Tender Return Schedules - Wattle Range Council
Tender Return Schedules - Wattle Range Council
Tender Return Schedules - Wattle Range Council
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Schedule 15<br />
Customer Service Plan<br />
<strong>Tender</strong>ers must demonstrate their capacity and skill in regard to the provision of customer<br />
service. <strong>Tender</strong>ers must describe what systems they will use and performance levels that<br />
will be achieved in the provision of advice and response to enquiries, complaints, and<br />
requests for assistance from members of the public. This must include but not be limited to:<br />
• procedures for the handling of all enquiries and complaints;<br />
• staff education programs to ensure highest levels of customer service are attained and<br />
maintained;<br />
• indicative performance standards for handling of enquiries and complaints, including<br />
specific time scales;<br />
• number and qualifications of staff who will provide this service;<br />
• location/s of enquiry and assistance points where enquiries and complaints will be<br />
managed;<br />
• hours of availability of customer service and supervisory staff;<br />
• how the complaints register will be maintained;<br />
• proposed information leaflets, bin stickers, forms and reports that will be used in<br />
providing this service.<br />
267542\MAP01112053 21
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