customer service level policy (cslp) - Lafarge in South Africa

customer 

service level 

policy (cslp) 

CALL ON US FOR SWIFT, DYNAMIC AND COST-EFFECTIVE SOLUTIONS TO GO. 

CONTACT LAFARGE GYPSUM SA (PTY) LTD ON 0861 GYPSUM, 011 389 4500

INDEX 

lafarge gypsum sa cslp 

• Vision and Values 1 

• Our Service Guarantee 1 

• Safety Regulations 1 

• Group Health and Safety Policy 1 

• Group Health and Safety Rules 2 

• Road Transport Policy 2 

• Safety Procedures when Collecting/Receiving Products 3 

• We are Committed to Ensuring That 4 

• Stock, Non-Stock and Special Products, i.e Green, Orange 

and Red 4 

• Ordering 5 

• Delivery/Collection 6 

• Packaging, Pallets and Order Placement – Plants/Factories 

and Branches 6 

• Cancellations/Amendments 7 

• Customer Complaints Procedures 7 

• Operating Times (Sales Ordering and Collection) 7 

• Plant Details 7 

• Branch Details 8 

w w w . l a f a r g e . c o . z a

Lafarge Gypsum SA CSLP 

VISION AND 

VALUES 

Lafarge Gypsum SA aims to be the undisputed leader in building materials. Lafarge Gypsum SA’s core values of respect, care and excellence have 

accompanied our success for more than 175 years. 

Lafarge Gypsum SA is committed to: 

• Offering our customers the best in innovative materials and reliable products and 

services; and 

• Reinforcing our position as the world leader for our suppliers, employees, customers and 

shareholders. 

Our Service 

Guarantee 

We commit to have the correct product available at the right time as far as is reasonably possible. We aim to be the best we can be at all times and to 

at least match the customers’ expectations as far as reasonably possible.. 

Safety Regulations 

1. Group Health and 

Safety Policy 

Lafarge Gypsum SA is committed to providing a safe and healthy work environment for its stakeholders and to conducting its various businesses in a safe 

manner. Health and Safety are core values that must be incorporated into all aspects of our business. 

We integrate health and safety objectives into our management systems at all levels of the Group. Management is accountable for the prevention of injuries 

and occupational illnesses. 

Everyone working for Lafarge expects a safe and healthy work environment, and in turn, we expect everyone to contribute to that safe environment through 

responsible behavior. 

Everyone is also expected to demonstrate that Health and Safety are core values through visible commitment and active engagement of each other. 

When it comes to safety, I believe the only acceptable number is zero – zero accidents, incidents or occupational illnesses. Reaching this goal is critical for us to 

reach excellence. 

Bruno Lafont 

Chief Executive Officer 

w w w . l a f a r g e . c o . z a 1 

CALL ON US FOR SWIFT, DYNAMIC AND COST-EFFECTIVE SOLUTIONS TO GO. CONTACT LAFARGE GYPSUM SA (PTY) LTD ON 0861 GYPSUM, 011 389 4500


Safety Regulations 

2. Group Health and 

Safety Rules 

1. Responsibility: Line management is responsible for Health and Safety implementation, communication and compliance. 

2. Training: Employees, managers and contractors must be trained to work safely and manage Health and Safety in their area. 

3. Everyone: Everyone working for Lafarge Gypsum SA, including Contractors, must respect Health and Safety rules. 

4. Improvement: All units must have an annualized Health and Safety improvement plan as part of the Performance Plan. 

5. Organisation: All units must have a Health and Safety committee, composed of managers and relevant experts and partners. 

6. Compliance: All units must comply with the Group Health and Safety standards. 

7. Reporting: All incidents and accidents must be reported at the appropriate level, investigated and learnings shared. 

8. Transparency: Safety results must be visibly communicated to everyone. 

9. Measurement: All operations must be regularly audited against the Group policy, Health and Safety and Management Systems 

and Standards. 

10. Support: Health and Safety Organisation must be resourced and trained to provide support to the line management. 

11. Condition of Employment: Compliance with these rules is a condition of employment and a criteria for career development. 

3. Road Transport 

Policy: 

In line with the general Group Health and Safety Policy, it is the policy of [Lafarge Gypsum South Africa] 

• To adopt a systematic approach to the management of Road Transport safety issues; 

• To assess the risks associated with our road transport activities and to reduce them to 

the lowest practical level; 

• To document our actions for managing Road Transport risks in our HS Management 

System and in Road Transport Safety Cases to be reviewed periodically by management; and 

• To continuously improve our Road Transport safety performance and conduct our 

Road Transport operations in accordance with relevant Lafarge Gypsum SA, National and legal requirements. 




