As part of the Service Level Agreement, ConnectEast is obliged to deliver its services in line with prescribed KPIs (Linking Melbourne Authority 2009: p.5) that focus on customer service deliverables e.g. call centre performance, as well as on motorway maintenance e.g. incident response and lane availability, landscape appearance, and upkeep of the tolling system e.g. outputs of toll monitoring reports and customer complaints (Federal Highway Administration 2009). ConnectEast must assess and report upon its performance, for example, which is benchmarked against 'Operation and Maintenance Best Practices' (Minter Ellison 2003: p.360). Depending on the findings, the State Government (through Linking Melbourne Authority) may impose the use of other assessment methods (Minter Ellison 2003: p.359). Furthermore, the KPI regime is reviewed in conjunction with the statutory authority to ensure best practice is being maintained (Minter Ellison 2003: p.361), during every fifth year.