ACS Assessor Guide - Security Industry Authority

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ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 3Criteria 3 – Commercial Relationship Management3.3 An SIA Approved Contractor can demonstrate how it manages relationships with customers.3.3.2 A customer complaints procedure is in place and implemented.Required Achievement LevelCustomer complaints are handledin an ad-hoc manner.No response is sent to thecustomer.Adverse customer feedback isclassified and treated as acomplaint.Customer complaints are handledin a timely manner.All complaints receive a standardresponse.Adverse customer feedback isclassified and treated as acomplaint.Customer complaints are handledin a timely manner.Customer complaints are recordedand analysed to look for patterns.Information on complaints isreviewed by the leaders of theorganisation and improvements areimplemented.All customers receive an individualresponse to their complaint.All aspects of the previouscolumn plus:Efforts are made to ensure allcomplaints are resolved to thesatisfaction of the customer.All aspects of theprevious column plus:Information on complaintsreceived and their resolution ispublished and made available onrequest.74The 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.
ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 33.3 An SIA Approved Contractor can demonstrate how it manages relationships with customers.3.3.2 A customer complaints procedure is in place and implemented.Clarification:Adverse feedback could be something as simple as a request for a change of officer, or anofficer not being very smartly dressed, or being late on duty.Complaints from both customers and consumers should be recorded effectively. The mannerin which the records are kept should be appropriate to the size of the applicant organisation.It is not be necessary for a computer based system to record complaints. Whatever methodis used, manual or automated, it should facilitate easy analysis of the type and nature of thecomplaints. Any patterns or trends should be monitored and reviewed.The organisation should be able to provide examples of complaints, including details of whataction has been taken, and how processes have changed as a result. It is more important tolook at how well complaints are managed and followed up, rather than just checking a coupleof examples. Assessors should look for trends.Unless complaints are always handled by the highest level of authority there should always beprocedures in place for escalating the non resolution of complaints.Ref: ISO9001; BS7960, BS7958, BS7984, BS7499 ISO9001has a section on complaints procedure ISO10002:2004 deals with how to manage customer satisfactionGood practice: The complaints process is widely publicised. Consumers can make a complaint in a waythat is appropriate e.g. by telephone, in person, in writing, via the website, via thecustomer, via email. There are time targets for response whish are monitored.Complainants are contacted to ascertain whether they were satisfied with the way thecomplaint was handled and whether they are satisfied with outcome.Linkages with other Indicators:1.2.3 Procedures have been defined to ensure compliance to working standards or ‘codes ofpractice’ and are fully implemented.2.1.1 Key service delivery processes have been identified and are understood by all.2.4.2 Customer and consumer performance indicators and service level agreements havebeen established.7.1.2 Leaders are involved in the development and implementation of all policies andprocedures.7.1.3 Managers and directors responsible for processes and key personnel can demonstratean understanding of procedures 9.1.1 The regular review of performance againstservice level agreements and/or key customer performance indicators.75The 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.
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ACS Assessor Guide - Security Industry Authority

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