ACS Assessor Guide - Security Industry Authority

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ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 3Criteria 3 – Commercial Relationship Management3.4 An SIA Approved Contractor can demonstrate how it manages relationships with consumers.3.4.1 Procedures are in place to handle consumer feedback and are implemented.Required Achievement LevelConsumer complaints arereceived via the customer and arehandled in an ad-hoc manner.Adverse consumer feedback isclassified and treated as acomplaint.Consumer complaints are receivedvia the customer and are handled ina timely manner.A standard response is sent to thecustomer in reply.All aspects of the previouscolumn plus:The customer receives an individualresponse to the consumercomplaint; either in writing orthrough scheduled meetings.All aspects of the previouscolumn plus:Consumer complaints are separatedfrom customer complaints.Both the customer and theconsumer receive an individualresponse to any complaint.Actions are taken based onconsumer complaints.All aspects of theprevious column plus:Consumer complaints aredirectly solicited and are handledin a timely manner.Consumer complaints arerecorded and analysed to lookfor patterns.Information on complaints isreviewed by the leaders of theorganisation and improvementsto service delivery proceduresare implemented.76The 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 33.4 An SIA Approved Contractor can demonstrate how it manages relationships with consumers.3.4.1 Procedures are in place to handle consumer feedback and are implemented.Clarification:Consumer feedback may be received via the customer as part of the complaints proceduresas indicated in Indicator 3.3.2.Within the CVIT sector, organisations do not want to interact with the public, due to thenature of their business. Any complaints received generally relate to specific incidents such ascar and vehicle accidents. These should still be recorded and analysed for patterns.Vehicle Immobilisation companies, due to the nature of the business, are more likely toreceive complaints directly from the consumer.Complaints may be received by consumers or consumer representatives. This includes forexample complaints that come via the SIA, Citizens Advice Bureau.Good practice: An applicant organisation analyses separately the complaints received from consumersand takes specific action to address any issues Organisations may be able to exploit existing customer surveys to include feedbackon security Complaints from consumer representatives are managed as part of the organisationscomplaints process.Linkages with other Indicators:1.4.1 The management of internal and external communication is handled effectively.2.1.1 Key service delivery processes have been identified and are understood by all.2.3.2 There is an awareness of the impact of service delivery on consumers at all levels ofthe organisation.2.4.2 Customer and consumer performance indicators and service level agreements havebeen established.2.4.4 All procedures are regularly reviewed.5.1.1 Information key to the business has been identified and is produced and delivered in aneffective and timely manner to relevant employees and other stakeholders.7.1.2 Leaders are involved in the development and implementation of all policies andprocedures.7.3.1 Leaders have developed a set of high values or codes of ethics that are implementedthroughout the organisation8.1.2 Activities to promote and improve the reputation of the private security industry withthe local community and with customers are planned and implemented.9.1.1 The regular review of performance against service level agreements and/or keycustomer performance indicators.9.2.1 The regular review of performance against responses from customer opiniongathering.9.5.2 Key measures are used to indicate reputation within the local community.77The 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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