Under the Services and Development Agreement, the role of the Southern Cross Station Authority contract manager is to monitor and review the consortium's performance standards through the deployment of a performance management system that includes user surveys, scheduled reviews and inspections, transport operator and interchange user feedback, and also from audit (Baker and McKenzie Solicitors: 2006: p.125). Hence, the performance management system was designed to capture outputs that do not meet stipulated standards as well as complaints lodged against the operator (Baker and McKenzie Solicitors 2006). The data (the accuracy of which is self-certified by the concessionaire (Victorian Auditor-General 2007a: p.57)) is provided to the Southern Cross Station Authority's contract manager by Civic Nexus Pty Ltd on a quarterly basis (Baker and McKenzie Solicitors 2006) for assessment and decision on whether an abatement will then be applied (Victorian Auditor-General 2007a: p.57). These activities underline the importance of conducting regular performance reviews, particularly in instances where operators have a track record of failing to maintain expected delivery standards.