ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 2Criteria 2 – Processes2.4 An SIA Approved Contractor can demonstrate that it has processes in place to monitor and manage service delivery to both customers and consumers.2.4.3 Defined and implemented incident procedures exist.Required Achievement LevelThere are no overall incidentprocedures developed by theorganisation.Procedures may have beendeveloped at an individual site inresponse to incidents previouslyat that site.Incident procedures have beendeveloped by the organisation.Employees working on a customersite are advised of the proceduresby colleagues when they arrive at acustomer site for the first time.There are procedures in place todeal with incidents at customersites.Employees working at a customersite are continually made aware ofthe procedures.The procedures are followed onevery occasion.These have been agreed with thecustomer and are followed. All aspects of the previouscolumn plus:Where these relate to a customersite the procedures have beendeveloped in conjunction with thecustomer.All appropriate employees are fullyaware of the procedures.48The 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.