is equipped with a bell
The bike has a standard phone holder mounted
The bike has a working light
What to do if any of the above is missing?
Report the bike on Fleet as damaged for bell and phone holder.
Give the rider an alternative bike
Have enough water proof phone holders in the hub (coupa)
The hubs should be tidy and clean at all times
Why is this important?
To create a clear overview for all employees
and a safe and happy work environment for all
What should be avoided?
Jackets piling up on the floor
Files and important documents not stored correctly
Equipment and stock not well organized
Dirt and papers all around
FAQ
Why is it important?
In case of very bad results from a Hub during an inspection, the offices have the right to close the Hub immediately. Therefore, a good performance during the visit and immediate reporting to the QESH team, which will support you in all matters, is absolutely essential.
Always inform your Hub (or City) Manager in case of an external visit and Submit a typeform via Zendesk.
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