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Frequently Asked Questions

Find answers to our most commonly asked questions

Quick answers

I can't login to SAFE Records

If you are unable to log in to SAFE Records, in the first instance please contact your business’ SAFE Records Administrator who can reset the password for you. Alternatively please contact your nearest TIMG branch to reset your password.

I have questions regarding SAFE Records

For all questions regarding SAFE Records, please see our Quick Start Guide.

I am experiencing technical issues with TIMG BackOnline

Please call TIMG’s BackOnline support team on 09 280 3561 or send us a message.

I can't find the answers I am looking for

If you can’t find the answer to your question below, please contact us.

Ordering a document destruction bin

What document destruction bin size do you offer for casual use and how long can I keep it for?

240 litres is the only document destruction bin size available for casual customer use. This is the same sized bin as is used in most areas around the country for council recycling purposes. You can keep this bin for 14 days. Order a casual bin here.

How do I know what capacity document destruction bin I am using or need?

Our large 240 litre bin is the same as is used in most areas around the country for council RECYCLING purposes. 104cm high x 74cm deep x 58cm wide.

Our small 140 litre bin (available to customers with accounts only) is the same as is used in most areas around the country for council RUBBISH purposes. 94cm high x 54cm deep x 48cm wide.

I’m an existing TIMG customer. Which option should I choose online to have my document destruction bin or bag emptied?

Please use our destruction bin exchange form and choose between swapping your existing bins, ordering additional bins, or having your full bins collected without being replaced.

Can I order a document destruction bin to be delivered and used at a private property?

Yes you can, just specify your private address when you fill out the casual customer bin order form.

I only have a small amount of paper to be destroyed, what is my best option for destruction?

You can order a casual bin online which includes delivery, collection and destruction. Alternatively, you can contact your local TIMG branch to organise dropping your paper to us. A minimum charge will apply

I’ve paid for a document destruction bin online, how long will it take for the bin to be delivered?

For most main cities and metropolitan areas the usual delivery time is 2 working days. All non-metro areas will depend on the scheduled run allocated to that area. Please contact your local TIMG branch for more information on scheduled runs.

What can and cannot go into my document destruction bin?

You can place all paper-based office products into your bin including copy paper, cardboard and manila folders. You don’t need to remove staples or clips.

If you need to dispose of eWaste or IT assets such as hard drives, computers, mobile devices, and more, please fill out our eWaste enquiry form.

How do I know when my next document destruction bin pick-up is scheduled?

You can check in SAFE Records or contact your local TIMG branch to confirm your next scheduled pick-up day and time.

My bin is locked. How can I unlock my bin?

All our document destruction bins are locked for security reasons. A driver can be sent on special (written) request to unlock the bin in an emergency.

What happens to the paper that TIMG collects?

Paper is sorted into various grades, securely shredded, and sent to downstream partners for recycling.

Find out more on our corporate responsibility page.

What happens to the document destruction bins and confidential documents once your driver leaves our site?

Our drivers ensure that the bins are securely locked, then loads them into a secure truck. The bin is then delivered directly to our high security document processing facility where paper is sorted into various grades.

Documents are then processed through our shredding machines and are compressed into bales, ready for recycling.

TIMG are members of NAID (the National Association for Information Destruction). In New Zealand, TIMG is the only NAID member holding AAA accreditation (at our Wellington facility).

Can you sell your shredded paper to me?

Unfortunately, no. Our paper is securely destroyed and sent to downstream partners for recycling.

I have a bulk amount of paper to destroy. Can you help?

Yes we can collect bulk paper in boxes and on pallets. Please complete our enquiry form for more information.

SAFE Records

I can't login to SAFE Records

How do I enable multi-factor authentication?

For information on multi-factor authentication and how to set it up on your SAFE account, please see our release document.

I have other questions regarding SAFE Records

For all questions regarding SAFE Records, please see our Quick Start Guide.

Ordering storage boxes

Do you offer storage archive boxes in smaller packs (instead of the standard bundle of 25)?

Unfortunately we do not offer smaller packs as we have found that a bundle of 25 is the best quantity for our customers.

Media storage

Do you have any new LTO (Linear Tape Open) tapes available for same-day delivery?

Yes, we hold a small amount of the most commonly used LTO tape stock for small same-day deliveries. Larger orders take 2-3 working days. Please contact your local TIMG branch to place an order.

How soon can you deliver my tapes and media?

Urgent delivery: 2 hours

Priority delivery: 4 hours

When an AM request is submitted, this will be delivered on the same day in the PM. When a PM request is submitted, this will be delivered in the AM the next day.

We have media to be destroyed, can you help?

Yes, please complete our eWaste enquiry form or contact your local TIMG branch.

Invoices and billing

When are invoices issued and can I pay online?

Our billing cycle works on a Monday to Sunday 4-5-4 week pattern. Invoices are issued on the first Monday after the next billing period.

Unfortunately you can’t pay your invoice online, however you can contact your local TIMG branch and pay your invoice over the phone with your credit card.

What is the Fuel Adjustment Factor (FAF)?

Fuel costs are one of the most significant and variable cost components in warehouse, waste and transport industries.

The FAF (Fuel Adjustment Factor), also known as FFF (Flexible Fuel Factor), is designed to provide a transparent and structured way to adjust pricing in response to fuel cost movements.

To account for the variability of fuel costs, the total price customers pay for a product or service is made up of two components:

Service Price, and
Fuel Adjustment Factor (FAF) surcharge, calculated as a percentage of applicable TIMG products/services.

How the FAF mechanism works:

The FAF is based on the weekly average diesel fuel price over the prior billing month (billing months range between 4 and 5 weeks)
Fuel pricing data is sourced from publicly available data from MBIE, which can be found at MBIE – weekly fuel price monitoring. In the absence of MBIE-provided data, we would use data available from our primary fuel supplier.
The FAF is reviewed and set monthly, with the percentage set by diesel prices during the previous month period.
Customers are informed of the coming month’s rate on their monthly invoice.

By using this mechanism, we aim to:

Provide for fluctuations in the price of fuel, which significantly impacts the cost of managing customers’ assets, information and waste
Pass on cost reductions as the price of fuel decreases
Provide transparency on how fuel-related costs are applied
Provide advance notice of changes, to support customer planning

Services offered and areas covered

What areas do each of your branches service and what services do they offer?

Please check our Branch Details page for more information.

Still haven't found what you were looking for?

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Why choose TIMG?

With over 30 years of industry experience, we solve information management challenges for clients throughout New Zealand. TIMG are trusted by over 15,000 organisations across Australasia and are backed by the strength and heritage of Freightways.