Service Requirements

5.1  Without prejudice to clause 31.8 (Resources and Training) of this Agreement, the Contractor shall ensure that its Staff at all times:

(a)  are professional, polite, pleasant courteous and responsive to Users;

(b)  wear the uniform and identification badge required by the Contractor;

(c)  are accredited and authorised for any training and/or supervision of activities which they perform;

(d)  respond to enquiries in an informed manner, by telephone, fax, email, post, text and face to face; and

(e)  positively respond to enquiries and are empowered to deal with difficult Users and resolve User concerns and complaints.