CHEP Customer Service — Expert Guide for Supply Chain Professionals

Overview and context

CHEP (Commonwealth Handling Equipment Pool) began in 1946 and today operates as the pooled pallet, crates and reusable packaging arm of Brambles. CHEP serves more than 60 countries across retail, grocery, beverage, automotive and manufacturing sectors, supporting high-volume, repeatable movements of standardized pallets and containers. As a pooled-asset provider, CHEP customer service is focused on asset availability, rapid resolution of loss/damage claims, billing reconciliations and operational guidance to minimize supply-chain cost and waste.

Understanding CHEP customer service requires recognizing two business drivers: (1) asset velocity — ensuring the right number of pooled units are where customers need them, and (2) accountability — accurate returns, inspections and billing for lost or damaged assets. CHEP’s teams are structured to support day-to-day operational needs (local depot and branch support), commercial account management (contract, pricing and service levels) and technical integration (EDI/portal connectivity and reporting).

How to contact CHEP and what to expect

The primary entry points for CHEP customer service are: the official website contact pages (https://www.chep.com and regional subdomains such as https://www.chep.com/en-us), the local depot or branch that services your account, and the MyCHEP (customer portal) or EDI integration for transaction-level inquiries. For immediate operational issues—shortages, incorrect deliveries, urgent collections—contact your local CHEP depot first; local phone numbers and depot addresses are listed on CHEP’s Contact Us page by country.

Initial response times for operational tickets are typically within 24–72 hours for non-urgent matters, while urgent logistics disruptions should get same-day attention. For claims and billing disputes expect a longer resolution window: documentation review, depot audits and cross-reference of movement records can take from 7 up to 30 calendar days, and in complex cases 60–90 days depending on the country and contractual terms.

Claims, billing and credit processes (practical detail)

CHEP’s commercial model charges for shortages, damage and non-return of pooled assets using a combination of per-item fees and replacement charges. Billing cycles are usually monthly and based on net movement data recorded through partner scans or portal transactions. When you dispute an invoice, CHEP will require documented evidence (see checklist below), run reconciliation against depot scan logs and, where appropriate, issue a credit note or adjustment on a follow-up invoice.

Typical administrative timelines: submit a claim within 30 days of invoice receipt where possible; CHEP then acknowledges the claim within 3 business days, investigates with depot/route operators in 7–21 days, and issues resolution (credit, debit or further information request) within 30–60 days. These timeframes are widely used across pooled logistics providers; your contract may state specific Service Level Agreements (SLAs) and appeal windows.

What to have ready when you contact customer service

• Account and contract identifiers: CHEP account number, purchase order (PO) and invoice number — critical for routing and reconciliation.
• Operational evidence: proof of delivery (POD), delivery receipts, ASN/EDI reference numbers, date/time stamps and photographs of damaged pallets or load patterns.
• Asset identifiers: pallet or crate barcode/serial number(s) if available, depot location codes and truck/driver details for movement tracing.
• Volume and frequency data: monthly pallet usage, average turnaround time (days in pool), and any historical exceptions that support your dispute or service request.

IT integration, portals and reporting

CHEP supports multiple data connection methods: secure web portals (MyCHEP or equivalent regional portals), flat-file uploads and EDI (commonly EDIFACT or X12 for ASN, DESADV, INVOIC types). Integrating EDI reduces disputes because movement events (check-in/check-out and transfers) are recorded near real-time. Most large retail and manufacturing customers maintain an EDI interface; CHEP can provide mapping specifications and test environments during onboarding.

Reporting options include daily inventory snapshots, weekly movement summaries, aging of assets by account/site, and exception reports for damage and shortages. These reports are essential for contractual reconciliation and to identify process improvements that reduce rental and loss charges. Ask CHEP for standard report templates and custom KPI dashboards aligned to your monthly billing cut-off.

