12.2.4  Customer Service Roll Out Program

(a)  The private party may be required to develop and comply with a detailed customer service roll out program which must be submitted to government prior to commencement of operations.

(b)  The program may include details of all marketing, public relations, accounting and billing and other activities that must be completed prior to the private party imposing fees and charges on the public in relation to the facility. Any deviation from this customer roll out plan may only occur with the prior approval of government and on reasonable grounds.