SAFETY PROCEDURES WHEN COLLECTING/RECEIVING PRODUCTS 

Minimum mandatory equipment 

when collecting products at 

all Branches: 

• Safety footwear with impact-resistant safety toes; 

• Leather gloves; 

• High Visibility Clothing that will allow the wearer to be seen in the work environment; and 

• Hard hat. 

Be wary of mobile equipment. 

Remain in your vehicle while it 

is being loaded: 

CAUTION 

WATCH OUT 

FOR 

FORK LIFT TRUCKS 

Suggested safety equipment 

when discharging/ 

receiving products: 

• Stand clear of the delivery vehicle if you are not actively participating in the operation; 

• Do not stand on the vehicle bed unless you are wearing a harness; and 

• Wear leather gloves when handling material by hand. 




We are 

committed to 

ensuring that: 

• The effective implementation of Road Transport Safety is a line management responsibility; 

• The company Drugs and Alcohol policy is communicated to and followed by all staff; 

• The Lafarge Gypsum SA Transport advisories requirements are implemented for all driving activities; 

• All drivers are regularly assessed, according to Group Fitness to Work criteria to ensure that they are medically fit to drive; 

• All staff associated with the road transport operation receives appropriate training in road safety and in defensive driving; 

• All drivers are regularly provided with defensive driving training and are regularly assessed for standards of performance; 

• The vehicles are fitted with three point inertia reel seatbelts and drivers and passengers always wear seat belts and that only authorised 

passengers are carried at any time; 

• The use of mobile phones, two-way radios or “Citizen Band” (CB) (including text messaging and hand-free devices) when operating a vehicle is 

prohibited; 

• The management of night driving is a line responsibility and a planning effort is expected at all times in order to minimise or eliminate night 

driving to achieve low residual risk; 

• Speed limits are set for all light, buses and heavy goods vehicles for staff and contractors; and 

• The management of Road Transport contractors adopt a similar policy for their vehicles Buses and Heavy Goods Vehicles operations. 

Stock, Non-Stock 

and Special 

Products, i.e Green, 

Orange and Red 

1. Green products 

• Green products are defined as stock products/items at the Roodekop and Alrode plants. 

2. Orange products 

• Orange products are defined as non-stock products that will not always be available on stock. If product is not available in stock, 

lead times will be provided at the time of order and minimum order quantity rule might be applied. 

• Please note that credits will not be issued for unused or excess but correctly supplied orange products. Orange product list is as 

indicated in the price list. 




Stock, Non-Stock 

and Special 

Products, i.e Green, 

Orange and Red 

Red products are defined as special products that will not be kept in stock. Minimum order quantity rule will apply to all red 

products and lead times will be provided at the time of order. Order confirmation will be required before the order can 

be processed. 

4. Ordering of Orange and Red Products 

• Non-standard items may be subject to a minimum order quantity; 

• Lead time could be as long as 8 weeks and will be confirmed at the time of placing the order; 

• Credits will not be issued for special/non-standard stock items; 

• A 50% non-refundable deposit will be required on non standard stock items; 

• Only written, faxed or e-mailed orders allowed for non standard stock items; and 

• Failure to accept delivery/collection of non-standard product within 3 days will result in customer being invoiced full list price. 

• No returns policy on Orange and Red products. 

ORDERING 

Only written orders will be accepted - either by fax, email or in person. Orders must bear the full company details of the customer as well as an order 

number. 

No cheque payments will be accepted at branches. 

Orders must be addressed to the nearest sales branch of the customer (view the list of branches to locate the nearest Lafarge Gypsum SA outlet). 

All orders must clearly stipulate whether they are to be delivered or collected. 




DELIVERY/ 

COLLECTION 

A complete physical address is required for deliveries, including the contact name and number of the person receiving the order. Delivery orders will 

be accepted as follows: 

Plants: 

Monday - Thursday: 15h00 

Friday: 13h00 

Branches: 

Monday - Thursday: 16h30 

Friday: 14h00 

Delivery orders will be accepted from Alrode and Roodekop until 15h00 and delivered within 48 working hours unless otherwise specified. Delivery 

orders received after 15h00 will be dispatched within 48 hours of the following day (as far as reasonably possible). Delivery from branches will be in 

accordance with what has been co-ordinated with the relevant branches. 

In order to increase efficiency and turn-around times, a time slot will be allocated to orders for collection at the Alrode and Roodekop plants. 

