Welcome to SPL. We are delighted to have you on board.
Here is where you’ll find all of the details to help us to meet your linen needs. Below you can navigate to the relevant sections to find what you’re looking for.
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Important Update
Temporary Closure of Broadmeadows Linen Hub for Upgrade.
As we continually advance our Linen Hub technology, we are writing to inform you that our Broadmeadows Linen Hub will be temporarily closed for an upgrade. This upgrade is part of our ongoing efforts to enhance our service and provide you with an even better experience.
During this time, you will still be able to conveniently utilise our Click & Collect service at the same location. If you are a Broadmeadows Linen Hub customer you will receive an email with login details for our online ordering platform - Bundle, which will allow you to order online and book a collection time in addition to information about using the Click & Collect service.
Thank you for your cooperation and understanding as we work to improve our Linen Hub service. If you have any questions or need assistance, please don't hesitate to contact us.
7-Day Week Customer Care
We’re committed to providing exceptional support to our customers, 7 days a week. Here’s a quick overview of our customer care and technical support hours:
Customer Care Hours:
Monday to Friday: 8:00 AM – 5:00 PM
Saturday, Sunday & Public Holidays:9:00 AM – 2:00 PM
Technical Support Hours:
Monday to Friday: 9:00 AM – 5:00 PM
Live Chat
For online assistance, access our live chat feature on our website to connect with our Customer Care team. Available 7-days a week, our live chat ensures you get real-time support for any enquiries or issues you may have. Access live chat here and one of our friendly team will be ready to help you.
For email enquiries please email us at dailyhire@splservices.com.au - Each email is registered in our system and ensures a quick response. We’re able to track this to ensure your issues are resolved and that we address the root cause of any problems raised.
1300 number
For phone queries please contact the SPL Customer Care team on 1300 038 222.
Our Office hours for live chat and our 1300 number are 8am-5pm Monday-Friday and 9am-2pm on Weekends and Public Holidays.
Escalation
Should you need additional assistance the following escalation points area available here.
Linen Hub Locations
VICTORIA
Broadmeadows 9-23 King William Street, Broadmeadows, Vic, 3047
Anglesea 17 Diggers Parade, Anglesea VIC 3230
Apollo Bay Arthur Court, Apollo Bay VIC 3233
Lorne 3 Beaurepaire Drive, Lorne VIC 3232
Rosebud 14 Jennings Court, Capel Sound VIC 3940
Sorrento 102 Ocean Beach Road, Sorrento VIC 3943
QUEENSLAND
Port Douglas 9-11 Teamsters Cl, Craiglie QLD 4877
How to use the Linen Hub
Understanding Invoicing
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The invoice created each week is calculated from the quantity and type of linen and the number of days the linen has been held by the customer.
Invoice value equals:
Item volume x item rate x number of days held
See below for 'How to Read your Invoice'.
Invoices are payable weekly. The invoice value reflects transactions up to and including the prior Sunday.
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Stock reports and invoices are emailed to customers weekly to provide a summary of the linen hire transactions during the prior week.
The stock report is the key report to assist a customer in understanding the invoice value.
See below 'How to read your SPL Invoice'
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All Daily Hire accounts are required to enter into a direct debit agreement.
Once the agreement is in place and the customer transacts during the week direct debits will be processed weekly on a Thursday.
The timing of the direct debit allows every customer to review their invoice and stock report and seek clarification on their invoice if required, prior to the direct debit from the customer's account.
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A stock movement report that shows your usage for the last 7 days and stock on hand will be emailed to you weekly.
Invoices will be issued approximately 1-2 days after each Sunday, which is the end of each billing period.
Monthly you may receive a second invoice which is for the last few days of the month.
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If you are not able to find the answer to your question in this portal you can contact our dedicated Customer Care team. Details at the top of this page.
To support you in having your question answered prior to your direct debit being processed, please contact us prior to each Thursday to ensure that in the event of an adjustment it can be made prior to direct debit of the customer account.
For timely resolution of questions please raise them within 7 days of receiving your invoice.
How to read my invoice
Reading your invoice
There are 2 charge types on each invoice:
Pick up charge:
The pick-up charge for each item based on the item description (item without “Rental” prefix”)
The pickup charge is calculated based on the number of items you picked up at each collection multiplied by the pickup cost per item.
For example, a pickup cost for a bath towel is $1.20 per item. If you pick up 4 bath towels on Monday and 6 bath towels on Friday, the total pick-up charges for bath towels for that week will be (6+4)*$1.20 = $12.00
Rental charge:
The pick up charge for each item based on item description (item with “Rental” prefix”)
The rental charge is calculated based on the number of days you keep the items at your sites, multiplied with the rental cost per items.
For example, a rental charge for a bath towel is $0.12 per day. If you pick up a bath towel on Monday and return it on Sunday, the rental charge will be $0.12 *7 days = $0.84
Download
Reject Linen
Despite our stringent quality controls, there may be instances where some SPL Linen items have quality flaws.
To facilitate the credit process:
Place the reject linen into a linen bag and return to the hub with the Reject Form (PDF) inside the bag,
Return the rejected linen on the day you have picked it up.
Email dailyhire@splservices.com.au the Reject Form (PDF).
All items assessed as meeting the criteria for ‘reject’ linen will be credited the pick up price and 3-days rental charges.
Should you have any further questions or need assistance, please do not hesitate to contact us.
