Notification of Person or Persons being Failure of notification AED 100 – Planned Interruption of notified of interruption Services Interruptions to Services Person or Persons being Failure of work execution AED 500 – interrupted Flooding Incidents Person or Persons sustaining Failure to respond AED 500 – damage to property Failure of Standard Affected Customer Payments AED 50 and a further AED 50 for each 10 working days or part thereof Account Disputes Affected customer AED 50 TO MEET CUSTOMER SERVICE STANDARDS Failures to meet Customer Service Standards will be recorded and reported to the RSB in accordance with agreed reporting procedures. Only one application for payment per customer for a failure is permitted. The method of payment shall be in accordance with the appropriate ADSSC procedure, as approved by the RSB. Payments shall be made in accordance with these Customer Service Standards. Where there is any dispute, the RSB may be asked to provide a final determination. ADSSC will establish processes and/or procedures to maintain records in order to provide evidence of compliance with these Customers Service Standards. QUALITY OF SERVICE Quality of Service identifies best practice performance targets that aims to achieve. Compensation Payments do not apply to failures to meet the published Quality of Service targets. Quality of Service Minimum Performance New Connections 90% in timescale Responding to Customer Enquiries and Complaints 90% in timescale Keeping Appointments 90% as 1st agreed Notification of Planned Interruptions to Services 90% correctly notified Interruption to Services 90% within timescale Wastewater flooding 90% within timescale Failure of Standard Payment 100% within 90 Working Days Account Disputes 100% in timescale
Notification of Planned Interruption of Services Person or Persons being notified of interruption Failure of notification – AED 100 Interruptions to Services Person or Persons being interrupted Failure of work execution – AED 500 Flooding Incidents Person or Persons sustaining damage to property Failure to respond – AED 500 Failure of Standard Payments Affected Customer AED 50 and a further AED 50 for each 10 working days or part thereof Account Disputes Affected customer AED 50 TO MEET CUSTOMER SERVICE STANDARDS Failures to meet Customer Service Standards will be recorded and reported to the RSB in accordance with agreed reporting procedures. Only one application for payment per customer for a failure is permitted. The method of payment shall be in accordance with the appropriate ADSSC procedure, as approved by the RSB. Payments shall be made in accordance with these Customer Service Standards. Where there is any dispute, the RSB may be asked to provide a final determination. ADSSC will establish processes and/or procedures to maintain records in order to provide evidence of compliance with these Customers Service Standards. QUALITY OF SERVICE Quality of Service identifies best practice performance targets that aims to achieve. Compensation Payments do not apply to failures to meet the published Quality of Service targets. Quality of Service Minimum Performance New Connections 90% in timescale Responding to Customer Enquiries and Complaints 90% in timescale Keeping Appointments 90% as 1st agreed Notification of Planned Interruptions to Services 90% correctly notified Interruption to Services 90% within timescale Wastewater flooding 90% within timescale Failure of Standard Payment 100% within 90 Working Days Account Disputes 100% in timescale
Condition%2027%20Customer%20Standards%20and%20Quality%20of%20Service%20for%20RSB_Final%20Submission%2018-9-12.docx