Customers will be advised of the allotted time by the internal sales consultant after processing the order. No truck will be allowed into either factory 

without a confirmed order/time slot allocation. 

Only flat bed, drop side or tautliner vehicles of minimum 8 tons loading capacity (capable of being loaded by a forklift) will be allowed to collect 

orders from the Alrode and Roodekop factories. Small vehicles without the above loading facilities must collect at one of the branches. Lafarge 

Gypsum SA has a responsibility to load vehicles conforming to safety and legal compliance. 

Customers are requested to provide and operate their own mechanical offloading equipment such as forklifts, or provide their own manual 

assistance, for delivery orders exceeding 2 000kg.The following turn-around times must be adhered to. In the event of this being exceeded without 

prior arrangement, demurrage will be charged to the purchaser at a rate of R650,00 per hour or part thereof: Less than 7 tons - 1,5 hours, between 

7 and 14 tons - 2hours, between 14 and 22 tons – 2,5 hours and between 22 and 34 hours – 3 hours. 

Packaging, Pallets 

and Order Placement 

– Plants/Factories 

and Branches 

Pallets and bangalalas will be collected on a regular basis. 




CANCELLATIONS/ 

AMENDMENTS 

Cancellation or amendments of delivery orders must be done in writing and cannot be implemented after the cut-off time stipulated for placing 

orders. Cancellations and amendments must be sent to the same branch where the order was sent. Thereafter all amendments will necessitate a 

service charge of R500,00 per amendment. Cancelled orders after start of loading will warrant a 20% levy fee and the full transport charge. 

Customers who wish to collect their orders with their own vehicles or arrange for third party transporters to collect, need to adhere to the Lafarge 

Safety Procedures outlined on page 1 and 2 when entering the company’s premises. 

Returned stock: A 20% fee will be calculated on the value of products returned and charged against the customer’s account. Stock must be returned 

within 3 working days of the original delivery/collection, subject to a stock inspection by Lafarge Gypsum SA. No returns will be accepted after that 

period. 

customer 

complaints 

procedures 

1. The customer must phone, fax or email the respective sales rep, branch manager or the internal sales clerk and inform them of any product 

defects or damages that he may encounter upon delivery. 

2. The customer must give the following important info: 

• Give full description of the product defect or damages. State whether it is a product specification error, or damage caused by 

handling,loading, and the like if possible. 

• The customer can send a picture if possible, so that the defect can be seen and identified quickly. 

• Give the total quantity of products that are defected. 

• Give the correct product description eg. type, size, colour, lengths, production dates and times. Production dates are acceptable up to 1 (one) 

year only. If dates are more than 1 year, the claim will be rejected. 

• The correct order number or delivery note number must also be given in order to identify when the actual order was placed and delivered by 

Lafarge Gypsum SA. 

3. The respective person will immediately log a complaint on the system, which will then send an automatic response to the customer informing 

him that the claim has been logged giving them a reference number. 

Operating times 

(Sales Ordering and 

Collection): 

Branches: 07H00 to 16H30 (Mon - Thurs) 

