3.21 The Contractor shall develop an Enquiries and Complaints Plan that sets out the procedures to follow for managing questions, complaints and disputes relating to the operation of the facilities and the performance of the services.
3.22 The Contractor shall implement the Enquiries and Complaints Plan for all complaints received by the Contractor within [ ] hours.11
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11 The requirement for an Enquiries and Complaints Plan will depend upon the extent to which there is access to any Site operated by the Contractor. If there are no Sites to which the public has access within the scope of the Project, then the Enquiries and Complaints Plan may not be required. Where the public does have access to a Site, the Authority may wish to use the Enquiries and Complaints Plan to cater for Customer Satisfaction surveys as a means of assessing the Contractor’s performance.