Operational best practices to reduce charges and improve service

Operational discipline reduces both cost and friction with CHEP. Common, high-impact practices include: standardized loading patterns to minimize damage; barcode scanning of pallets at every handoff; scheduled returns and collections to avoid “in-use” penalties; and regular physical audits to reconcile inventory counts with portal records. Many customers realize single-digit percentage reductions in quarterly pallet chargebacks after instituting scan-and-verify processes and monthly reconciliations.

Negotiate contract terms that align incentives: volume tiers, return credits and agreed tolerance levels for damage. Where possible, establish depot-level SLAs for turnaround and collections, and define escalation paths for systemic shortages. CHEP account managers can often tailor pooling rates and credits to reflect seasonal peaks, SKU mix and geographic footprint.

Escalation path and service expectations

If first-line customer service does not resolve an issue, escalate to your CHEP account manager or regional commercial manager. Document each step—dates, ticket numbers, and outcomes—so escalation is effective. For high-value disputes (e.g., >$5,000) request an expedited review and, if necessary, on-site depot inspection.

For formal contract issues or unresolved escalations you can request involvement from CHEP regional operations leadership. If you cannot find the right contact, use the global contact page (https://www.chep.com/contact-us) to identify the correct local phone number and office address in your country; that page also lists depot addresses and hours of operation.

Pricing examples and final notes

Pricing varies by country, pallet type and volume. As a general ballpark, single-use replacement equivalents for standard wooden EUR or GMA pallets in many markets range from roughly $10–$40 per pallet replacement cost, while pooling/hire rates for active use commonly sit in the range of $3–$12 per pallet per month depending on contract terms, volume and seasonality. Exact prices should be confirmed in writing in your contract and rate card.

In summary, maximize the value of CHEP customer service by keeping complete movement records, integrating with their portals or EDI, negotiating clear SLAs in your contract, and by maintaining disciplined in-plant operational processes. For immediate account support, start at https://www.chep.com/contact-us and work through your depot and account manager channels for the fastest operational outcomes.

Why can’t you sell CHEP pallets?

The reason they are leased and not sold is because no one would BUY the “better pallet” they wanted to make because they are often one way then discarded.

How do I contact CHEP?

Have a question? Complete the quick form below to have a CHEP Representative contact you, or phone 13 2437 (13 CHEP).

What does CHEP stand for?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview CHEP stands for Commonwealth Handling Equipment Pool, the name of an Australian company that pioneered a pooling system for reusable pallets and containers used in supply chains. The company was founded after World War II and is now a global leader in sustainable logistics, allowing different businesses to share and reuse their equipment rather than managing their own.
  What CHEP does:

• Pooling Operations: CHEP manages a large network of reusable pallets, crates, and containers that multiple companies can share for transporting goods. 
• Supply Chain Solutions: They serve various industries, including consumer goods, retail, and automotive, providing efficient and sustainable solutions to move products from raw material sources to points of sale. 
• Sustainability: The circular economy model of sharing and reusing equipment reduces waste and is an alternative to single-use options. 
• Global Presence: CHEP operates in numerous countries worldwide, with a strong focus on its service center network and customer relationships. 

AI responses may include mistakes. Learn moreOur History | CHEP UKCHEPCHEP – WikipediaLoading… Download PDF. This article is about the company. For the surgical procedure, see Cricohyoidoepiglottopexy. CHEP (Commonwe…Wikipedia(function(){
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Does Costco only accept CHEP pallets?

Costco accepts block pallets from iGPS, CHEP, and PECO. All others require advance approval on a case-by-case basis. Email [email protected] for guidance.

Is CHEP a good company?

CHEP has an employee rating of 3.8 out of 5 stars, based on 906 company reviews on Glassdoor which indicates that most employees have a good working experience there.

What is the phone number for CHEP pallets?

800-243-7872
CHEP’s global scale is unmatched, with more than 110 million pallets and over 530 service centers across North America, and operations in approximately 60 countries with about 330 million platforms in circulation. Please call us at 800-243-7872 so we can assist you.