07H00 to 14H00 (Fri) Factory: Time slot allocation 

PLANT Details 

Head Office 

18 Barium Street, Alrode Ext 7, 1450 

PO Box 167025, Brackensdowns, 1454 

Tel: (+27 11) 389-4500 

Fax: (+27 11) 864-6816 

Roodekop Plant 

2 Setchell Road 

Roodekop, 1401 

Tel: (+27 11) 866-2233/2333 




Branch Details 

GAUTENG BRANCHES 

Roodekop Sales 

2 Setchell Road 

Roodekop, 1401 

PO Box 167025 

Brackendowns, 1454 

Tel: (+27 11) 865-2390 

Fax: (+27 11) 865-2398 

Branch Manager: Cheryll van Onselen 

Mon – Thurs: 07H:00 – 16H:30 

Friday: 07H:00 – 14H:00 

Pretoria 

12A Church Street, Pretoria Central, 0001 

PO Box 48159, Hercules, 0030 

Tel: (+27 12) 325 2408 

Fax: (+27 12) 325 2409 

Branch Manager: Sonja Francis 

Mon – Thurs: 07H:00 – 16H:30 

Friday: 07H:00 – 14H:00 

Sat: 08H:00 – 11H:00 

East Rand 

Jamela Park, No. 60 Denne Road 

Hughes Ext 21, Boksburg 

PO Box 167025 

Brackendowns, 1454 

Tel: (+27 11) 826 1707 

Fax: (+27 11) 826 1708 

Branch Manager: Riana van Staden 

Mon – Thurs: 07H:00 – 16H:30 

Friday: 07H:00 – 14H:00 

Pretoria East 

219B Battery Street, Willows Business 

Park, Silverton, Pretoria, 0127 

Tel: (+27 12) 803 1772 

Fax: (+27 12) 803 1779 

Branch Manager: Patrys Joerning 

Mon – Thurs: 07H:00 – 16H:30 

Friday: 07H:00 – 14H:00 

Troyeville 

No. 2, 4th street, Doornfontein, 

Johannesburg 

Tel: (+27 11) 402 4747 

Fax: (+27 11) 402 4749 

Branch Manager: Potiphar Esau 

Mon – Thurs: 07H:00 – 16H:30 

Friday: 07H:00 – 14H:00 

Sat: 08H:00 – 11H:00 




Branch Details 

Wynberg 

Cnr Andries North & Chadwick Street 

Wynberg, Sandton 

Tel: (+27 11) 444 8020 

Fax: (+27 11) 444 8077 

Branch Manager: Ronald Moffatt 

Mon – Thurs: 07H:00 – 16H:30 

Friday: 07H:00 – 14H:00 

Sat: 08H:00 – 11H:00 

COASTAL BRANCHES 

Cape Town 

34B Cochrane Avenue, Lovemore Complex 

Gunners Circle, Epping 1 

Cape Town, 7405 

PO Box 68, Epping, 7405 

Tel: (+27 21) 534 2039 

Fax: (+27 21) 534 1803 

Branch Manager: Terence Domingo 

Mon - Thurs: 07H:30 – 16H:30 

Friday: 07H:30 – 14H:00 

Durban 

Unit 4 & 5 Grid Height Office Park, 

No. 11 River Horse Close, River Horse Valley 

Tel: (+27 31) 512 5054/5/6/7 

Fax: (+27 31) 512 5175 

Branch Manager: Alan Rayne 

Mon - Thurs: 07H:00 – 16H:30 

Friday: 07H:00 – 14H:00 

George 

PW Botha Boulevard, Erf 24964 

Steinhoff Industrial Park, George 

Tel: (+27 44) 878 1578/1461 

Fax: (+27 44) 878 1583 

Branch Manager: Jeanne Cahill 

Mon - Thurs: 07H:00 – 16H:30 

Friday: 07H:00 – 14H:00 

Port Elizabeth 

Cnr Fettes Road & Harrower Road 

North End, PO Box 2788 

North End, Port Elizabeth, 6056 

Tel: (+27 41) 373 2295 

Fax: (+27 41) 373 0075 

Branch Manager: Gordon Stannic 

Mon - Thurs: 07H:30 – 16H:30 

Friday: 07H:30 – 14H:00 

INLAND BRANCHES 

Bloemfontein 

9 Pine Street, Old Industrial Area 

Bloemfontein, 9300, PO Box 692 

Bloemfontein, 9300 

Tel: (+27 51) 447 1024 

Fax: (+27 51) 447 1074 

Branch Manager: Mario Lategan 

Mon - Thurs: 07H:00 – 16H:30 

Friday: 07H:00 – 14H:00 

Nelspruit 

8 Silva Street, West Acres, Ext 11 

Nelspruit, PO Box 706, Nelspruit, 1200 

Tel: (+27 13) 752 2129 

Fax: (+27 13) 752 2160 

Branch Manager: Haley Lewis 

Mon - Thurs: 07H:00 – 16H:30 

Friday: 07H:00 – 14H:00 

Polokwane 

86 Silicon Street 

Ladina, Polokwane, 0742 

Tel: (+27 15) 293 2985/83/26 

Fax: (+27 15) 293 2928 

Branch Manager: Coenie Engelbrecht 

Mon - Thurs: 07H:00 – 16H:30 

Friday: 07H:00 – 14H:00 

EXPORT BRANCHES 

Botswana 

Plot 22016 Unit B & C, Gaborone, West 

Industrial, PO Box AE366 

AEH Gaborone, Botswana 

Tel: (00 267) 316 7732/34 

Fax: (00 267) 316 7753 

Admin Branch Manager: Reginah Kapembwa 

Mon - Thurs: 07H:30 – 17H:00 

Friday: 07H:30 – 15H:00 

Maputo 

Rua Das Estancias 344, Warehouse 3 & 4 

Maputo, Moçambique 

Tel: 00 258 213 10063 

Fax: 00 258 213 10068 

Branch Manager: Ellah Jeyacheya 

Mon - Fri: 07H:30 – 16H:30

customer service level policy (cslp) - Lafarge in South Africa

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