8  Reporting Requirements

8.1  The Contractor shall maintain records of all bookings made and provide information on bookings as part of the Performance Monitoring Reports.  

8.2  Records of all written/verbal/electronic comments, complaints and feedback from Users shall be maintained.  The date and time of each comment or complaint, together with the time and nature of the response of the Contractor shall also be recorded.  A unique reference number shall be attached to each comment and complaint.

8.3  A report setting out the information recorded pursuant to paragraph 5.4 shall be provided to the Authority each month.  A summary of this report and details of any failure to meet the Performance Standards should be included within the relevant Performance Monitoring Report.

8.4  The Contractor shall generate a report for each Event and Ad Hoc Service Request containing the information set out in paragraph 5.4 (where relevant) which shall be appended to the Performance Monitoring Report.

8.5  The Contractor shall produce a Performance Monitoring Report as required by Part 2 of the Payment Mechanism.