Helpful Resources
Frequently Asked Questions (FAQs)
For any questions, or if you require any additional information, your local Customer Care team is here to support. Please contact them on 1300 038 222 or via email here
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Using a unique ID Card you will have access to the Linen Hub 24 hours a day, 7 days a week to choose the linen you need. The Hub will automatically display the number of linen items you are taking on screen before you leave. When you have finished with the linen, simply place it in the return chute (and collect freshly laundered linen for your next booking, if needed). It’s that simple!
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The Linen Hub is not available from 11pm - 5am.
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SPL Customer Care is available for our Linen Hub customers Monday to Friday 8am to 5pm and Saturday and Sunday 9am to 2pm on 1300 038 222 or via email at dailyhire@splservices.com.au
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Our delivery schedule is by demand. The Linen Hubs use RFID technology so we know exactly what linen is moved in and out of the Hub each day. The stock levels are monitored to ensure that we never run out of linen and if a Hub has a higher than usual use and stock levels are getting low, we will endeavour to schedule extra deliveries. Our priority is to ensure all items are always available.
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If something doesn’t look right when you are in the Hub, we will not automatically invoice you for the linen you take. We will receive an alert that shows you attended our Linen Hub, and something went wrong. Sometimes this can be a human error, or it could be something else. We will investigate this using the camera footage from the Hub and the scanning records, and we’ll let you know why it happened.
If you think it may have been a human error whilst checking out, such as leaving the doors open between the Clean Linen room and the scanning point, we ask you to please re-visit how the Linen Hub works here and follow the instructions of use for linen pick up and scanning at the Hub. We will issue you with a manual invoice for the linen you picked up at this time. We will also calculate the rental period based on the average length of hire in your area.
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Weekly invoices will be issued for the previous weeks linen hire (every Monday) and are subsequently due within 7 days. If you have set up a direct debit, payment will be taken on the due date. At the end of the month, you may receive a second invoice to finalise the month’s end.
Video: Watch the ‘How to read my Linen Hub invoice’ above.
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You can nominate to receive a summary report or a full customer reconciliation report with your invoice when you set up an account. You can change this at any time by contacting SPL customer care.
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Let us know quickly! As you are charged a daily rental price until the item is returned you will continue to be charged until we are advised of the loss. Once you tell us, we will charge as loss of linen and the daily rental charge will stop. If you are unable to return any items (for any reason), please let us know as soon as you know so we can stop the daily rental charge. This is obviously something we would both like to avoid. If we can assist your team in any way to ensure and encourage linen returns, please let our service teams know.
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Replacement Price (25/01/2023)
Linen Bag $5.00
Tea Towel $2.00
Face Towel $2.00
Bathmat $10.00
Hand Towel $4.00
Bath Towel/Sheet $15.00
Pool Towel $15.00
Pillowcase Standard $5.00
Pillowcase King $5.00
Sheet Single $24.00
Sheet Queen $24.00
Sheet King $24.00
Top Sheet Single $34.00
Top Sheet Queen $34.00
Top Sheet King $34.00
Doona Cover Single $55.00
Doona Cover Queen $55.00
Doona Cover King $55.00
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Sometimes linen with quality flaws can be placed in the Hub despite our quality controls as linen processing is highly automated. If you see this prior to checking out, please place the flawed linen in the reject basket provided in the Clean Linen room of the Hub. If you notice the flaw after you have left the Hub, then follow this procedure:
Place the flawed linen in our red linen bags provided in the Hub.
Attach SPL’s reject form to the linen bag.
Place the reject bag in the returns chute.
SPL will review the rejected linen and a credit will be provided as per the reject policy listed in your service agreement with us.
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Your Aged Linen Report is a valuable tool to provide a clear overview of your current stock, including the quantity of items you’ve held and the duration they’ve been in your business.
Your Aged Linen Report will help you easily track these details and gain a better understanding of your linen usage and associated costs.
How to Read Your Report:
Product Column: Displays the items currently onsite.
Days Column: Indicates how long each item has been on your premises.
Important Reminder: All items listed in this report appear on your weekly invoices. If you no longer have any items listed, please let us know so we can update your account, stop the daily hire charges, and issue replacement invoices as necessary.
Customer Account Portal (FAQs)
We are preparing our Customer Account Portal for launch very soon. Below are some frequently asked questions to support you in managing your account.
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Each time an item of linen moves through a scanner in our linen hub or depot it registers in our system and is allocated to your account as returned. As we have several scanners throughout our facilities an item may be scanned through a scanner in various locations of the laundry. This is why you may see multiple return events.
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When linen is returned to our facilities it is sorted for laundering. Sometimes linen is allocated into sections where it may not move through the laundering process until the following day. This is why you may see a return event for the following day.
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Adding a user to your account is quick and easy. On the user management page click on the blue +add user button to add anyone who you would like to access the customer portal
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A pre-billing summary is not an invoice which is why you are not able to see the total cost. This pre-billing summary is used to calculate your invoice.
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Your invoices are sent each week via email. Pre-billing summaries are available via the portal which will indicate your total volume of linen hired that will appear on your invoice.
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Your Aged Linen report is sent each week via email. A copy of this is not yet available via the portal.
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Your stock movement is sent each week via email. A copy of this is not yet available via the portal.
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Disabling a user on your account is quick and easy. On the user management page open the user you wish to disable and click on the red disabled user icon.