ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 66.2 An SIA Approved Contractor can demonstrate that it trains and develops its people to deliver customer satisfaction and added value, to an agreedstandard.6.2.6 Customer feedback is obtained for individuals working with clients.Clarification:It is possible within some sectors that the employee may have no contact with the customer,for example a Vehicle Immobiliser who visits a customer site without a customer office orreception area on site. If this is the case then this indicator would be ‘not applicable’ for thatemployee only. Other sites may allow contact and therefore should be considered as part ofthis indicator.If consumer feedback is obtained it should be handled as required by the ACS Standard forcustomer feedback.One of the key points in this indicator is the requirement to provide remedial training whenrequired to improve performance.Linkages with other Indicators:6.4.1 A process for the appraisal of employee performance is in place and is implemented.149The contents of this publication are copyright ©2013 Security Industry Authority, all rights reserved. No part of the contents may be reproduced or transmitted in any form, by any means without prior written permission of the copyright owner.