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Operating Service Levels

Service Failure

Monitoring Method

Performance Monitoring Period

Rectification Y/N

Rectification Period

Service Failure Severity Level

National Non-Domestic Rates Billing

The Service Provider shall ensure timely and accurate issue of all bills to persons liable to pay National Non-Domestic Rates within the Authority's Area, including (without limitation):

•  main annual billing (including bills and payment booklets) to be completed and posted by [insert date] of each Authority Financial Year;

•  More than [♦]% of annual bills posted more than [♦] days late;

•  More than [♦]% of all annual bills posted more than [♦] days late11;

•  More than [♦]% of all annual bills inaccurate due to failure by Service Provider to comply with the provisions of this agreement.

•  all bills to contain the Prescribed Information and any information reasonably required to be included on a local basis by the Authority.

•  Failure to include the Prescribed Information in more than [♦]% of bills12;

•  Failure to include the Prescribed Information in more than [♦]% of bills;

•  Failure to include the Prescribed Information in more than [♦]% of bills;

•  producing revised bills within one day and revised payment booklets or, an appropriate, revised Direct Debits within one week of being notified that there has been a relevant change of circumstances in relation to [the ownership or status of any property in respect of which National Non-Domestic Rates are payable];

•  Revised bills, direct debits and/or payment booklets issued late on [♦]% all occasions;

•  More than [♦] complaints received from public regarding slow service in this respect over a monthly period.

•  ensuring that all bills referred to above are despatched net of all known applicable discretionary and mandatory exemptions, reductions and reliefs;

•  More than [♦]% of all bills inaccurate;

•  More than [♦] complaints received from public in relation to inaccuracies in this respect in relation to a [♦] month period.