Service Requirements

3.1  The Contractor shall prepare an update of the Customer Care Plan at the times specified in paragraph 3.3 of this Part C of the Services Specification.  The Customer Care Plan shall include but not be limited to:

(a)  a User Charter;

(b)  User Service Standards and details of how the Contractor will meet such standards;

(c)  User focused systems and procedures;

(d)  a procedure for handling and responding to complaints and User feedback;

(e)  User focused payment procedures; and

(f)  details of how the Services are to be monitored.

3.2  The Customer Care Plan shall set out the Contractor's approach to delivering a customer focused service to Users and the Authority.