7.10  Customer Care System (Event Reporting)

The Customer Care System shall include:

(a)  a help desk for the receipt of all reports of Emergency Faults, Urgent Faults and Non-Emergency Faults, complaints compliments and requests for information concerning the Service from the public and any other stakeholder.  Access to the help desk by the public shall be available electronically via the internet, by written communication or by means of a free-phone telephone number and;

(b)  the internet based electronic help desk shall be capable of transacting and interacting electronically via the internet with the Authority's existing systems (including any call centres);

(c)  in addition to the free-phone telephone there shall be a free-phone exclusive emergency telephone number for use by the Authority and all emergency services;

(d)  there shall be an integrated link between the Customer Care System and the Authority's existing systems (including any call centres) to provide real time access for logging Emergency Faults, Urgent Faults and Non-Emergency Faults by the Authority.