ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 22.3 An SIA Approved Contractor can demonstrate that it has processes in place to identify customer needs.2.3.3 The management of contractual arrangements with the customer has been defined and implemented.Clarification:Formal customer contracts may not exist in some sectors, such as Door Supervision,although ‘terms and conditions of supply’ should exist. These would be considered as‘contracts’ for the purposes of ACS approval. These could also be in the form of atemporary or open-ended works order.Where ever possible all forms of contract should be signed by both the customer and theapplicant organisation.In some sectors there is a tendency for customers not to issue or sign a contract for fearthat this will ‘tie’ them into service provision. This should be discouraged where everpossible. However for ACS approval the applicant organisation must be able to demonstratethat they have tried to obtain a signed contract.Ref: BS7960; BS7958;BS7499; BS7984Examples could include: signed contract or terms and conditions of supply. letter to customers requesting signature on a contract plus follow up letters wherecontracts not signed.Good practice: Where CCTV is operated the contract with the customer contains the objectives of thescheme, clearly indicating both valid and excluded uses. It has a written policy statementthat identifies the owner of the scheme and contact details and steps have been put inplace to clearly distinguish between licensable and non-licensable CCTV activities.Linkages with other Indicators:2.4.1 Customers are made aware of and agree to the provision of service via subcontractors.2.4.2 Customer and consumer performance indicators and service level agreements havebeen established.3.2.1 Professional advice is offered to customers on the best approach to meet their needs.3.3.1 A process for ongoing customer site visits has been defined and implemented.9.1.1 The regular review of performance against service level agreements and/or keycustomer performance indicators.43The 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.