At Toll we are closely monitoring the situation regarding COVID-19 (coronavirus). The health and safety of our employees, customers and community is our number one priority.
We are working hard to ensure that impacts to customers are kept to a minimum, however there may be some disruptions to service.
We encourage all customers to regularly visit this page to stay up to date on any service updates.
We appreciate that there is some uncertainty regarding freight and in-country transportation movements with a number of countries implementing lockdowns, stay-at-home policies and border controls. Globally, Toll is working with all relevant authorities to ensure the smooth transition of freight across borders and the continued delivery of essential goods and services.
The below services updates are current as at 11 August 2020
- Global Express
Stage 4 restrictions for Melbourne
Toll will continue to operate throughout metropolitan Melbourne’s current Level 4 lockdown as an essential service provider and is here to support you as you adapt your business to these changes. Our team are ready to work with you to find innovative ways to keep your business moving.
Customers wishing to despatch going forward need to ensure that they are operating under the guidelines outlined by the Victorian Government. It is the customer’s responsibility to ensure that they comply with Victorian Government regulations before they request a pickup. We encourage you to visit the Victorian Government’s website via this link for further details.
Reduced Workforce – Victoria
Following the Victorian Government’s recent announcement regarding Stage 4 restrictions, our Victorian-based warehouses and distribution centres will be moving to a reduced workforces from 11:59pm on Sunday 9 August in order to comply with the new requirements. These measures will remain in place until further government advice is received. Our teams are working hard to minimise any potential impacts on customers, however, some delays in freight movements and deliveries may be unavoidable. We will prioritise all urgent freight, such as medical supplies, and ensure that there is limited impacts across our services. To keep up to date with your shipment status please visit www.mytoll.com
Face Coverings – New South Wales
In line with the NSW Government’s advice, all of our NSW-based teams will be required to wear a face mask at all Toll locations, as well as when conducting work on behalf of Toll. This is to ensure the health and wellbeing of our people and the broader community with which we interact.
Mandatory Face Coverings - metropolitan Melbourne and Mitchell Shire
On Sunday 19 July, the Victorian Government made an announcement that people living in metropolitan Melbourne and Mitchell Shire will be required to wear a mandatory face covering when leaving home due to a concerning number of coronavirus cases in recent days.
Everyone at Toll sites and/or conducting work on behalf of Toll in metropolitan Melbourne and Mitchell Shire will be wearing face masks.
Global parcel service delays
Global Parcel service deliveries to and from Australia may be delayed as a result of increased government regulations and restrictions in a number of countries.
Access to Aged Care Facilities and Hospitals
So we can best protect our communities, Toll team members will no longer enter any aged care facility or hospital to conduct pick-ups or deliveries, until further notice.
Deliveries to aged care facilities and hospitals will be contactless and involve leaving the parcel/s at service docks or an alternative agreed drop off location outside the facility. Exceptions to this new contactless delivery process are:
- Essential delivery and collection of life-saving drugs, temperature-controlled vaccines and surgical products.
- Goods and services necessary for the effective operation of hospitals.
This process is in line with the latest advice from the Australian Government’s Department of Health. All states and territories have released directions that set out requirements for entry into, and visitors to, residential aged care facilities which are in effect at this time.
Changes to our Priority service in Tasmania
Due to the significant reduction in the number of commercial flights departing Tasmania on a Friday night and over the weekend, it has been necessary to alter our Overnight transit schedule. From Friday 17th April 2020, all Priority shipments collected in Tasmania on a Friday will be held securely in our facilities over the weekend and uplifted to their final destination on the Monday night. As a result, an additional 1+ transit day will be added to all Priority shipments collected on a Friday in Tasmania.
Same Day service
Our Same Day service continues to get your urgent freight to its destination. Utilising both our extensive network and commercial airline partners, we have the flexibility of alternative routing (including direct drives where required). When you book your Same Day service, our team will offer a range of options to get your freight where it needs to be - fast
Standard Road Parcels Collection Times ( Formerly known as Toll IPEC )
From Monday 6 April 2020, your regular collection time will also be brought forward by 90 minutes. If your freight is not available by the new collection time, we will unfortunately be unable to complete your collection until the following day. Please note that this change does not apply to our WA customers.
Standard Road Parcels Transit Times ( Formerly known as Toll IPEC )
From Monday 30 March 2020, some of your deliveries may be delayed by up to one day. Whilst we recognise that an additional transit day may cause our customers some inconvenience, we remain committed to ensuring your freight still gets to where it needs to go, safely.
Changes to our signature requirements
In order to protect both our people and customers as much as possible, we will no longer require signatures for the majority of our deliveries.
- Global Forwarding
As more countries restrict inbound travellers, airlines are responding by withdrawing more passenger flights. As a result, available capacity across all sectors is significantly reduced, and freight rates are rapidly increasing. To secure airfreight space, we recommend advance bookings of at least 7 days.
Ocean carriers continue to adjust capacity and blank sailings to negotiate the ongoing dynamic situation, resulting in a level of fluidity in rates and available capacity.
The irregular cargo flows have caused a global imbalance in equipment availability. Equipment demand is rising across North America, Europe and Asia-Pacific, and as we start seeing shortages in Europe and North America, further rate increases on the traditional export back-haul lanes can be expected.
To improve vessel utilisation, carriers have increased their use of transhipment points to relay cargo, potentially lengthening transit times.
We are working closely with our core ocean partners to ensure supply chains continue to move, including developing and deploying express ocean solutions for FCL and LCL to meet increased customer demands.
Across our Network
In countries where directives of local authorities may restrict/impact staff numbers in our offices, Toll teams continue to operate and support customers with international freight forwarding needs.
If you need further information, please contact your local Global Forwarding representative.
- Global Logistics
The majority of our global logistics and transportation services are operating as usual, with the exception of countries and regions where the local authorities have imposed lockdowns or stay-at-home policies. We will continue to be guided by authorities with regards to our operations in these areas. Please contact your customer managers should you have any queries.